DUBLIN, CA (October 6, 2005) FrontRange Solutions (Company
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Studies), a global leader in service management, CRM, and voice application solutions for the growing business and distributed enterprise markets, has announced that Open Text has purchased FrontRange's latest IT service management solution to support an enterprise-wide customer support operation.
Since it was founded in 1991, Open Text has grown to become the largest independent provider of Enterprise Content Management (ECM) software, with some 13,000 deployments across 114 countries worldwide and some 20 million user seats. Open Text is to implement the Incident and Problem Management modules of the FrontRange ITSM suite across six countries (UK, Australia, Canada, Germany, Singapore and the USA) in order to enhance its management processes.
"In our support centers, our main focus is consistent customer service processes and a consolidation of data sources," said Dave Wareham, Senior Vice President of Customer Support at Open Text. "We have established a strong partnership with FrontRange and have been impressed with their commitment in working with us every step of the way."
The FrontRange team has worked closely with Open Text to understand the company's key business drivers and existing operating practices, in order to develop a tailored solution based on the latest in service management best practice. "Designed from the ground up to support ITIL and other industry best practices and built on the Microsoft .NET foundation, we believe our product to be best in class in IT service management," says FrontRange sales director, Northern Europe, Steve Feeney.
A pilot system was deployed initially to prove the concept and a roll-out has now been agreed to integrate with third-party data sources, ensuring common practice is adopted with regard to every recorded incident. "The FrontRange solution will enable us to streamline our customer management processes and ensure a consistent, best-practices approach in the way we assist each customer," says Wareham.
"Furthermore," adds Feeney, "Open Text will be able to take advantage of ITSM's comprehensive range of reports, so users can identify trends which in turn will help provide an increased level of service to Open Text customers worldwide."
"The new modular ITSM suite is ideally designed to meet the toughest integration and service management problems," he concludes. "Fully customizable, scalable and offering anywhere access, it is a cost-effective solution which delivers the ideal combination of enhanced productivity and customer service."
About FrontRange Solutions
FrontRange Solutions develops award-winning software and solutions used by more than 130,000 companies and over 1.2 million users worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange product families, designed specifically for small-to-medium-enterprise (SME) and distributed enterprise organizations include: GoldMine® for business relationship management, team-based contact management and sales force automation solutions; IT Service Management with HEAT® and ITIL® standards-based modules for complete service management; and IP Contact Center for reduced telephony costs and increased agent productivity, streamlined customer service and communications; and Infrastructure Management, which provides the ability to optimize the full lifecycle of a company's assets. Customers representing 44 percent of the Fortune 100 and 76 percent of the FTSE 100, include Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, Campbell Soup, Bechtel Corp, Bank of America, and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com.
GoldMine, HEAT and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. 3Com and the 3Com logo are registered trademarks and TippingPoint and VCX are trademarks of 3Com Corporation or one of its subsidiaries. Other products, brands and trademarks are property of their respective owners/companies.
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