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AVOCENT CORPORATION
AUTOMATES HELP DESK USING SOFFRONT CRM
--Automatic Ticket Routing
and Priority Notification Saves Time, Money, and
Improves Customer Satisfaction--
Fremont, California, January 10, 2005 -- Soffront®
Software Inc.
www.soffront.com, a leading provider of CRM
software, today announced that Avocent Corporation,
www.avocent.com,
has improved efficiency in their help desk using
Soffront CRM. Avocent Corporation (NASDAQ: AVCT) is
the leading supplier of connectivity solutions for
enterprise data centers, service providers and
financial institutions worldwide. Soffront CRM is
helping Avocent save time and improve customer
satisfaction through automation and priority
notification of trouble tickets.
Avocent initially rolled out Soffront CRM in their
Alabama office in 2004 and has now expanded it to
support their entire global infrastructure. Teams
located in Alabama, Florida, Washington, Canada,
Ireland, and Hong Kong use Soffront CRM to track and
manage IT infrastructure problems and resolutions.
“We selected Soffront over other CRM solutions
because it offered a robust, feature-rich, web-based
solution that was also easy to customize,” explained
Tom Ridinger, administrator, Avocent Corporation.
“Now our IT managers have instant access to overdue
tickets, projects, and open issues across all
sites.”
According to Ridinger, the company’s previous
solution was a time-consuming, manual process. “With
Soffront, the tickets are routed immediately using
rules based on the employee's location and the type
of problem identified.”
Avocent’s technicians can now quickly manage
tickets, resulting in improved customer
satisfaction. “Each time a ticket is submitted, the
routing rules determine which technician can most
likely solve the problem and what type of
notification is required,” said Ridinger. “Depending
on the priority or type of employee submitting the
ticket, notifications are sent directly to a tech's
cell phone within seconds.”
Avocent also uses Soffront CRM to comply with
Sarbanes-Oxley legislation. “Our Soffront
installation has become the central repository for
answering any audit related question,” explained
Ridinger. “We use it to document and track all
electronic approvals for access control changes,
saving us time and money.”
About Soffront Software
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. Soffront’s installed base includes
Fortune 500 companies, mid-sized businesses,
federal, state, and local governments. Soffront is
privately held, debt-free, and profitable.
Trademarks are the property of their respective owners.
For more information or for executive comment, contact:
Media Contact:
Alison Golan,
Phone: 904-230-0349
alison@soffront.com |
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