New Version of FootPrints Asset Management
UniPress Software announced an enhanced version of its FootPrints Asset Management solution. Fully integrated with the FootPrints web-based service desk, the new version of FootPrints Asset Management helps support agents troubleshoot and resolve IT issues faster and offers organizations of all sizes greater control of their IT assets. (about UniPress)
SPI Launches New Consulting Practice
Sales Performance International (SPI) announced the formation of a new consulting practice to help SPI's clients drive improved "revenue engine performance." The new consulting practice was formed to address holistic transformations in sales and marketing for clients, built around a solution-centric orientation.
HDI Releases 2004 Practices Survey
HDI released the findings of the HDI 2004 Practices Survey. The study, designed to provide high-level guidance to support center managers, identifies performance, technology and service trends for support center operations. Overall, the industry trend this year seems to be toward empowering the customer, with an increasing number of organizations allowing direct customer input and reporting, and allowing customers to directly review the status of their requests. (about Help Desk Institute)
On-Demand CRM Services Will Continue to Take Market Share from Traditional Vendors
On-demand CRM customers are much happier with their vendors than customers of traditional CRM vendors, according to a recent survey of CRM customers conducted by Info-Tech Research Group. 78% of Salesforce.com customers surveyed are very satisfied with the vendor, whereas only 37% of Siebel customers surveyed are very satisfied with their vendor. "The results were somewhat surprising to us," says Janet White, the lead analyst on the study of 14 leading CRM vendors. "Fully 100% of Salesforce.com clients we surveyed were either satisfied or very satisfied with the vendor, compared to only 64% of Siebel customers who felt the same way."
PR, Surado CRM Integration for Intuit QuickBooks Released
Surado Solutions announced the release of Surado CRM Integration for Pro, Premier and Enterprise Versions of QuickBooks Financial Software. The release of Surado CRM Integration for QuickBooks adds another option to Surado CRM's Integration for Financial Systems, which also includes an option to integrate Surado CRM with Microsoft Great Plains.
RightNow Enables StarCite
RightNow announced that its flagship RightNow Service solution has enabled event-and-meeting solutions provider StarCite to both improve customer service and reduce operational costs during a period of 400 percent business growth. The insights gained about customers as a result of its RightNow implementation have also enabled the company to make customer-driven improvements to its market offerings. (about RightNow)
TELUS With Amdocs
Amdocs announced that TELUS has turned to Amdocs for billing and order management solutions and associated implementation services. The Amdocs technology will provide TELUS Communications with an integrated platform for customer care, billing and ordering, allowing TELUS to enhance customer service and rapidly roll out new products.
Data Sciences Achieves 99.5% Availability Rate with Parature
Parature announced that Data Sciences (DSI) has chosen Parature's Customer Support Solution to support their customer base. After an initial evaluation period, Parature was selected over its competition for ease of use, quick implementation and competitive pricing. (about Parature)
Sento Closes Acquisition of Xtrasource
Sento announced that it has completed its previously announced acquisition of the operating assets of Xtrasource, an advanced contact solution provider. The transaction included the purchase of the assets and assumption of certain liabilities of Xtrasource (approximately $500,000 in net liabilities, as expected) as well as the acquisition of all the stock in its wholly owned European operations.
BT Selects Sant Software
BT and The Sant Corporation announced that BT has selected Sant software to automate the creation of sales proposals across all major business units. BT will deploy Sant Suite to over 5,000 employees to improve productivity and increase win rates.
Vesta Forsikring With Siebel Insurance
Siebel Systems announced that Vesta Forsikring has increased the number of customer service requests closed the same day by 20 percent in 12 months using Siebel Insurance. By synchronizing customer portfolio information across every channel of interaction, this Norwegian general insurance company has also increased the percentage of "one call resolution" cases and significantly improved its cross-selling and up-selling capability.
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