One of the biggest challenges facing customer support organizations today is information. In the past, customer-facing companies often had too little information; today, the problem is often the reverse: companies are in possession of a large number of databases full of information, but the data is often fragmented, poorly integrated and spread all over the company.
To operate at maximum efficiency, a customer support organization needs its relevant customer data to exist as one entity in order to avoid missing data that results in asking customers for their information repeatedly, making errors of omission or missing expanded sales opportunities that well-organized data can present.
The answer is often found in a comprehension customer relationship management solution (CRM). While larger companies usually have complex CRM installations that can help them ensure their customer information is all in the same place, the challenge has been greater for smaller companies, which often require a simpler alternative to comprehensive CRM software.
One company that found itself in this position recently is StoneEagle Group, a Richardson (News - Alert), Texas-based company that designs, develops and delivers software solutions and administrative systems for insurance carriers and administrators in the automotive and financial industries.
StoneEagle Group determined that they needed to improve their business processes to improve their customer service by eliminating silos of information within the company. With its existing solution, StoneEagle had no visibility into the installation of its products. It also lacked the ability to track internal issues and the associated labor costs. In an effort to solve these problems, the company approach a number of CRM solutions providers to help them meet their goals, ultimately choosing CRM provider Soffront.
Soffront’s CRM solution allows clients to manage their customer information, including keeping track of contacts, sharing information across the enterprise and categorizing the data in a way that makes sense. It also helps companies track their relationships and transactions, convert leads into sales, manage activities and to-do lists and support customers both one transaction at a time and on an overall customer lifecycle basis. It’s also easy to use, which helps boost adoption rates across the enterprise.
“We selected Soffront because the product is intuitive and flexible,” said Brent Taylor, vice president of Operations at StoneEagle Group. “We can do all the custom work that needs to be done. After looking at all of the other products, we determined that Soffront represented the best value and functionality.”
The Soffront system has helped StoneEagle consolidate a significant amount of data together under a single repository. The company is using Soffront’s project management, software defect tracking, customer support, customer portal, knowledge base and Outlook Integration applications.
StoneEagle’s customer service improved dramatically with installation of the customer portal. Now customers can see the status of their projects without having to pick up the phone and call. They can view open projects and know exactly where things stand, which has boosted customer satisfaction.
“When you combine this rich of a suite of applications with the number of divisions that are using Soffront, you can imagine the improved customer service we are enjoying,” said Taylor, who notes that the customizable solution has enabled StoneEagle to fit the software to their business processes. “This capability has allowed us to increase service levels beyond anything we’ve experienced in the past. When we integrate with our AS/400 we will have complete visibility into our information systems which will increase our productivity as well,” he added.
Automatic e-mail notification promotes a seamless workflow across all divisions. The company’s Web-based service division, enterprise level administrative systems division, operations division and customer service division all use the Soffront solution today.
“With automated functions, all of the necessary personnel know what’s happening in real-time and we can be responsive to customers,” said Taylor. “Moreover, the company benefits with cross-division collaboration and sharing of information that normally might never have reached a key member of the team.”
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Edited by Rachel Ramsey