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“The extraordinary customization capabilities of Soffront products allowed us to create tables that were compatible with our old database structure, thereby helping us to quickly and easily import all the data that we had already accumulated. Because Soffront’s software is so easy to implement, we had our project operational in less then one week."
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Director of Operations, Sand Technology
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SAND Technology improves Customer Service and Problem Resolution with SOFFRONT CRM
Background:
Sand Technology provides high-performance, scalable software solutions for data mining, data marts, data warehouses and online analytical processing (OLAP). Sand's Nucleus product suite brings patented technology to the business user, empowering more timely and accurate decision making. Nucleus is being used in the Retail, Finance, Healthcare, Transportation, Telecommunication, Manufacturing, Government and Insurance sectors to support strategic corporate initiatives including: e-Business; CRM (Customer Relationship Management); SAP™ reporting; SCM (Supply Chain Management); risk analysis and management; new business; product trend and profitability analysis; fraud detection; emerging markets; competitive analysis, and quality control.
Requirements:
Sand Technology needed a web-based solution to improve customer communication and resolve software support issues faster. They wanted a solution that can be customized for their business, rather than force-fitting their process to the software.
Solution:
Sand Technology implemented Soffront’s TRACKWeb Defects, TRACKWeb Help Desk and TRACKRules in February of 2000 and since that time has been successfully using the products.
“Sand Technology has consistently chosen Soffront’s TRACK products for several reasons, including customization, ease-of-implementation, and superior web-based technology,” explained Director of Operations, Sand Technology. “Before selecting Soffront, we looked at many web-based products to meet our needs. Soffront was the only one that was fully customizable. In addition, we were easily able to handle all of the customization needs ourselves, without having to hire outside consultants.”
“The extraordinary customization capabilities of Soffront products allowed us to create tables that were compatible with our old database structure, thereby helping us to quickly and easily import all the data that we had already accumulated,” explained the director. “Because Soffront’s software is so easy to implement, we had our project operational in less then one week. Other products we tried could not compete with this, taking as long as three weeks to implement products that did not have nearly as many features.”
Results:
Sand Technology has used the Soffront software to create a central database that anyone can access from anywhere in the world to report problems or find a resolution to a problem. This central database reduces the amount of phone calls to their technical support staff, along with reducing any downtime for their customers. The company plans on using TRACKWeb KMS to improve this system even more.
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