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“As
our company has grown and our software has
become more complex, Soffront CRM has grown
with us. It is currently used by all our
software development teams worldwide for
developing, testing and improving our
software. Soffront CRM is highly adaptive
and improves the efficiency of our entire
development team”.
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Marco Eugster,
R&D manager,
Leica Geosystems
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Business Challenge:
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Replace manual incident tracking process
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Create a centralized repository for all
incidents
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Provide a companywide flexible solution
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Implement a solution that would grow with the
company
Solution:
Benefits
Achieved:
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Implemented a central database for all incidents
that can be easily accessed by all developers
worldwide
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Provided a wealth of information on incidents
including status and forecasting
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Improved efficiency of the entire development
team
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Stable product development time due to increased
efficiencies
Leica Geosystems (www.leica-geosystems.com) is the
leading global provider of measuring technologies.
With close to 200 years of pioneering solutions to
measure the world, Leica Geosystems products and
services are trusted by professionals worldwide to
help them capture, analyze, and present spatial
information. Based in Heerbrugg, Switzerland, the
company supports tens of thousands of customers with
more than 3,500 employees in 28 countries.
When it has to be right
In the mid 1990’s Leica Geosystems started looking
for an incident tracking solution to replace their
manual process. When a company whose tagline is
“When it has to be right”, looks for a software
solution, you can bet they demand quality. They
found that quality in Soffront CRM.
“As our company grew, our manual incident tracking
process was no longer efficient enough,” said Marco
Eugster, R&D manager, monitoring solutions for Leica
Geosystems. “People from other departments and
divisions within the company needed to be able to
improve and test the software. We were looking for a
software product to track the quantity of incidents,
monitor the status of fixes, and forecast how long
it would take to complete the fix.
Adaptable, customizable – Soffront goes global
A small team of software developers at Leica
Geosystems started using Soffront software to try
out the software and determine if it would meet
their needs. The small team witnessed immediate
improvements. Because of the success with the
original developers, Soffront was purchased
worldwide to be used by all of the company’s
software developers. A CRM pioneer since 1992,
Soffront® Software Inc., www.soffront.com, is the
leader of CRM software.
“As our company has grown and our software has
become more complex, Soffront CRM has grown with us.
It is currently used by all our software development
teams worldwide for developing, testing and
improving our software,” said Eugster. “Soffront CRM
is highly adaptive and improves the efficiency of
our entire development team.”
A centralized repository improves efficiencies
Eugster explained that Soffront provides Leica
Geosystems with a centralized repository for all
incidents. “Using Soffront, we can closely monitor
incident workflows and the time remaining to fix all
open bugs. With this information, the project leader
can then intervene and escalate problems, if needed.
In the past, this type of information was not
available to him. Being able to get an idea of how
much time remains to fix all open bugs is a huge
benefit to us.”
Soffront’s strong web based interface allows the
entire development team to view the status of every
incident, no matter where they are located. In
additions, the software is well-known for its ease
of use and extensive customization capabilities.
“Within our large organization, it is extremely
important for us to customize forms and workflows to
meet the needs of our many software teams
worldwide,” continued Eugster, “When we implemented
Soffront software, we didn’t encounter any
resistance, because the software is highly
adaptable. Soffront allows us to customize incident
entry forms and workflows to meet the diverse needs
of our global teams, such as changes in domains,
cultures, and workflows.”
A stable product with excellent customer support
Over the years, the stability of the Soffront
software has been excellent. “It is imperative that
the software is 100% available for all users. A
black out of the system during a hot project phase
would be disastrous for our development teams and
would stop the entire product development. With
Soffront, we have never experienced a problem with
reliability.” Eugster summarized, “We have been
extremely satisfied with Soffront; their expertise
and customer support are excellent.”
Eugster concluded that Soffront allows them to
analyze and enhance their performance. “We can now
track information that helps us improve the entire
incident life cycle, resulting in improved
efficiencies and a higher quality product.”
About Soffront
Soffront Software Inc. has experience, technology and focus for mid market companies seeking CRM solutions. A pioneer of CRM since 1992, Soffront offers end-to-end, fully integrated CRM solutions spanning sales, marketing, customer service and employee help desk. With more than 500 CRM customers worldwide, Soffront’s installed base includes Fortune 500 companies, mid-sized businesses, federal, state, and local governments. Soffront is privately held, debt-free, and profitable.
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