Case Study - Avocent achieves a more efficient Help Desk

Avocent Corporation, www.avocent.com, located in Huntsville, Alabama, is the leading supplier of connectivity solutions for enterprise data centers, service providers and financial institutions worldwide. Although the company leads the market with connectivity and manageability solutions, they needed a little help with the efficiency of their help desk. After a thorough selection process, Avocent chose Soffront CRM as a central portal for tracking help desk tickets.

“Prior to Soffront, we were using a Microsoft Outlook-based task tracking system, which was just not meeting our needs,” explained Tom Ridinger, administrator, Avocent Corporation. “We selected Soffront over other CRM solutions because it offered a robust, feature-rich, web-based solution that was also easy to customize.”. 

According to Ridinger, the company’s previous solution was a time-consuming, manual process. “With Soffront, the tickets are routed immediately using rules based on the employee's location and the type of problem identified. Now our IT managers have instant access to overdue tickets, projects, and open issues across all sites,” continued Ridinger.

Benefits achieved:

• Soffront’s strong, web-based solution provides a central portal for help desk.

• Efficiency improved through automation -fifteen support technicians easily support more than 900 users worldwide.

• Customer satisfaction improved through automation—help desk team has closed more than 17,000 tickets in the past 18 months.

• Customer satisfaction improved through priority notification—sent directly to tech's cell phone.

• Arbanes Oxley legislation requirements met—Soffront CRM installation has become the central repository for answering any audit related question.

Read more on this case study.


Top

What's new in Soffront Outlook integration

• File all your inbound and outbound email where it matters the most, to the CRM record, where it can be easily accessed, and comprehensive email history made available to CRM system users.

• Process incoming or outgoing emails to collaborate about support tickets, defects, work orders, or any thing else in the system.

• Maintain a complete history of customer interaction.

The new Outlook integration is built on the existing popular version used by customers all over the world.

Click here to find out more about this feature.

Top

Advanced VSS integration

Soffront's integration with Microsoft VSS delivers defect tracking, that works the way your development teams work. This facilitates collaborative communication between Development and Quality Assurance teams leading to substantial productivity enhancement.

Seamless two-way integration:
Defects in Soffront can be associated with source code that was fixed due to the defect. This association can be done both in Soffront and VSS.

Perform source control operations within Soffront:
All everyday version control operations like Get, Check In, and Check Out are supported right within Soffront.

Graphical web based interface:
Because Soffront is completely Web-based, it gives you browser based instant access to your Visual SourceSafe databases. Development teams in different locations can share and manage defect data 24 hours a day.

Complete audit trail for every source file change:
The Soffront VSS integration provides a complete audit trail for every source file change, back to the original requestor for the change, and includes all related notes related to the issue.

Click here to find out more about this feature.

Top

Soffront CRM Q&A 

Question: What are the minimum client requirements for Soffront CRM?

Answer:

More information on Soffront system requirements can be found here.

Top