TOP 10. Customer Service Software Vendors REVEALED Edition. Profiles of the Leading Customer Service Software Vendors

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1 TOP 10 Customer Service Software Vendors REVEALED 2010 Edition Profiles of the Leading Customer Service Software Vendors For more information, visit Business-Software.com/CustomerService

2 About Customer Service Software Traditional customer service is a thing a thing of the past. Today, the role of the contact center extends beyond simply answering questions and providing information. Many customer service centers are also sales and marketing channels, where agents not only take orders, but engage in up-sell and cross-sell activities and handle responses for promotions and special offers. And, many contact centers serve as the central point for all company communications. So staff must direct calls, and identify and escalate problems. These new responsibilities have increased the complexity of customer service transactions. Agents must have visibility into sales, accounting, service, and other processes in order to satisfy customer needs. Additionally, call volumes are on the rise, and contact centers are challenged to deliver rapid, high-quality service, even during peak periods. Multiple communication channels must be made available in order to maximize efficiency and convenience, and agent activities must be closely monitored to ensure optimum performance. What is Customer Service Software? Customer service software is typically sold as a component of a company-wide customer relationship management (CRM) solution, and is also known as contact center automation or call center automation software. It is designed to simplify servicerelated interactions by coordinating and automating agent tasks. With customer service software, agents have all the tools they need to help customers, while managers have complete visibility into department activities, agent performance, and service quality. Customer service software integrates the various applications that reside on an agent s desktop such as inventory, sales, accounting, marketing, and help desk systems. So agents have a single, consolidated view of all the information they need to take sales orders, handle responses to promotions and special offers, address billing issues, track shipments, report problems, and more. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2

3 About Customer Service Software Directors and managers can utilize the reporting capabilities within their customer service software package to obtain a complete, 360-degree view of all call center activities. They can track and analyze call statistics and other key metrics, so they can more effectively manage processes and agent performance. Key Benefits for Your Company The primary benefit of customer service software is that it provides an enhanced customer experience that can lead to increased satisfaction and retention. It dramatically improves the productivity of your agents, so they can respond to customer needs as promptly and effectively as possible. Additionally, customer service software can dramatically reduce expenses by offering customers new, more cost-effective communication channels such as and Webbased self-service. And, it can reduce the number of field visits and on-site service calls by arming agents with the insight they need to address more complex requests. Customer service software can also help boost sales and revenues, by giving agents the ability to more effectively up-sell and cross-sell during service interactions, and to better manage inbound marketing initiatives such as promotions and special offers. Does My Company Need Customer Service Software? If your company has an inbound contact center, no matter how small, then you can derive significant benefits from a customer service software package. From small teams handling common issues, to large call centers that take orders and sell products these solutions can help any customer service department enhance service quality, increase efficiency, and reduce costs. Customer service software can be particularly effective for companies with large, multi-site contact centers or virtual agents. With customer service software, these businesses can better coordinate and manage operations across all sites and channels. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

4 About Customer Service Software Common Customer Service Software Features Most customer service software packages on the market today provide the following: Support for multiple communication channels, such as phone, , Web chat, and voice chat (VoIP). Self-service capabilities that allow customers to access account information, check order status, track shipments, and perform other functions on their own, without assistance from a customer service representative. Desktop integration, to tie together the various applications agents need to effectively respond to customer needs. Survey capabilities, so customer opinions can be collected to improve service. Reporting and analytics that allow managers to track activities, monitor key performance metrics, and identify critical service trends What to Look for When Choosing a Solution Selecting the right solution is crucial to your ability to deliver world-class service to your customers. Look for one that can integrate with your existing telephony infrastructure, such as your IVR, call recording, and call-routing systems. This will further enhance efficiency, and give you a clearer picture of contact center performance and service quality by allowing you to analyze call-specific data such as time-to-answer, hold times, and transfers. Additionally, you should choose a solution that blends both inbound and outbound calling capabilities. This will enable you continuously enhance service by conducting regularly-scheduled follow-up calls to check on satisfaction levels. Additionally, it can help you transform the contact center into a profit center by leveraging intelligence gathered during inbound calls to conduct smarter, more successful outbound sales and marketing initiatives. Top 10 Customer Service Software Vendors You have many options when choosing a customer service software vendor. To make your search a bit easier, we ve featured some of the leading customer service solutions in this paper. Review these vendors, and you ll be well on the way to finding the right customer service package for your business. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

5 (800) ext. 5 Highlights SD Times 100 Award, American Business Awards 2007 Finalist, Customer Integration Solutions - Product of the Year Integrates Customer Service, IT Service, CRM, operations and development Scalable, distributed service teams Offers a free 30-day evaluation Ownership: Private Founded: 1995 Headquarters: Lafayette, CA delivery Model: On-Premise Software Help Desk Products: TechExcel CustomerWise TechExcel ServiceWise Customer Focus: Serves mid-size to large corporations. Select Customers: Electronic Arts, Fujitsu, Activision, Taleo, Westinghouse, Honeywell, Kodak, Nokia, Caterpillar, Mirage Resorts Price: Not Published 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

6 About TechExcel Delivering superior customer service is a key ingredient to maintaining your customer relationships. TechExcel CustomerWise helps you optimize your organization s support process by providing your team with everything you need to exceed your customers service expectations. Through sophisticated process automation, knowledge base management and the availability of customer self-service through the Customer Web Portal, your support team can resolve issues more efficiently and improve your bottom line. Refine your support process to increase efficiency and productivity and significantly decrease overall support costs by reducing the time to resolve incidents. Best of all, TechExcel CustomerWise can be deployed under budget in days or weeks. Features & Functionality Support Managers: Use TechExcel CustomerWise to manage the support team s workload and track performance metrics, to monitor high priority incidents and to identify critical problem trends. Support Engineers: Use TechExcel CustomerWise to manage the incident resolution process, to build and search the knowledge base and to have Web conversations with customers. Development Teams: Use TechExcel CustomerWise to monitor new product releases for incident trends and to identify problem areas and specific defects to focus on for future releases. Sales Account Managers: Use TechExcel CustomerWise to monitor the status of their customers incidents, to stay informed when customers submit new incidents and to search the knowledge base. Customers: Use TechExcel CustomerWise to enter new incidents and view the status of existing ones, to search the knowledge base and to have online Web conversations with the support team. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 6

7 About TechExcel Benefits Fast deployment with easy installation and automated upgrades Intuitive user interfaces reduces training time and gets users up to speed faster System customization to suit individual demands: easily configured workflow rules that can be changed to control the business processes based on your organization s mission. Respond quickly and efficiently to conditions that can disrupt critical services by automating incident and problem management processes Empower users with a comprehensive knowledgebase to dynamically search for solutions and advice Act as single point of contact for user requests, user-submitted incidents and infrastructure-generated incidents TechExcel s Service and Support Management solutions provide enterprises with total visibility and actionable intelligence for all service desk, asset management and CRM business processes. The fully integrated service desk solutions support ITIL best practice methodologies and deliver improved financial performance, increased management functionality and organizational alignment. As enterprises rely more heavily on the IT organization, reactive and stand-alone help desks are no longer sufficient to handle the growing demand and complexity of today s distributed businesses. As the IT organization finalizes its move from a cost center to an integral part of the infrastructure, service and support management functions must rely on a single version of truth to ensure that processes are optimized and that the entire business flourishes. TechExcel Service Suite unified the service desk, asset management and customer relationship management functions with a single configuration management database (CMDB) user interface and integrated workflow. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 7

8 SOFFRONT Highlights Maximize First Contact Resolutions Provide Multi-Channel Customer Service Interactions Enhance support staff productivity Create and manage sophisticated business rules Over 14 years of Mid Market experience and success Ownership: Private Headquarters: Fremont, California CRM Products: Soffront Customer Support Founded: 1992 Software Model: Hosted and On-Premise Customer Focus: Mid-market Select Customers: Sand Technologies, Ternion Corporation, redemtech, Iverson, HitSoftware Price: Not published. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 8

9 About Soffront Soffront Software Inc., a pioneer in the CRM market since 1992, offers an end-toend CRM solution spanning sales, marketing and support. Only Soffront offers the advantage of Experience, Technology and Focus on Mid-market CRM. The Soffront solution is completely web-based (zero foot print web client), is built to adapt and can be deployed in days. Soffront customers include mid-sized corporations across all industries and many Fortune 500 companies. Soffront Customer Support solution provides the solution to step up to the expectations and address these challenges. Soffront Customer Support solution comprises of the following products: Soffront Customer Helpdesk Soffront Customer Helpdesk helps manage customer support tickets from submission to resolution. Create tickets and assign them to support reps automatically. Define the support process you follow. Dynamically generate action buttons that guide customer support reps through the defined process. Know where every ticket stands in the resolution process and ensure no ticket slips through the cracks. Access account and contact information related to the ticket. Send an electronic survey to measure customer satisfaction, when a ticket is closed. Generate reports to measure CSR productivity. Soffront Mobile Support Soffront Mobile Support provides mobile access to real-time information to your support personnel. Powered by the Soffront Mobile family of products, it includes Soffront PDA, Soffront Laptop and Soffront WAP (for WAP enabled cell phones). Soffront Knowledge Management for Customer Self Service Soffront Knowledge Management for Customer Self Service provides a natural language self-service interface to customers and partners. Work collaboratively across multiple locations. Create solution articles, with pictures and attachments, using a WYSIWIG editor. Configure the knowledge creation process to match what you follow. Query the knowledgebase and add to it, while resolving a ticket using Soffront Customer Helpdesk. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 9

10 About Soffront Soffront Customer Portal Soffront Customer Portal provides a web-based interface to submit tickets and check the status of pending tickets. Configure the validation rules and the interface to match your needs. Create and assign the ticket automatically. Integrate the application in Soffront CRM Portal or your existing web site. Soffront Response Soffront Response helps you address the ever-increasing volume of inquiries. Respond faster to inquiries by analyzing the incoming and automatically routing it to the right agents. Send an intelligent auto response, with the results from the knowledgebase query. Follow up with an electronic survey and close the ticket if the respondent is satisfied with the knowledgebase results. Soffront Multi-Channel Contact Center Soffront Multi-Channel Contact Center is an IP based contact center that enables you to provide service through multiple channels - Telephone, Voice chat (voice over IP), Web chat and . Agents make/receive phone calls using a multi-media computer (connected to the internet) and a headset. Customers call a regular phone number, as usual, and will not even know that the call is received on a computer! Handle up to 23 incoming calls simultaneously using a single T1 line. Support hundreds of agents with multiple T1 lines. Soffront Defect Tracking Soffront Defect Tracking is the defect-tracking tool used by the Testing and the Development team to work through the life cycle of a product defect. Configure the workflow for raising a bug, validating it, assigning it to a developer, closing it and reopening it. Interface with source control applications and manage test cases. Soffront Business Rules for Customer Support Soffront Business Rules for Customer Support is the business rules engine that runs 24X7 to monitor your business process. Define rules and take automatic actions when a rule is hit. For example, escalate a low priority ticket to high priority, if it has not been resolved for over 72 hours. Send an alert to the account manager if a critical defect has not been resolved for over 24 hours. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10

11 About Soffront Soffront Customization Tools Soffront Customization Tools help you customize Soffront CRM to match the way you work. Adapt Soffront CRM to match the way you work. Define the workflow for your support and defect resolution processes. Add fields and tables to capture all the information you want. Redesign the user interface and add new forms for the new data model. Do all this without any programming knowledge! Combined with the powerful configuration and individual personalization features, this powerful tool reduces your implementation time and minimizes the risk of failure. Preserve your investment in Soffront CRM. Adapt it to the changing business processes with your evolving business. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 11

12 Highlights Premier IBM Business Partner Awards: ISM 2007 Real Time CRM, ISM Top 15 CRM 2007 Provider of both hosted and on-premise CRM software Browser-based, simple, affordable Ownership: Private Founded: 1994 Customer Focus: Small to mid-sized companies. Headquarters: Coppell, TX Business Model: Hosted and On-Premise CRM Products: Relationship Management Sales Management Customer Service Marketing Management Analytics Knowledge Management Select Customers: Beno J. Gundlach Co, Jameco, Thomas Engineering, Brown Chemical, City of Coppell Price: Not published. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 12

13 About C2CRM ClearC2, Inc., delivers customer driven technology solutions. Accessible to everyone in the organization via the Web, offered as both an On-Premise and SaaS solution, C2CRM provides instant access to critical customer and prospect related information. While 100% web based, C2CRM also provides 100% off-line capabilities, which is ideal for companies with remote sales forces. If you re looking for a solution that has the customization and flexibility that you can t find in a simple contact manager, but doesn t have the high-costs or complexity of a highend ERP-based CRM solution, C2CRM might be right for you. Designed for small to mid-sized businesses, C2CRM streamlines sales processes by providing real-time information on leads, prospects and customers. It improves marketing efforts by tracking which marketing initiatives work and which ones do not. It streamlines customer service by providing comprehensive customer information. Finally, real-time data gives your management team the information they require to make better decisions. C2CRM is sold as a software and hardware solution on IBM equipment. A variety of bundles offer flexibility to meet your computing environment needs. C2 makes it easy to implement your CRM solution in stages that fits your business needs. With the Relationship Management solution, customer information is in a central repository for quick access and sharing by all customer-facing and support personnel, providing a unified customer experience. Sales Management includes all areas under Relationships, plus the capabilities required for seamless, efficient Sales Force Automation. The Customer Service function tracks post sales activities, specifically, help desk support, time and material billing, and field service activity. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 13

14 About C2CRM Marketing Management provides automated, collaborative marketing communications via the customer s preferred method of contact. You can personalize the promotion of your products and services based on a customer s individual needs. Additionally, measure campaign results from lead status to opportunity. Analytics and Knowledge Management helps you uncover the best or most profitable customers, determining what those customers really want and how best to serve them, C2 can help determine the actual costs associated with servicing a particular customer - without having to wait for reports or IT assistance. Clear C2, Inc. is a Premier IBM Business Partner which develops applications for today s changing business world. Clear C2, Inc. was founded in 1994 as a division of Clear Technologies, Inc., a leading IBM Business Partner focused on IBM eserver sales and service. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 14

15 Highlights Hosted vendor providing integrated CRM, Accounting, Financial, Payroll, ERP and other solutions Comprehensive SFA feature set with easy customization tools Real-time analytics dashboard Strong integration and synchronization with Microsoft Outlook Ownership: Private Founded: California, 1998 Headquarters: San Mateo, California Software Model: Hosted Products: NetSuite NetCRM NetERP NetSuite Small Business NetCommerce Customer Focus: Small and mid-sized businesses Select Customers: Aeris.net, AMPRO, Oakland Athletics, China Manufacturing Network, Novak Conversions Inc., Lohmueller & Associates, Inc., Document Sciences Price: NetSuite is $499 /month base fee and $99 /user /month (includes maintenance, support is extra) NetSuite CRM+ is $129 /user /month (includes maintenance & support) 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 15

16 About NetSuite NetSuite Inc. offers hosted CRM software for small to medium businesses. NetSuite was originally incorporate as NetLedger by its founders Larry Ellison and a young protégé, Evan Golberg. The company s name was later changed to its current NetSuite. NetSuite enables companies to manage all key business operations in a single system, which includes accounting/enterprise resource planning (ERP), customer relationship management (CRM), and ecommerce. NetSuite is delivered as an on-demand service, so there is no hardware to procure, no large, up-front license fee, and no complex setups. Finally, NetSuite s patent-pending real-time dashboard technology provides an easy-to-use view into role-specific business information that is always up-to-date. You can select from several NetSuite CRM solutions, all of which offer varying levels of customer support and service capabilities. NetSuite is a comprehensive Web-based solution for midsize businesses that integrates Accounting/ERP, CRM, Ecommerce and partner collaboration capabilities. NetSuite Small Business Web-based application allows you to manage the entire selling process, including sales order entry, post-sale follow-up, as well as upselling opportunities. Unlike its competitors, NetSuite Small Business provides complete customer purchase histories, which enable your sales representatives to serve your customers better. NetSuite CRM offers a Web-based CRM solution that gives your company all the traditional CRM capabilities you need to manage marketing through customer acquisition. NetSuite CRM+ is a total Customer Relationship Management CRM solution for businesses large and small with customer-centric view to manage initial and on-going relationships over the phone, in person, or on the Web. NetSuite has thousands of customers globally ranging in industry, business size and software solutions. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 16

17 Highlights Delivered via a SaaS model no need to buy, maintain or upgrade hardware The market leading on-demand contact center platform - incontact Awards: 2008 ContactCenterWorld.com Members Choice Award Best in Class ACD ; Communications Solutions 2007 Product of the Year Award Complete call center solution which allows you to measure, control, and improve your customer service Ownership: Public (NASDAQ: SAAS) Headquarters: Salt Lake City, Utah Products: incontact Founded: 1997 Trial SaaS Customer Focus: incontact is geared towards companies with contact centers of all sizes who are in need of contact handling support to manage and improve their agent workforce. Select Customers: Adesa, ConAgra Foods, Extreme Tix, Mitchell International, TMS Health, WIN 211, Hall Automotive. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 17

18 About incontact incontact, Inc. has evolved over the years from a telecom company to a software provider. The company began in 1997 as UCN, Inc., a reseller of telecommunication services. After a series of strategic acquisitions commencing in 1999, UCN emerged with a new product approach combining a national voice over IP (VoIP) network with innovative, on-demand contact handling and agent optimization technology called incontact. This hosted software delivers a low-cost, flexible, integrated solution to connect your customers with the right agents on time, every time. The incontact product suite delivers core features and functions on a per-seat basis, with the ability to scale capacity up or down as business fluctuates. Because incontact controls the network in which the applications are hosted, the company is uniquely positioned to serve the contact center market with an affordable and flexible solution. It is also perfect for those with a distributed workforce either at-home or multi-site employees. The incontact platform is making it easier for contact centers to achieve excellence by allowing companies to measure, control, and improve each step of the customer experience. incontact incontact is a suite of on-demand contact handling applications designed to significantly enhance the customer contact experience, boost agent performance and increase profitability. incontact removes the barriers to contact center excellence by delivering a comprehensive, flexible platform to connect your customers with the right agents on time, every time. It is a proven technology which helps you deliver exceptional customer experiences, providing you with innovative solutions, hassle-free deployments, and a significant return on your investment. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 18

19 About incontact Improve the quality of your customer interactions Manage and create your own call flows and routing sequences with a simple dragand-drop interface Allows multiple sites to operate as one, routing multi-channel contacts to the right agents regardless of their location Assign multiple skills by agent to ensure maximum utilization of resources Take advantage of painless and fast scaling increasing agent capacity with one phone call Backed by a powerful voice and data network backbone with enterprise security and redundancy incontact successfully handles over one billion calls per year incontact resides on enterprise-grade servers with complete geographical redundancy more powerful, secure, and reliable than most contact centers can deploy on their own Backed by 24/7/365 advanced technical support and the industry s best published service level agreement (99.99%) 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19

20 Highlights Highly customizable CRM application/platform Familiar Microsoft Outlook-like user interface Robust reporting engine for sharing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV Ownership: Public (NASDAQ: MSFT) Headquarters: Redmond, WA CRM Products: Microsoft Dynamics CRM Founded: WA, 1975 Business Model: Hosted and On-Premise Customer Focus: Outlook users in small and mid-size businesses. Select Customers: H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine, CONTACTS Price: The full-suite Professional Edition is priced between $622 and $880 per user and $1,244 and $1,761 per server. Full-suite Small Business Edition, which is a requirement for the Small Business Edition, is priced between $440 and $499 per user and between $528 and $599 per server. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20

21 About Microsoft Microsoft Dynamics for customer relationship management empowers your employees to boost sales, satisfaction, and service with automated CRM that s easy to use, customize, and maintain. Microsoft Dynamics business software offers a wide spectrum of feature-rich, affordable CRM solutions to help you meet your specific needs. Whether you run a small, growing business or a large organization with a high number of customers and large sales and marketing teams you can use Microsoft Dynamics to help you manage relationships even better. The Microsoft Dynamics suite of CRMrelated solutions includes: Microsoft Dynamics CRM Microsoft Dynamics AX for field service Microsoft Dynamics AX for sales and marketing Microsoft Dynamics GP for field service Microsoft Dynamics NAV for sales and marketing Microsoft Dynamics NAV for service management Microsoft Dynamics SL for field service Microsoft Office Outlook 2003 with Business Contact Manager The CRM solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft technologies that you may already use. This brings together data, helping your sales people to answer customer questions without making the customer wait. When your employees use the CRM functionalities of Microsoft Dynamics, they work within a familiar Microsoft software environment. This helps reduce distractions of having to learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented for you by a Microsoft partner with the right industry and technical expertise. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21

22 Highlights Unique, algorithm-based sales acceleration methodology i-design Platform allows customers to tailor CRM applications to meet their specific business needs An all-inclusive, streamlined CRM platform that can be customized for many verticals Ownership: Privately Held Headquarters: Bountiful, UT CRM Products: Ivinex Ultimate Edition Founded: UT, 2006 Software Model: Hosted Customer Focus: Small, medium, and large enterprises of various verticals. Select Customers: Customer list available upon request Price: $60 per user per month. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22

23 About Ivinex CRM Ivinex CRM was founded in 2006 by former Siebel and Microsoft employees, Craig Austin and Derek Miner. Having watched first-hand the evolution of the CRM market as it moved from on-premise to the cloud, the founders quickly saw the need for a truly innovative CRM platform. Since its founding, Ivinex CRM has delivered on its vision of bringing the market an innovative and all-inclusive CRM platform. One of Ivinex CRM s key features is its original, market-leading user interface, which is more progressive and customizable than the UIs found in older CRM systems. Ivinex CRM also provides a platform that empowers its users. Customers can evaluate their specific company requirements and pull from market-leading methodologies that are unique to Ivinex when customizing their web-based CRM platform. Customers can also utilize Ivinex s revolutionary i-design product to create dynamic applications that cater to their company s distinct modus operandi. The i-design platform powers Ivinex CRM s flagship applications for sales and customer service, and takes customers to a new phase in the evolution of the CRM market. The Ivinex philosophy is to allow customers to take advantage of their innovative CRM offerings without being defined by them. This means customers can incorporate their ideal business model into the i-design platform rather than having to work around the functionality of older CRM structures, which are often inflexible. Another of Iviniex CRM s defining features is its algorithm-based sales forecasting. The product is unique to the Ivinex platform, and looks at real historical data to calculate a statistical probability and close date ultimately providing true data as opposed to the subjective forecasting model. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 23

24 About Ivinex CRM The question becomes not what can Ivinex do for you, but what can t it do. The customer is the designer it s their world, and Ivinex just wants to make it better. Here are some of the ways: Sales acceleration that takes your best sales rep and makes them better 16-to-1 click reduction means users spend more time doing what you hired them to do Cloud deployment anywhere, anytime Global reporting on real-time dashboards configured with the analytics you need Drip-marketing that alerts your sales rep on their mobile when a prospect is looking at your marketing content 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 24

25 Highlights Customizable CRM application Access to AppExchange, a directory of third-party applications built for the Salesforce environment CRM Markets Award 2009 for Enterprise Suite, Mid Market Suite and Small Business Suite CODIE Award Winner, Best Business Software Solution: Salesforce CRM Ownership: Headquarters: Public (NYSE: CRM) San Francisco, CA Founded: software Model: 1999 Hosted Customer Focus: Companies of all sizes use Salesforce.com. CRM Products: Personal Edition CRM & Developer Edition Enterprise Edition Professional Edition Team Edition Unlimited Edition Select Customers: Nokia, AOL, Dow Jones Newswires, Kepner-Tregoe, Coverall of Mid-State California, Yamaha Corporation of America, United Way, Phoenix Technologies, Coldwell Banker Price: Prices starts at as little as $9/User/Month for Group Edition Full-Featured CRM Starting at $65/User/Month 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 25

26 About Salesforce.com Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site. Since its founding, Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. The company attributes their success to products that are easy to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication. Salesforce.com s provides an array of CRM and business application services, which enable customers and subscribers to systematically record, store, and act upon business data; and to help businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and provide post-sales services. With Salesforce.com s Customer Service & Support module you are able to elevate your customer experience with a shared customer history among sales, marketing and service. With an integrated service and sales application, anyone can easily access all relevant customer information to provide the highest level of service. You build a loyal and more profitable customer base because every customer touchpoint has the same complete view of every customer. You can manage the complete lifecycle of customer service, from logging cases to suggesting and delivering solutions across multiple channels, including Web self-service and live agent support. Salesforce.com s customer service features include: Case assignment, queuing, routing, and escalations Agent console Suggested solutions management Advanced call scripting Service activity tracking Knowledge base 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 26

27 About Salesforce.com Asset management Self-service case management Real time analytics And much more. Salesforce Service & Support delivers point-and-click customization to help you keep up with the changes in your business whether it s product support, help desk, or technical support. You ll also benefit from the hottest new concept in enterprise applications, the AppExchange Directory. With hundreds of add-on applications, you can easily extend your solution. Thousands of customers have succeeded with Salesforce Service & Support thanks to Salesforce.com s: Award-winning, integrated CRM solution. Point-and-click customization. AppExchange Service & Support directory of add-on apps: an industry first. Comprehensive service lifecycle functionality across multiple channels. On-demand, global solution with trusted reliability and performance. Pay-as-you go model that starts at $65/month. Salesforce.com s software services are available through enterprise edition, professional edition, and team editions. Salesforce.com also provides consulting and implementation services, and training. The company is headquartered in San Francisco, California. More than 1,000,000 subscribers and more than 55,000 customers worldwide depend on Salesforce to manage their customer relationships. Salesforce.com s software is used by companies of all sizes, in all industries, around the globe including: ADP, Corporate Express, Daiwa Securities, Expedia Corporate Travel, Dow Jones Newswires, and Nokia. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 27

28 Highlights Customized CRM solutions Modern features: Sales Elites CRM offers both social media customization and mobile compatibility Total sales solutions package ensures customers are getting full support for maximum results Organize, automate, and synchronize your business processes! Ownership: Private Headquarters: New York, NY CRM Products: Sales Elites CRM Founded: 2009 customer focus: Sales Elites offers highly customized solutions, benefitting companies of all sizes, and in any industry. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 28

29 About Sales Elites Sales Elites is dedicated to helping clients increase their revenue, close the gap between marketing and sales, improve their sales pipeline, and provide a substantial Return on Investment. Sales Elites works with a variety of dynamic start-ups to industry leading Fortune 500 technology companies. With over 10 years as a professional Sales and Marketing firm, Sales Elites provides customized CRM Solutions as well as outsourced sales and virtual marketing services. Sales Elites has developed and managed many unique sales and lead development programs in Healthcare, Finance, Telecommunications, Utilities, Manufacturing, Retail and more. Part of building any effective process for client campaigns is establishing and coordinating the expectations of the marketing team, the sales force, and the management team. The company works closely with each client to establish their appropriate sales processes, customize the sales strategy, define the target audience and incorporate lessons learned into more proficient and better quality lead development programs. Optimizing the overall sales process requires attention to detail, experienced resources, and people dedicated to achieving client s objectives. Sales Elites CRM Key Features Marketing The Sales Elites platform utilizes strategic marketing to understand the current sales climate of your industry. Sales Industry experienced sales professionals dedicated to achieving your businesses sales goals. Future Proof CRM Solutions CRM solutions that adjust to any and all company changes. Account Management Strategic planners dedicated to plan and execute a winning solution for your business. Customer Support Inventory Management Activity Management Reports Dashboards 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 29

30 About Sales Elites Sales Elites CRM Highlights Sales Elites provides CRM Solutions and customization that fulfill your business requirements in lower cost and cutting edge technology. The platform provides fully functional CRM s that allows your business to do everything it was designed to do Sales Elites CRM has no limits in functionality. Services included in Sales Elites sales campaigns: Sales Force Automation Video Conferencing Customer Support Smart Phone Access Marketing Inventory Management Activity Management Call Center Full Time Sales Operation New Product Launch-Short Term Reports & Dashboards Sales Product Customization Geography-Specific Sales Managing Invoices Deployment Social Media Implentation & Speed to Market Sales Launch Lead Capture Sales and Development Strategy Mass Mailing High Level Lead Generation- Live Chat Appointment Setting Dynamic Interactivity Trouble Tickets PBX Integration Sales Consulting Strategy and Process New Market Penetration Microsoft Office Integration Data migration from other CRM Market Research systems 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 30

31 Highlights Largest enterprise software company in the world Serves the largest companies around the world Offers integrated suite of CRM, ERP, Supply Chain, HR, Financial and other enterprise applications Ownership: Public (NYSE:SAP) Headquarters: Newtown Square, PA CRM Products: MySAP CRM Founded: PA,1972 Business Model: Hosted and On-Premise Customer Focus: Mid-size and large enterprise customers. Select Customers: Artic Cat, Brother International, Caterpillar Logistics, T-Mobile, Vitens Price: Not published. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 31

32 About SAP SAP Americas is a subsidiary of SAP AG, the world s largest inter-enterprise software company and the third-largest software supplier overall. SAP offers CRM on-demand solutions that are easy-to-use, Web-based, and available on a subscription basis. Used by more than 3,200 customers world-wide, mysap Customer Relationship Management (mysap CRM) includes features and functions to support core business processes in the following areas: Marketing Improve the effectiveness of your marketing activities, maximize resource efficiencies, and empower marketers to acquire and develop long-term customer relationships. Sales Eliminate productivity barriers, enforce consistency across all selling channels, and increase overall performance within your sales organization. Service Transform service into a profitable line of business with a broad range of functionality to enable customer service and support, field service, e-service, and more. E-commerce Turn the Internet into a profitable sales and interaction channel for both business customers and consumers. Channel management Optimize your indirect channels with support for partner and channel management. mysap CRM also supports several industry-specific processes with functionality designed to meet the individual needs of diverse industry groups. Founded in 1972 as Systems Applications and Products in Data Processing, SAP is headquartered in Walldorf, Germany. SAP Americas corporate headquarters is located in Newtown Square, PA. The company employs more than 37,700 people in more than 50 countries, and serves more than 34,600 customers worldwide. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 32

33 Rising Star Highlights Real-time accounting & ERP integration seamlessly links ADAPTcrm to midrange ERP systems Comprehensive customer service and support with warranty tracking Easy-to-use setup tables offer extensive platform configuration Robust contact management, sales force automation, marketing campaigns, service / repair management, sales opportunity management, and defect management Ownership: Private Headquarters: Costa Mesa, CA CRM Products: ADAPTcrm Founded: 1991 Business Model: On-Premise Customer Focus: Small-to-medium sized businesses, and divisions of larger enterprises in all verticals. Select Customers: Raytheon, Magic Software, Anchin Block & Anchin, SYSPRO Software, Dentek, Taylor Guitars, Yeti Cycles, Dunlop Manufacturing, Benchmade Knife Co., and many more 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 33

34 About Adapt CRM Rising Star Since 1991, ADAPT Software Applications, Inc. has assisted over 1200 companies worldwide in meeting their enterprise software requirements. With more than a decade of experience in multi-platform and web-based custom application development, the company continues to develop and market moderately priced, end-to-end Customer and Supplier Relationship Management solutions characterized by leading-edge technology, comprehensive functionality and a solid implementation methodology. ADAPTcrm, the company s flagship product, was built from the ground up, not acquired from various other software developers. Because we have always maintained development and ownership exclusivity, the system maintains unsurpassed interdepartmental integration. ADAPTcrm is designed to track all key customer and vendor communications within a single, integrated module. The system s intuitive design facilitates interdepartmental collaboration and provides visibility over all mission critical touch points within an organization. ADAPT is also dedicated to providing total solutions to clients through our professional consulting services staff. These services include implementation of the ADAPTcrm line of products, project management, technology transfer, documentation, training and technical support for new or existing clients. Depending upon your specific requirements, ADAPTcrm implementation services (data conversion, installation and user training) will in most cases be provided by an Authorized ADAPTcrm Reseller Partner who has invested the time and resources in becoming proficient through our extensive training course offerings. Each consulting project has a detailed, step-by-step plan for implementation, to help the customers accurately project time and cost estimates. ADAPT is also dedicated to providing total solutions to clients through our professional consulting services staff. These services include implementation of the ADAPTcrm line of products, project management, technology transfer, documentation, training and technical support for new or existing clients. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 34

35 About Adapt CRM Rising Star Depending upon your specific requirements, ADAPTcrm implementation services (data conversion, installation and user training) will in most cases be provided by an Authorized ADAPTcrm Reseller Partner who has invested the time and resources in becoming proficient through our extensive training course offerings. Each consulting project has a detailed, step-by-step plan for implementation, to help the customers accurately project time and cost estimates. Adapt CRM Key Features ADAPTcrm is an integrated solution that allows companies to focus their entire enterprise on their customers with minimal time and effort. ADAPTcrm Enterprise uses Microsoft SQL Server and offers account replication for remote users using Microsoft SQL Server s replication technology. The most effective CRM solutions can be customized to meet specific business needs, and ADAPTcrm can be extensively configured using setup tables that require no complex programming or database administration. Other ADAPTcrm highlights include: Marketing Campaign Management The ADAPTcrm campaign manager will help customers establish and execute customized, targeted campaigns, while ensuring that budgets are adhered to and that campaign expenses immediately result in new sales opportunities. In addition to offering the ability to track campaign results, customers can also independently track the ROI per event. Real-Time Accounting/ERP Integration ADAPTcrm offers accounting and ERP interfaces that seamlessly link to industry-standard, mid-range systems so that customers can achieve the greatest ROI from their ERP and accounting investments. Advanced Sales Automation Customers can give their sales staff the ability to manage the progress of pending opportunities as they relate to their business s selling processes. Additionally, ADAPTcrm features a Sales Opportunity Manager that analyzes and tracks the life of an opportunity from start to close. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 35

36 About Adapt CRM Rising Star Complete Customer Services To help companies maintain customer satisfaction, there are advanced tools for managing service contracts, tickets/incidents, defect tracking, and warranty programs and renewals. Methods MS Outlook, SMTP Mail Server, Lotus Notes, GroupWise 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 36

37 Rising Star (0) Highlights One system tracks leads, sales, orders, projects, service & resourcing planning Automatic workflow, alerts, notifications and integration with Microsoft, including Outlook and Projects Real-time reporting and campaigning functionality Centralize all company documents & standardize communications via templates Resource and client portals for submitting tickets, timesheets and expenses and availability Ownership: Private Headquarters: Amersham, Buckinghamshire, England CRM Products: TrackerRMS CRM Founded: 2002 Business Model: Hosted Customer Focus: Small to medium-sized enterprises for all types of industries including Marketing, Telecoms, Manufacturing, Recruitment, Sport and Leisure, Management Consulting and IT Consulting Select Customers: The Nielsen Company Price: 500 per user per annum 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 37

38 About TrackerRMS Rising Star TrackerRMS was formed to embrace the ever increasing needs for companies wishing to obtain access to powerful business application over the internet. TrackerRMS aim is to continually provide a feature rich yet cost effective CRM, Project, Resource and Ticket Management solution to clients without the burden of them managing their own data or integrating multiple applications. TrackerRMS delivers a fast and actionable insight into their clients and their business. TrackerRMS is an enterprise level fully hosted ASP tool which is completely customizable delivering cutting edge sales, recruitment, delivery and support tools through your browser. With TrackerRMS software there is no need to acquire any other additional software to run your business and our clients receive maximum ROI and business efficiency in the day to day running of their business. TrackerRMS sales and technical team delivers true on-demand solutions to a wide variety of industries from technical to leisure. TrackerRMS continues to update and upgrade clients systems to ensure they are always receiving the most up to date features and unrivalled customer support that the market offers. TrackerRMS Key Features The foundation component of TrackerRMS offers an all-in-one CRM solution that can be applied to any type of business that require a mechanism for tracking customer activity information and consists of the following features: Sales Sales Force Automation and solid Opportunity Management is essential when effectively selling products or services within a sales lifecycle involving lead generation, sales calls. Diary Management Keeping on top of your Activities is essential for any sales organization, as is the ability to keep a history of your existing meetings, calls, s and more. Lead & Opportunity Management The Leads function hooks directly into your website through your Contact Us page or other customized page used to attract 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 38