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The service division of New England Controls has been thriving since installing a CRM solution by Soffront® Software Inc., in June of 2005. New England Controls, a supplier of distributed control systems to automate manufacturing processes, installed Soffront CRM in their SureService division, the department that sells and supports all service contracts for the company’s process control systems.
Prior to implementing Soffront CRM, tracking and organizing service contracts and related activities at New England Controls was extremely labor intensive. “Our records were incomplete, consisting of paper files that were not organized and procedures that were not tracked,” explained Josh Brotherton, SureService Manager, New England Controls. “We needed a system in place that could better manage and track all of our service activities.”
New England Controls looked at numerous CRM options before choosing Soffront, a leading supplier of mid-market CRM solutions. “We selected Soffront because we wanted an on-premise solution that was also extremely flexible and customizable,” explained Brotherton. “Soffront met these needs better than the competition, providing us with a powerful tool to help us achieve our goals.”
Two features of the software that Brotherton finds especially helpful are the knowledge management and customer portal modules. Soffront Knowledge Management is a web-based, self-help and knowledge management software solution. Soffront Customer Portal features a collection of gadgets for customers that include customer profile, product literature, alerts, purchased products list, product registration, surveys, web-based ticket submission, self-service, and integration with e-commerce applications.
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the full case study.
Top
 Soffront
CRM Q&A
Question:
What
are the email protocols supported by Soffront?
Answer:
-
Soffront
supports IMAP, POP3, and secured POP3 for reading emails.
-
Soffront
supports SMTP for sending emails.
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Companies are discovering that a
Self Service System (also known as Knowledge Management System or
KMS) has grown from a “nice to have” concept, to a “must have” asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization.
KMS makes that possible. From help desk through marketing and sales, organizations are learning the true value of aggregating and providing access to collective business memory.
Soffront KMS in combination with Soffront CRM helps companies automate customer interaction, provide answers to customer facing employees, and can reveal new opportunities for business. KMS provides employees with instant access to the knowledge gained throughout an organization in an efficient way. Aggregating employee knowledge about business practices, products and customers over time may point to new ways to turbo charge old habits and turn them into productive new ones.
Click here to find out more about this
solution.
Advanced back office integration
With
Soffront's advanced back office integration with Intuit QuickBooks,
you can preserve the investment in your accounting system while
extending critical "back office" application functions
into the "front office". This integration will allow real
time access to customer information in QuickBooks to help close
sales, improve service and improve collections.
Benefits
of this integration are:
-
Avoid
redundant data entry in two systems
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Automatically
create new customer accounts in QuickBooks
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Effectively
identify cross sell and up sell opportunities
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Provide
easy access to purchase history information
-
Quickly
assist customers with order status
-
Generate
more accurate invoice and proposals
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