Archive for January, 2012
CDC Software Addresses Market Need for Proactive and High Volume Customer Complaint Management Tools
CDC Respond 5.6. delivers improved case management and high volume pro-active complaints handling tools for customer service agents
Proven customer complaints and feedback management platform, used by leading banks, retailers and customer-facing service providers, available for the first time as a SaaS option
January 17, 2012 — CDC Software, today announced a number of significant enhancements to its customer complaints and feedback management platform, CDC Respond 5.6. The most significant enhancement is the ability to pro-actively manage high volumes of customer contact cases.
The growing need for high volume management was highlighted by CDC Software’s financial sector customers who need to manage high volumes of PPI compensation claims in a relatively short time scale. They also need to integrate customer data from multiple systems and this has also been acknowledged and addressed in CDC Respond 5.6.
A number of time and cost saving features have also been added. These include advanced case management and complaint handling features for customer service agents. An enhanced user experience, intuitive processes and site navigation tools to optimise case efficiency and significantly reduce the time-to-resolution for each customer complaint.
In parallel to the efficiency gains, which help restore customer satisfaction levels quickly, the new features lower the average administrative cost per customer and reduce the time and cost of staff training, as well as the speed of product familiarisation. This simplification means customer service agents are ready to start handling and managing customer complaints within hours.
“The cross-sector need for pro-active complaint management has never been greater. PPI compensation management has led demand for high volume import capability in CDC Respond 5.6,” explained Mathew James, principle consultant at Customer Care Solutions, an independent customer complaints management consultancy with customers including the Home Retail Group.
In addition to the frontline customer complaints management, in the back office, through analysis of the data gathered in the two-way communications process, CDC Respond 5.6 provides insight into current customer satisfaction levels; details and alerts management to the root cause of customer issues, and highlights areas of the business that need to change or could benefit from process, product or service review.
Tools to support configuration and user password reset via the web have also been added. There is also Chrome, Firefox and IE9 browser support. Other improvements include an improved set of Web Site maintenance features including Site Upgrade, Repair, Re-direction and HTTPS support and CDC Respond 5.6 Office productivity tools are now compatible with Microsoft Office 2010, 2007 and 2003.
Multiple delivery options to ensure rapid business benefits and ROI
CDC Respond 5.6 is available via four delivery options; on-premise, remotely managed, hosted and, for the first time, CDC Respond is available as a SaaS / Cloud deployed solution. The major benefits of the SaaS option is its simplicity, flexibility and the immediate operational and capital benefits it delivers.
As a browser-based SaaS application, CDC Respond 5.6 can be fully functional within hours and set-up by the customer services team without the need for IT department support. It can be used as a short-term option, for example, where a business is faced with a one-off, but high volume customer case management project.
“In the current economy, companies are looking for technology solutions to help them reduce the time, resources and costs associated with handling feedback and complaints while increasing customer service standards,” explained Paul Elswood, President CDC Software EMEA. “With its industry standard technologies, robust functionality and flexible delivery models options, CDC Respond 5.6 promotes low total cost of ownership and helps an organisation improve customer satisfaction and the overall customer experience, all of which will promote long-term customer loyalty and improved profitability.”
Summary of pro-active case management enhancements
For the first time, ‘like’ cases can be pro-actively processed in volume. This is ideal for regulator directed cases e.g. PPI or product recalls. Cases can be uploaded to CDC Respond 5.6 in bulk. Updates to cases can be applied including updating the case and sub-entities or adding new documents and attachments. Outputs, including letters and data sheets, can be generated and sent either for external print or as emails. To support volumes, batch classification updates can now be applied to cases.
CDC Respond is used by organisations that deal with high volumes of inbound complaints, most of which have to adhere to regulatory audits on how the complaints are processed and handled. The system enables users to log, manage, escalate and resolve cases, such as complaints, complex queries and feedback, quickly and consistently.
CDC Respond products can be used to import, log, manage, update escalate, resolve and output cases (feedback; complaints, complex queries, compliments and suggestions) quickly and consistently, reducing manual hand-offs, manual keying, and re-keying, whilst promoting ‘first contact resolution’ and capture of root cause and organisational learning information. The end result is efficiently managed customer feedback and continuous customer insight for organisational learning and improvement.
About CDC Respond
CDC Respond is a suite of complaint and feedback management applications designed specifically to improve the customer experience. The solution enables organisations to extend and improve customer service capabilities to front-line staff, while providing extensive management information to drive change and improve business practices. The solution is proven to deliver cost reductions and improved services as well as increased efficiency, customer satisfaction and profitability. For more information about CDC Respond, please visit: www.cdcrespond.com.
About CDC Software
CDC Software (NASDAQ: CDCS), The Customer-Driven Company™, is a hybrid enterprise software provider of on-premise and cloud deployments. Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blended-hybrid deployment offerings. CDC Software’s solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-Commerce, human capital management, customer relationship management (CRM), complaint management and aged care solutions.
CDC Software’s recent acquisitions are part of its “acquire, integrate, innovate and grow” strategy. Fueling the success of this strategy is the company’s global scalable business and technology infrastructure featuring multiple complementary applications and services, domain expertise in vertical markets, cost effective product engineering centers in India and China, a highly collaborative and fast product development process utilizing Agile methodologies, and a worldwide network of direct sales and channel operations. This strategy has helped CDC Software deliver innovative and industry-specific solutions to 10,000 customers worldwide within the manufacturing, distribution, transportation, retail, government, real estate, financial services, health care, and not-for-profit industries. For more information, please visit www.cdcsoftware.com.
Press contact details:
Caroline Howlett and Sophie Bailey
01494 434434Read Full Post | Make a Comment ( None so far )
PRESS INVITATION: Cloud Expo Europe. Mark Rivington, CTO, Nimsoft to explain how to “Manage your Cloud with Confidence”
Mark Rivington, CTO, Nimsoft
is to present: “Manage your Cloud with Confidence”
At 10.20am, Thursday 26 January
In the Cloud and Virtualisation, Infrastructure and Platforms Theatre at Cloud Expo Europe
Why listen to Mark Rivington?
- Mark understands the IT landscape, why businesses are being driven to the cloud, and the impact “the cloud effect” is having on IT management systems.
- He is working with both service providers and enterprise customers to address the management challenges introduced by cloud computing today.
- Mark will detail proven management practices, supported by customer case studies, all of which verify that it is possible to manage a cloud with confidence.
Using real customer examples, Mark Rivington will reveal?
- How data centre performance management challenges, and the complexities of managing services and applications beyond cloud boundaries, are challenging even the most savvy IT managers and CIOs – when really, the solutions is simple!
- The specific monitoring requirement of each cloud type; IaaS, PaaS, SaaS and private.
- And, that time and time again the solution is control: IT Management-as-a-Service – unified service monitoring, availability and performance management.
To arrange a briefing with Mark Rivington at Cloud Expo contact:
Caroline Howlett / Sophie Bailey at Strategic PR at firstname.lastname@example.org / 01494 434434 / @strategicpr
About Mark Rivington, CTO Nimsoft: Mark Rivington has deep knowledge of the systems and network management vendor space having served in numerous technical and marketing roles at key software organisations over the last twenty years. Mark has significant understanding of how management software can be developed and deployed to maximise customer returns in terms of business benefit. In his current role this understanding helps drive the direction of the Nimsoft technology towards maximum customer benefit.
Follow Mark Rivington on Twitter @mrivingt @nimsoft
Cloud Expo 2012 Olympia, London – 25 & 26 January 2012 #cee2012Read Full Post | Make a Comment ( None so far )
Unite Launches Professional ‘out of the box’ Rack Management Solution
Easy to install, per rack solution for real-time monitoring and management of data centre power consumption
London, 6 January 2012 – Data centre power and energy management specialist, Unite Technologies, has launched a new ‘out of the box’ professional rack management solution for legacy and new build data centres. The RackMS is easy to install and deployed on a per rack basis to enable highly cost-effective real-time monitoring, alerting and management of data centre power usage.
Leveraging Unite’s enterprise-class platform technology with best in class monitoring accuracy of better than 1% at outlet level, the ‘out of box’ RackMS solution requires fewer IP addresses, and brings greater resilience and higher reliability than many other IP based power distribution solutions currently available. This is achieved through Unite’s unique design philosophy where all of the intelligence/electronics necessary for supporting power strip functionality is removed and contained within the RackMS platform. This eliminates the need for an internal power supply to the strip itself.
“RackMS is the result of Unite Technologies’ continued commitment to providing fully integrated power, environmental and security monitoring solutions for data centres,” said Colin Dean, Sales Director of Unite Technologies. “The component parts which make up RackMS underpins our traditional design values and offers resellers, distributors and integrators a flexible approach to rack monitoring, whether for new build programmes, legacy non-invasive monitoring, or the upgrading of ‘non-intelligent’ cabinets.”
Modular by design, the RackMS supports up to four sensors and any two of the following power devices:
· Intelligent power strips, monitoring RMS Volts, RMS Amps, kVA, kW, kWHrs, Power Factor and Frequency with better than 1% accuracy at outlet level
· ‘Non-invasive’ CL-Amps to monitor Amps in legacy data centres where zero power downtime is paramount
· In-Line Intelligent IQAdaptors to bring intelligence to any 3rd party non-intelligent power strips, monitoring RMS Volts, RMS Amps, kVA, kW and kWHrs, Power Factor and Frequency
Only one single IP address is required compared to most competitor offerings which utilise multiple IP addresses per cabinet. Two temperature sensors are provided as standard with two other spare sensor ports and the optional ability to monitor either temperature, humidity, voltage free contact switches or analogue 0~10VDC input sensors can be retro-fit at any time.
To further enhance the RackMS solution, a simple client software application is included: Env-U3 provides both a live and historical view of current, temperature and humidity data readings, in addition to providing simple trending information of the parameters monitored. This allows basic management report generation and export into Excel or CSV formats. RackMS is also fully scalable and future proofed for enhanced and automated reporting.
RackMS Key Features
· Installed at zero ‘U’ height.
· Requires one single IP address
· SNMP agent optimised for single rack management.
· Allows up to two power strips, or two IQ-Adaptors, monitoring RMS Volts, RMS Amps, kW, kVA, kWHrs, PF and Hz
· Alternatively two ‘non-invasive’ CL-Amps, monitoring amps, can be monitored.
· Allows up to four auto sense analogue input channels per cabinet. Two standard temperature sensors and the other two ports can be any combination of temperature, humidity, voltage free contact switches or analogue 0~10VDC inputs.
· HTTP/HTTPS web interface for management and power strip control.
· All alarm thresholds can be user defined and configured through an easy to use web interface or managed via SNMPfor configuration and monitoring.
About Unite Technologies
Unite Technologies is a leading provider of data centre energy management, access control, security and environmental monitoring solutions to IT and Facilities Management. Headquartered in Usk, South Wales and offices in London and New York, Unite Technologies operates on a global basis working closely with major ‘blue chip’ organisations, predominately in the Financial, Petrochemical, Hosting and Telecoms, Broadcast, Retail, Security, Local Government and Blue Light sectors. The company has an established worldwide network of resellers, systems integrators and OEMs which are fully supported by Unite’s specialist sales and support teams throughout the world. www.unitetechnologies.comRead Full Post | Make a Comment ( None so far )