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“Even with significant growth, we were able to actually increase customer satisfaction without having to hire additional support staff. We can directly attribute this to the implementation of Soffront Knowledge Base and self help tools.”
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Joe
Ayyoub,
Director, Professional Services and Support
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Global Leader in Hosting Management Software, Ensim Corporation, Improves Customer Service with Soffront CRM
Background:
Ensim Corporation, (www.ensim.com) the Sunnyvale, California-based global leader in Web-hosting automation solutions, is positioning itself to become a major player in the software industry. Ensim provides solutions to service providers to help them market and sell hosting services to small and medium-sized businesses.
Requirements:
But along with dramatic growth comes challenges, unless a company has conscientiously prepared in advance. One of the major challenges companies can face when confronted with quick expansion is how to effectively meet the onslaught of customer service issues. The challenge was to improve customer service even with dramatic customer growth--without incurring additional cost.
At an operational level, Ensim wanted to combine numerous separate databases into a single, effective, and easy-to-use solution. "We were looking for a feature-rich and flexible CRM solution to provide the highest levels of self service, customer ticketing and knowledge-base functions on our Web site," said Jim Macellaro, director of IT at Ensim Corporation. "We were also looking for a product that would enable us to combine all of our separate databases -- defect tracking, sales force automation, and customer ticketing -- into a single, effective, and easy-to-use database."
Solution:
“To ensure that the CRM software we selected met our goals, we put together a detailed list of criteria and then weighted each need based on importance,” said Macellaro. “Soffront CRM easily topped the ranking, giving us the most features we needed for the best price.” According to Macellaro, three key features were important differentiators between Soffront CRM and other solutions:
Web-based functionality, flexibility, and
integration.
Soffront offers Ensim a web-based integrated solution spanning the defect tracking, customer ticketing and sales force. Ensim uses Soffront Customer Helpdesk, Web Tickets, Knowledge Management, Defect Tracking and Soffront Sales solutions.
Results:
Ensim has achieved the following benefits from the Soffront solution:
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Tripled operational volume and still improved customer service
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Implemented Soffront CRM to form a single and comprehensive solution
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Immediate ROI – no additional resources needed to handle dramatic increase in growth
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