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“We chose Soffront because it was web-based,
it supported our current Oracle database,
and the license costs were extremely
competitive. In addition, we were impressed
with the software’s customization
capabilities”.
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Francesco Mollisi,
Senior Consultant,
Thema Consulting
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Business Challenge:
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Improve the efficiency of the helpdesk and
software development
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Create a centralized repository for all data
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Provide a companywide flexible solution
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Implement a solution that was easy to customize
and would grow with the company
Solution:
Results:
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Efficiency increased by thirty percent
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Customer service and workflow improved
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Easily accessible central database implemented
for all customer data and defects
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A simple to use, easily customizable solution
created
THEMA Consulting is a leading independent provider
of risk management, treasury and trading services
and software, thanks to its competence gained in
more than 20 years supporting major financial
institutions in the capital market activities. By
integrating financial, organization, and
technological skills and through its own software
platform MasterFinance, THEMA acts as a reliable
partner able to assist clients facing transformation
processes to achieve their business strategies. It’s
team of specialists is dedicated to providing
clients with the best support in the industry,
through proven work methodologies and a continuous
training process.
When THEMA Consulting went looking for a business
solution for themselves in 1997, they used the same
high standards they use to find solutions for their
clients. They found what they were looking for in
Soffront Software, a leader in CRM solutions for
small to midsized companies around the world.
Challenge: Improve efficiency
“We wanted to improve the efficiency of our help
desk and our software development processes,” said
Francesco Mollisi, Experienced Senior Consultant at
THEMA Consulting. “We needed to more effectively
manage help desk tickets from our customers. In
addition, our workflow for tracking and fixing
software bugs—from detection to development to
testing—needed to be streamlined.”
Solution: Soffront CRM
After researching numerous solutions, THEMA
Consulting selected Soffront CRM. “We selected
Soffront because it was web-based, it supported our
current Oracle database, and the license costs were
competitive,” explained Mollisi. “In addition, we
were impressed with the software’s customization
capabilities.”
Soffront provided a feature-rich solution that
improved efficiency in customer service, help desk,
and defect tracking. “Using Soffront, we found a
solution that allowed us to access accurate
information quickly,” added Mollisi. “We also
enhanced our internal communications and automated
bug tracking and help desk tickets.”
Meeting needs throughout the years
A Soffront customer since 1997, THEMA Consulting has
relied on Soffront through the years to improve the
efficiency of their help desk and software
development. The company purchased software upgrades
in 2000 and 2003. According to Mollisi, “We have
stayed with Soffront because the software is
feature-rich and flexible, allowing us to
continually improve the workflow and integration of
our help desk and software development.”
Another reason THEMA Consulting has continued to use
Soffront is because of its simple, easy to use
customization capabilities. Soffront 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. When these changes
are completed, the system automatically generates
all the code that is needed.
Thirty percent efficiency improvement
According to Mollisi, Soffront CRM saves the company
time by improving workflow and reducing manual
processes. “Using Soffront CRM, all of our processes
are streamlined; we estimate we have gained thirty
percent efficiency in all of our internal workflow
processes.”
User friendly tools help create and manage forms,
queries and reports, resulting in improved problem
management. The software also improves the workflow
for defect tracking and helpdesk tickets. Mollisi
continued, “Soffront allows us to follow the defect
through status updates, such as Open, Accept, To
Test, and Closed.”
Soffront CRM helps THEMA Consulting manage their
customer information more effectively. “We can now
access a huge amount of data quickly. We are
confident that this information is accurate, and we
use this data to increase efficiency and improve
management reporting,” said Mollisi. “The enhanced
management of customer information has allowed us to
dramatically improve our customer service.”
Quality software, excellent customer service
“Soffront CRM is a robust solution that we can
quickly customize to meet our changing business
requirements,” Mollisi concluded. “We are pleased
with the quality of the software and the excellent
customer service that Soffront provides.”
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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