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Thema Consulting has
upgraded to the latest version of Soffront CRM. “We have found
Soffront CRM to be feature-rich and flexible, allowing us to improve
the workflow and integration of our help desk and software
development,” said Francesco Mollisi, senior consultant at THEMA
Consulting, SA. “In addition, the features included in Soffront Help
Desk are robust and useful--features such as email notification,
statistics, query, and report manager.”
Thema Consulting originally selected Soffront because it is web and
Oracle based and because of its customization capabilities. “We have
stayed with Soffront and continue to upgrade the software because it
is easy to configure and customize.” – added Mollisi.
“Soffront CRM allows a user to add fields on the fly, modify the
views of each object, add new database tables, link to other parts
of the system and create workflows-all without writing a single line
of code,” explained Manu Das, Soffront’s president and founder.
“When these changes are completed, the system automatically
generates all the code that is needed–a unique approach in the CRM
industry not available in other systems.
Click here to read
more
on this story.
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 Soffront
CRM Q&A
Question:
How can
my Customer Support Manager get an automatic notification if a
critical ticket remains open for more than 2 days?
Answer:
You can setup Escalation Rules to send notification when the status
of a ticket does not change for a pre-defined duration.
To set an Escalation Rule, use the procedure outlined below,
1. Log on to TRACKWeb.
2. On the Task Bar, click Setup.
3. From Rules setup, click Escalation Rules. Click the New
icon.
4. Select the Table from the Object box drop-down list on which you
want to set an escalation rule.
5. In the Name box, enter the name for your rule.
6. Under Rule condition, select the duration (in
Minutes/Hours/Days/Weeks) for which the status of a ticket doesn't
change before the rule fires itself.
7. Under the Whom to notify option,
a) Check the Email to these addresses box, and specify the
addresses to whom you want to send the notification on the rule
being fired.
b) Check the Email to these groups box and select the TRACKWeb
groups from the list to whom you want to send this notification.
c) Check the Email to these users box and select the users from
the accompanying list to specify the TRACKWeb users to whom you want
to send a notification.
d) Check the Use notify fields to send mails box and select the
notify fields against whom you want to send a notification.
e) Check the Email to the following box and select linked records to whom
you want to send a notification.
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Module of the month:
Order Processing
Soffront Order processing provides a
complete 360 degree view of customer, quote, order, purchase,
pricing, and shipping information. It fully automates the sales
order process to significantly improve order fulfillment, retain and
attract customers and boost service levels.
Soffront Order Processing is tightly integrated with Soffront CRM
and other back office products like Intuit's QuickBooks or Microsoft
Great Plains through Soffront's best in class Back Office
integration.
Key
benefits:
-
Manage the entire sales order lifecycle
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Complete view of order history and status across all departments
-
Sales
commission calculation and profitability analysis
-
Automated Back Order Management
-
Real-time
Inventory support
-
Integrated
with external back office systems
Click here to find out
more about this feature.
Maximize your
return on capital assets
Soffront Asset Manager
provides you with complete visibility into your corporate assets. It
gives you the information you need to optimize equipment
performance, track software assets, and make financial and
operational decisions that maximize asset performance. Soffront
Assets helps manage your portfolio of assets – whether they are IT
or fixed assets like tables/chairs.
With Soffront Asset
Management, you can tag your asset, know where it is at all times
and who is using it. The solution can even locate IT assets
automatically and provide a complete audit of local systems.
Computers on your network can be included or excluded from the audit
list easily to provide you with precise auditing of departments,
regions or more finite groups.
Key features:
-
Automatic
discovery of IT assets
-
Roster of all
assets with tag numbers
-
Capture lease,
supplier and purchase order information
-
Automatic
notifications for contract renewal and maintenance schedules
-
Capture warranty &
contract information
-
Reports for assets
planning and forecasting
Click
here for
more details on these programs.
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