|
Press Release |
|||
|
CustomerSoft Selects Control-F1Enterprise CRM Provider Strengthens Customer Lifecycle Management with the Addition of eSupportCalgary, Alberta – September 18, 2002 – Control-F1, the leading provider of eSupport software, today announced that CustomerSoft, a CRM solution provider for mid-tier companies, has chosen CF1-Live to provide remote support to its clients.CustomerSoft, a privately held company headquartered in Colorado, was looking for a remote support solution to enhance its current helpdesk offerings, which includes ESP and ESPortal. ESP and ESPortal are CustomerSoft's flagship self-service support interfaces that enable customers to access online knowledge bases or submit incident tickets and product orders over the Internet. CustomerSoft clients experience a broad variety of support issues that range in complexity. While basic questions can be answered with a self-service knowledge base, the more urgent and complicated items require assistance from a 'live' support agent. CustomerSoft saw the requirement for a remote support solution to expedite the support process and have customers back up and running as soon as possible. "We evaluated a number of different products and found CF1-Live to be the only one offering the complete solution," stated Richard Souders, CEO at CustomerSoft. "CF1-Live has all of the functionality that our support agents require to get our customers back up and running quickly. From a management level, CF1- Live has built-in analysis and repair tools that help reduce session lengths and increase first call resolution rates. The reporting features allow us to measure usage statistics and proactively support our clients." With a customer base that includes enterprise organizations in the healthcare, technology, energy, and telecom industries, Control-F1 has proven its ability to deliver the most complete eSupport solution in the market. CF1-Live is the market's first product to fully integrate a complete set of collaboration, diagnostic, repair, and support automation tools that enable support agents to solve problems faster and more effectively than ever before. CF1-Live is able to present support organizations with a number of benefits, including decreased operational expenses, greater productivity, and increased customer satisfaction through faster and more effective incident resolution. Utilizing CF1-Live, diagnostic data can be retrieved and remote repair delivered more than 75% faster compared to traditional support methods. Organizations who have powered their support centers with CF1-Live have realized substantial reductions in call resolution times and cost savings up to 50% per incident. "CF1-Live adds a progressive level of service to our support capability, and allows us to increase our opportunities to improve the customer experience," continued Souders. "CF1-Live is the perfect complement to our support offerings." "We are extremely pleased that CustomerSoft has chosen CF1-Live as the means to augment their solution set and maximize the potential of their helpdesk operation," stated Veer Gidwaney, CEO of Control-F1. About Control-F1 Control-F1 is an innovator in eSupport software. The company’s vision of improving the customer experience has resulted in the market’s most comprehensive eSupport solution. Control-F1 empowers companies to deliver live and automated technical support via the Internet. Control-F1 enhances customer and employee satisfaction, increases customer acquisition and retention resulting in greater revenue, maximizes corporate productivity, and enhances helpdesk efficiency. Control-F1 has been recognized as an industry leader through a variety of prestigious awards; including the 2001 Product of the Year from Customer Interaction Solutions Magazine, the Users Choice Awards for 2000 and 2001, and the 2001 TMC Editors’ Choice Award. Please visit www.control-f1.com for more information. About CustomerSoft CustomerSoft is a developer and distributor of customer management and enterprise-wide Customer Relationship Management (CRM) applications and solutions designed to help companies increase both revenues and profits through improved client contact and management. The Company provides its customers with the ability to automate CRM functions across the enterprise utilizing a common customer record and customizable views for each organizational unit. The Company's products automate call centers, customer support and service, defect and asset tracking, sales and marketing management, problem management, user self-help, and e-mail response. CustomerSoft has been recognized as an industry leader through a variety of awards; including the Customer Inter@ction Solutions - 2000 Product of the Year Award, Technology Marketing Corporation - 2000 CRM Excellence Award, C@ll Center Solutions - 1998 Product of the Year, and C@ll Center Solutions - 1998 Editors Choice Award. Editorial Contact: Deanna Blake Control-F1 403.270.2410 deannab@control-f1.com top of page |
|||