|
ACME PACKET PROVIDES
SUPERIOR CUSTOMER SERVICE AND IMPROVES EFFICIENCY
USING SOFFRONT CRM
--Web-based Software Allows
Customers to Track Tickets, Defects and Gain
Knowledge--
Fremont, California, February 06, 2004 -- Soffront
Software, Inc. (www.soffront.com), a leading
supplier of end-to-end CRM solutions, today
announced that Acme Packet™ (www.acmepacket.com) is
using Soffront CRM to provide superior service for
their service provider customers. Acme Packet's
Net-Net™ session border controllers enable real-time
interactive communications – voice, video and
multimedia sessions – across IP network borders.
They provide new session controls in the areas of
security, service reach and interworking, SLA
assurance, revenue and profit assurance, and
regulatory compliance.
Acme Packet purchased Soffront CRM in 2002 and is
currently using the software to track trouble
tickets and software defects. The company is also
using the Soffront customer portal to improve
service by allowing customers to track issues
online. Within six months, the company also plans to
use the software to implement a customer knowledge
base and Return Materials Authorization (RMA)
capabilities.
“Soffront CRM is exactly what we needed,” explained
Erin Medeiros Manager of Systems Engineering at Acme
Packet. “As a start-up, our goal was to meet our
customers’ service needs right from the start. We
wanted flexible, easy to use CRM software that also
provided essential functionality such as database
integration, web-based capabilities, knowledge base
and RMA.”
According to Medeiros, “We needed to be able to
integrate defect tracking with trouble tickets,
thereby improving efficiency. Using Soffront, the
two databases are linked, which saves us time and
allows customers to be updated in real time about
status of various issues. When a defect is fixed,
the ticket is automatically updated.” Medeiros
continued, “We also required a web-based solution.
Our tier 1 and 2 service provider customers expect
superior service, which includes the ability to
track issues via the Web.”
Medeiros concluded, “Soffront has provided us with
an easy to use, extremely customizable solution. The
software is user friendly and very flexible – we can
easily modify fields, making the software do exactly
what we need done.”
About Acme Packet
Acme Packet enables network service providers to
deliver premium, interactive communications - voice,
video and multimedia sessions - across IP network
borders. The company’s award-winning Net-Net family
of session border controllers satisfies critical
security, service assurance and law enforcement
requirements in wireline, wireless and cable
networks. Established in August 2000 by networking
industry veterans, Acme Packet is a privately held
company headquartered in Woburn, Massachusetts.
About Soffront Software
Soffront has the 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 Marketing and Sales Force Automation, Quotation, Order and Inventory management, Customer Service and Help Desk Software. Soffront also offers the greatest flexibility to configure and customize. Soffront’s customers include Fortune 500 companies, mid-sized businesses, federal, state, and local governments. Soffront is privately held, debt-free, and profitable. For more information, visit www.soffront.com.
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 |
|
|
|
