TouchStar Software Enhances Its Client Support Services Division Enabling World Class Customer Service

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TouchStar re-engineers its business processes, management structure, and education programs to provide quality customer care.

TouchStar Software today announces the completion of a six-month strategic re-engineering project to maximize TouchStar's ability to deliver world class customer service.

The Client Support Services Division is responsible for sales engineering, implementations, customer support, training, and procurement. Steve Bederman, CEO of TouchStar Software, led the re-engineering project to establish an infrastructure that supports future growth. The entire management team participated in the project and made significant changes to TouchStar's business processes, management structure, and education programs.

"TouchStar, as one of the fastest growing companies in the world in its industry, is challenged beyond the rules of most conventional companies because of our customer-centric values. We must ensure the scalability and fundamental soundness of our organization to continue to meet the TouchStar branding that represents our complete and utter interest in the client," states Steve Bederman.

TouchStar has expanded rapidly over the last four years and the growth will continue through new sales and the acquisition of competitors. TouchStar's Core Value is to honor our client's trust in choosing us, while serving them with integrity, passion, relentless effort, and sound processes.

The first phase of the project was to review all business processes and identify all points of improvement. Weekly meetings were conducted to review potential improvements and ensure all business units agreed with the changes and had the resources to support them.

The second step involved re-evaluating the management and labor resources in the Client Support Services Division. TouchStar added resources and identified the metrics required to match labor resources with future growth. Laura Casselli, TouchStar Software Director of Operations, will lead operations to tightly manage business processes. "I'm looking forward to expanding the Client Support Services Division worldwide for TouchStar, while maintaining the current level of dedication to customer service and support," states Laura.

Working alongside Ms. Casselli is Kenneth Farrell, Assistant Director of Operations. Kenneth has been with TouchStar Software since 2004 managing TouchStar's technical support call center. Kenneth was promoted to Assistant Director of Operations in July.

A new Customer Service Department (CSD) has been added so that customers reach a live person with minimal wait time. The CSD team members answer incoming calls to obtain the customer's information, and then route the customer to the appropriate Technical Support Specialist. The CSD also ensures a prompt follow up with the clients to confirm service satisfaction.

The final component of the re-engineering was to re-design internal education and certification requirements. TouchStar University now provides continual training to all TouchStar employees. "Touchstar University has developed a comprehensive, multi-tier educational program for all new and existing employees. The education process consists of a series of courses which take the participants from basic to advanced levels with equal emphasis in both the technical and customer service aspects of Touchstar Software," says Randy Bassuk, Director of Training. TouchStar University is an ongoing training program, and employees are required to pass certification tests to continue their career with the company.

The re-engineering project has proven to be successful by reducing the amount of customer calls into the technical support call center and has significantly reduced the response time to resolve support cases.

About Touchstar Software

TouchStar Software Corporation is a privately held developer of call center technology. TouchStar successfully acquired Digisoft in 2005. TouchStar is headquartered in Denver, CO, and has offices in New York, NY; Davenport, IA; Manchester, England; Manila, Philippines; Mumbai, India; and Durban, South Africa. TouchStar strongly believes in our Core Value: "A client gives us a gift of trust. We return that gift by serving them with integrity, passion, relentless effort, and sound processes."


Christina Whitfield, Marketing Manager

TouchStar Software

303.338.0678 x.237


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