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Iverson Financial Systems, Inc. has installed Soffront CRM software to improve customer service and tracking of information.
Iverson Financial Systems
is the premier provider of market data management services to Wall Street's leading investment firms. The company is currently using the
Soffront
HELP DESK
and
Soffront DEFECT TRACKING
modules and plans to implement
Soffront SALES
in January of 2003.
Web-based Functionality, ease of customization and superior value determined the selection of Soffront CRM software. “When I first started researching CRM
solutions almost 1 ½ years ago, Soffront was the only web-based solution available with all the features we needed at a reasonable
price,” Brain Jones, Senior Vice President of Iverson Financial Systems explained. “Ease of customization is also a reason we selected the software. I can easily change fields and customize the
product to meet all of our needs.”
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here to read the complete story.
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Soffront Customer Portal aggregates all customer information / applications and presents a personalized portal to your customer. Forge a stronger relationship with
your customer by providing valuable services/information through the portal. Reduce customer support costs through a self-service interface. Enhance revenues by
offering the right product at the right time. Strengthen loyalty by making it easier for the customer to conduct business and offering superior multi channel service
The external facing Soffront applications - Soffront Web Tickets, Soffront Knowledge Management (self-service), Soffront Multi-Channel Contact Center integrate
as application gadgets in the portal. Other applications can also be integrated into the portal.
The application gadgets that appear in the portal can be customized based on the role of the user.
The user decides which application gadgets to see and where to see them
within the portal. The layout is configured with just a few clicks.
The Web Tickets application is now offered as part of the Customer Portal. Customers log-in to the portal, submit tickets, check the status of existing tickets and
update account profile information. The authentication mechanism and the user interface are customizable for your needs. With this functionality, access to your
customer support is available 24 X 7.
For more information on the Soffront Customer Portal, please click here.
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 Soffront
CRM Q&A
Question:
How do I create a test project that
resembles the production project?
Answer:
The easiest way to do this is to clone the production project. Log in as admin to TRACK, click on
'File > Manage Projects', select the production project and then hit
the 'Clone' button.
By default, the cloned project includes only the 'admin' user. To include the user groups that need access to the project, click on
'File > Manage Projects' and add the groups using the 'Groups' button.
Users in the added group can now log-in to the test project.
Note:
Keep in mind that this method works only if you are testing within
the same version.
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Soffront's customization capabilities have been acclaimed time and again by prospects and customers. Here's a quote from Ternion Corporation:
"Because of our extensive experience in developing databases, our standards and requirements for CRM software were extremely high," said Brad Spearing,
President of Ternion Corporation. "After evaluating 20 different customer support and sales force automation products during a two year period, we chose Soffront
CRM because it is Oracle compatible, highly customizable, web-enabled, and competitively priced."
Spearing went on to explain that as they started implementing the software, they were pleasantly surprised that Soffront CRM was even more customizable and
feature-rich than they had expected. "Not only were we able to preserve and absorb our current data into Soffront CRM, we are now able to construct databases,
tables, and forms to match the way we want to manage our information."
Ternion Corporation uses Soffront CRM to manage sales and customer support activities.
Ternion
Corporation, provides commercial,
off-the-shelf, simulation software and custom simulation development services for government and commercial organizations.
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to read the complete story.
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The Email notifications feature, when used intelligently, can contribute a lot of value. Soffront CRM provides three different ways to generate email notifications:
1. Admin configured
This is done from the TRACK tool by using the F8 key. Use this when users belonging to a particular category need to receive an email, based on a workflow action.
For example, send an email to the help desk agent when a new ticket is assigned to the agent. Similarly, notify the sales rep that a new lead has been assigned to the
rep.
More information is available from the TRACK help file. Look for 'Actions table' from the index of the Help file.
2. User personalized
This is done from TRACKWeb from the 'Setup > Notifications' menu. Use this
as an individual user, to receive a notification based on a certain condition.
For example, as a VP of Sales, you may want to monitor a key opportunity. Set up a notification, so that any change in the status or probability for that opportunity
triggers a notification.
More information is available from the TRACKWeb Help file. Look for 'Notification' from the index of the Help file.
3. Rules driven
This is driven from the Business Rules engine. Set up a business rule that triggers a notification when a certain condition is met. For example, when an opportunity is
stagnant at the same stage for more than one month, the Sales Manager may want to be notified.
More information on the Business Rules product is available from here.
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Soffront
CRM Q&A
Question:
Can
the email notification include an URL pointer to the record?
Answer:
Yes. Version 7.0 provides for this. The user receiving the
email notification will just to have to click that URL to view the record. The user will have to log-in and
have privileges to view the record for this to work.
To include the URL pointer in the email notification:
1. Click 'Tools > Options' from the TRACK menu and select the 'Admin Options' tab.
2. Check the 'Enable Record Hyperlinking in the email notification' check box.
3. Enter the URL for the CRM server. The typical format is http://<server_name>/<virtual_folder_name>.
4. Click 'OK'.
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