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REDLINE COMMUNICATIONS
IMPLEMENTS SOFFRONT CRM TO ENSURE COMPREHENSIVE
CUSTOMER SERVICE
--Soffront’s Easy to Use
CRM solution Chosen to Smooth Launch of Broadband
Fixed Wireless Solutions to Customers---
Fremont, California, August 26, 2002 -- Soffront
Software, Inc., www.soffront.com , a leading
supplier of end-to-end CRM solutions, today
announced that Redline Communications Inc., a
privately held Canadian company, has implemented
Soffront CRM. Redline Communications,
www.redlinecommunications.com , selected Soffront’s
CRM solution to ensure comprehensive customer
service and support as the company launched its
broadband fixed wireless solution on August 1.
“We implemented Soffront CRM to make certain that
the highest levels of service and support were
available to our customers at the introduction of
our product,” said Jeff Mulvey, Director Technical
Services at Redline Communications. “Our two primary
challenges involved tracking trouble tickets and
defects, and we felt that Soffront CRM best met our
requirements.”
“Redline Communications looked at several other
options but ultimately chose Soffront because it was
easy to use, easy to customize, web-based and cost
effective,” explained Andy Eu, Senior Field Engineer
at Redline Communications. “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.”
Redline Communications is currently using Soffront
CRM for web-based ticket submission, customer
helpdesk and defect tracking. The company also plans
to implement Soffront Laptop -- a feature of the
software that allows field service workers to
remotely access the CRM system, even without
Internet connectivity. A disconnected client can
access all of the functions of Soffront CRM, and
then synchronize the data at a later time when
connectivity is available.
Eu went on to explain that every department in the
company is using Soffront CRM – support, sales,
marketing and engineering. “Soffront offers a
comprehensive CRM solution that can be easily
integrated company-wide. We are impressed with the
breadth of the Soffront CRM software and are looking
into other solutions of the software such as the
sales and marketing functions.”
Soffront Customer HELPDESK helps manage customer
support tickets from submission to resolution,
thereby providing companies with a powerful tool to
enhance customer satisfaction, reduce support costs
and improve support staff productivity. The trouble
ticket workflow is configured to match a company’s
support process, and action buttons are dynamically
generated to guide support reps through that
process. This module ensures that nothing slips
through the cracks – identifying where a ticket
stands at every step in the process.
Soffront DEFECT TRACKING, tracks product defects and
manages enhancement requests from initiation to
closure. Defect tracking enhances product quality,
increases productivity, and compresses the product
release cycle, thereby increasing customer
satisfaction and reducing time-to-market. It also
provides for test case management and integrates
with popular source control packages.
Soffront Software Inc., a pioneer in the CRM market
since 1992, offers end-to-end CRM solutions
consisting of several integrated modules. The main
modules consist of the following solutions: customer
and employee help desk management (Soffront HELP
DESK), sales force automation (Soffront SALES),
marketing automation (Soffront MARKETING), asset
management and auditing (Soffront ASSETS), IP-based
robust call center (Soffront CONTACT CENTER),
self-service knowledge management (Soffront
KNOWLEDGE MANAGEMENT) and defect tracking (Soffront
DEFECT TRACKING). Soffront’s installed base
includes several Fortune 500 companies and small to
mid-sized businesses across many industries.
Trademarks are the property of their respective owners.
For more information or for executive comment, contact:
Media Contact:
Alison Golan, Golan Public Relations
Phone: 904-230-0349
alison@soffront.com |
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