Handling help desk tickets through email was a time-consuming process with no real means of tracking issues
Fremont, CA (PRWEB) October 26, 2006 –-
Soffront® Software Inc., http://www.soffront.com, a leading provider of CRM software, today announced that Ensafe Inc. has implemented Soffront CRM to improve their help desk operations. Ensafe is using Soffront On-demand CRM to increase help desk efficiency. Ensafe is also utilizing the software to develop a customer knowledge base and self help program. Ensafe (http://www.ensafe.com) provides environmental consulting services to clients worldwide.
Prior to Soffront, Ensafe was using email to track trouble tickets. "Handling help desk tickets through email was a time-consuming process with no real means of tracking issues," said Joseph E. Petrie, MIS manager at Ensafe. "Soffront CRM now provides our IT department with a more efficient process, and it has allowed us to set up other functionality such as knowledge base and self-help."
According to Petrie, Ensafe looked at other solutions before selecting Soffront. "We choose Soffront CRM because it was easy to use, cost effective, and feature-rich. I was very familiar with Soffront, because I had used it at a previous company and had been impressed with the product and its capabilities," explained Petrie. "I felt that it was a good fit for our current needs here at Ensafe."
Soffront Help Desk is the most mature help desk software in the industry for mid-size businesses, helping companies manage customer support tickets from submission to resolution. Ensafe is using the software for numerous processes including: ticket tracking, workflow, notifications to users/IT department, and knowledge base applications based on problem/solution.
"Since implementation, we have seen excellent results—better response times to end users and increased customer satisfaction," noted Petrie. "The software has also helped us increase efficiency and decrease duplication of efforts. Overall, fewer man hours are spent on trouble ticket issues. I would estimate that our overall savings so far this year is approximately $65,000."
Soffront Software Inc. has 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 sales, marketing, customer service and employee help desk. With more than 2,500 customers worldwide, Soffront's installed base includes Fortune 500 companies, mid-sized businesses, federal, state, and local governments. Soffront is privately held, debt-free, and profitable.