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MATTHEW FERRARA SEMINARS
STREAMLINES HELPDESK PROCESSES AND GAINS BETTER
VISIBILITY USING SOFFRONT CRM
Fremont, California, October 27, 2003 -- Soffront
Software, Inc. (www.soffront.com), a leading
supplier of end-to-end CRM solutions, today
announced that Matthew Ferrara Seminars (mfseminars.com),
has implemented Soffront CRM to improve their TECH
HOTLINE service. Matthew Ferrara Seminars is a
nationwide technology training and hotline provider
for the real estate industry.
“Prior to Soffront CRM, we were not able to capture
all the data we were gathering and easily convert it
into useable information,” said Jon Helin, Helpdesk
Manager at Matthew Ferrara Seminars. “Especially in
the area of reports, we were struggling to manually
compile reports by exporting data, read through it
with a tool I downloaded from the Internet, and
manually write reports. Soffront allows us to track
information and report on that information almost
instantaneously, saving me at least one full day of
work every week.”
According to Helin, Matthew Ferrara Seminars chose
Soffront CRM because it was the most flexible
solution they could find in their price range. “Many
products we looked at had holes in their
functionality, not allowing us to do what we needed
done. Soffront is so easy to customize, we can
change it to meet our needs and how we work with
very little programming experience.”
A major reason MFS chose Soffront was that the Tech
Hotline needed a web-based solution in order to save
money. “We have contracts with many different
companies, therefore we have an enormous database.
If we had to run the application locally, we would
need to have very high capacity machines on each
agent’s desk,” explained Helin. “Because the
software is web-based, we run the application as a
thin browser client. Soffront not only reduces
maintenance costs, but also allows us to have lower
capacity, lower priced machines.”
The software’s reporting and survey capabilities, in
particular, have substantially improved the
company’s helpdesk operations.
Reporting—According to Helin, it is now much easier
to generate charts and graphs and report trends to
their customers. For example, if the TECH HOTLINE
receives numerous calls on a certain issue from one
company’s employees, the reporting feature allows
Matthew Ferrara to quickly spot to this trend.
Matthew Ferrara Seminars uses this information to
educate their customer that their employees need
training in a particular technology. This creates a
“total service loop” for their customers by turning
data regarding support issues in to targeted
training goals.
Surveys—Customer satisfaction surveys are an
important part of the help desk process at Matthew
Ferrara Seminars. After each ticket is closed,
Soffront will automatically pop up the person’s
email address. The helpdesk agent simply emails the
customer satisfaction survey with two quick clicks.
Previously, the survey process was time consuming
and required them to send giant batch emails that
took all day to complete.
“We absolutely love the software—Soffront developed
the software on a robust, well-thought out design
using standard technologies. The software is
cost-effective, easy to understand and flexible.
Soffront CRM has the capability to grow as we grow
because it has so many modules that we aren’t ready
for yet, but we expect will help us in the future.”
Helin concluded, “We’ve seen excellent results with
what we have now. It has streamlined our whole
process and given us a clearer, real-time view of
what is going on with our customers.”
About Matthew Ferrara Seminars, Inc.
Since 1990, Matthew Ferrara Seminars, Inc. has been
providing training to senior management and top
agents so that they may effectively implement
competitive technology practices for advanced real
estate brokerage strategies. In 1999, Matthew
Ferrara Seminars, Inc. established the TECH HOTLINE,
the industry's first "all topics" technical support
service for REALTOR associations and companies.
Matthew Ferrara Seminars' TECH HOTLINE currently
supports over 500,000 agents, brokers and
association executives.
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 |
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