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“Soffront has worked with us to customize the software to efficiently meet our needs, instead of expecting us to change our current sales processes. For our size company, in our price range, there is no perfect out-of-the-box solution. Because Soffront has provided such excellent service and support and is willing to enhance the product to meet our needs, Soffront CRM has turned out to be a near perfect solution for us.”
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Louis
Lambert,
Director, North American Sales
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Wireless equipment manufacturer, Redline Communications Inc., wired for success with Soffront CRM
Background:
Redline Communication Inc., www.redlinecommunications.com, is a rapidly growing, privately held Canadian company located in the greater Toronto area. The company focuses on innovations in the broadband fixed wireless industry. The company launched its first product, the award winning and much anticipated AN-50 system, on August 9, 2002.
Requirements:
The company’s first priority was to provide superior customer service and support to their channel partners, as Redline has an indirect sales model. Redline currently has 30 Certified Partners in 26 countries. The number of customers is expanding rapidly, with Redline routinely adding one or two new partners every month.
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Provide world class support for partners from day one
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Embrace best practices in managing partners and enhance channel loyalty
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Establish business processes to effectively manage rapid growth
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Software easily customized to meet changing business needs
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Track customer issues, defects and returns
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Consolidate numerous sales databases into one
Solution:
Redline originally purchased Soffront CRM in early 2002 for customer helpdesk, return materials authorization (RMA), defect tracking, and trouble tickets. Today, every department in the company is using Soffront CRM – support, sales, marketing and engineering.
“We looked at several other software options, but ultimately chose Soffront because it was easy to use, easy to customize, web-based and cost effective,” explained Mulvey. “Our goal is to keep our customers happy and solve any challenges that may arise. Using Soffront CRM, we have complete visibility into issues – allowing us to respond efficiently within a timeframe that depends on the severity of the problem.”
Using Soffront CRM, partners access a central Redline support web site to open up trouble tickets, retrieve documentation, download software updates or patch releases. The partners are assigned user ids and passwords. Web access allows them to open up trouble tickets, as needed, 24/7. Escalation rules are set up that include several levels of action and notification within the company, depending upon the criticality of the issues.
Redline is currently using Soffront CRM in the sales department for contact management, account management, automatic lead generation and forecasting. Leads from the public web site are generated within Soffront and automatically distributed to the appropriate Redline territory manager, based on the geographical origin of the lead.
Results:
Redline has achieved the following benefits from the Soffront solution:
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Global partners access information and request support 24/7
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Trend analysis on real-time data provides immediate insights, resulting in remedial action
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Distribute web-based leads to partners and track them effectively
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Ease of customization allows software to be adapted to constantly evolving business processes
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