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Excel Energy Technologies, Ltd. has implemented Soffront CRM as a hosted application to improve customer service and better track customer information.
“The Soffront CRM software has improved our ability to track customer data and act more quickly and efficiently on that information,” said Mark A. Agee, president and COO of Excel. “We track everything—service tickets, customer requests, work orders, installed equipment, monitoring statistics, and service calls. With Soffront, we can keep more detailed records and compile comprehensive reports in less time.”
Excel reviewed numerous solutions and chose Soffront CRM because it best met their needs. Ease of customization and web-based functionality were two features that were extremely important to Excel.
“We are impressed with the flexibility of the software. We can easily change cosmetic items on the desktop to meet individual preferences,” explained Randy Crow, Customer Service Manager, “We can also customize the software to meet additional functionality requirements, such as adding fields to tables to denote the status of monitored equipment.”
According to Crow, the ability to automatically link files to customer accounts is an important feature of the software. “We can easily link drawings, spreadsheets, emails, devices, sensors, and reports to a customer’s account. All of the tracked information about the customer, down to the serial number on a piece of equipment, is automatically linked to that customer. This capability saves us a tremendous amount of time and provides us with valuable information that is easy to access.”
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the full case study.
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 Soffront
CRM Q&A
Question:
Does
Soffront CRM supports Internet Explorer 7?
Answer:
The
current stable release of Soffront supports Internet Explorer
6. Soffront will have support for Internet Explorer 7 in a
future version.
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Soffront Chat enables support and sales agents to communicate with multiple customers simultaneously in real time. This enables your agents to provide personal service just when the customer needs it the most through an easy-to-use live chat interface. Drive customer satisfaction and sales, increase revenues, and improve operational performance.
With the click of a button on your site, customers will have access to Soffront Chat. Visitors are either instantly connected to agent or informed that agents are currently unavailable. If an agent is unavailable, visitors are given the option to send an offline message, including their e-mail address so an agent can respond as soon as possible.
Key
Features:
• Deliver live service
• Private messaging
• Multiple chat sessions
• Canned phrases
• Page pushing
• Supervisor chat monitoring
• Complete audit trail
• Comprehensive reporting
Click here to find out more about this
version.
Stay
connected 24x7
Soffront Mobile
Solution extends Soffront CRM to the field by providing mobile
access to critical business information. This solution supports a
wide variety of mobile platforms including pocket PC, Palm OS
powered handheld devices, and WAP enabled wireless devices. Soffront
Mobile facilitates both Sales and Support.
With Soffront
Mobile Sales, field sales personnel can perform the following
tasks:
- Enter and update account/contact information
- Create and edit notes
- Assign new leads
- Plan activities
- Manage opportunities
- Query the database and run reports
With Soffront Mobile Support, Field Support Personnel can
perform the following tasks:
- Access case history and update ticket status
- Assign tickets and escalate issues
- Create work orders to acquire parts and tools
- Initiate cross-sell/up-sell opportunity
- Submit call reports and initiate invoicing
- Query the database and run reports
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here
to know more about this solution.
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