SugarCon 2010 — SAN FRANCISCO–SugarCRM, the world’s leading provider of open source customer relationship management (CRM) software, today announced the beta release of Sugar 6, a landmark release for SugarCRM’s flagship products. Sugar 6 introduces a new user interface that places a premium on speed, simplicity, and interoperability with other web applications and mobile devices. The company also announced it has made the primary source code repository for Sugar Community Edition publicly accessible as it celebrates the fifth birthday of SugarForge, the world’s largest open source CRM community. SugarCRM unveiled Sugar 6 at SugarCon, the company’s user and developer conference being held at The Palace Hotel in San Francisco.

“Over the last 10 years, technology innovation has moved ahead at an amazing clip while the design and usability of CRM applications has stagnated. Until now,” said Larry Augustin, CEO of SugarCRM. “Sugar 6 delivers a look, feel and user experience that consumers of popular social networking and other collaboration tools will appreciate.”

Speed – Fast Setup, Faster Performance

Sugar 6 is designed for speed. Upon entering the application, users are initially welcomed with a revamped guided User Setup wizard. When setup is complete, users will find a CRM application designed for speed and simplicity. The Sugar Shortcut Bar is a persistent toolbar throughout the application that allows users to perform common tasks in one click, including creating an account, contact, sales opportunity, document, note, task or logging a meeting or call. Usability tests show that Sugar 6 requires 20 percent fewer clicks to navigate than in previous versions.

Included in the Shortcut Bar, users will also see a context-aware Global Search field which filters search results based on the module in use (e.g., Contacts, Opportunities and Accounts) and produces results without leaving the page.

“We love it. Additions like Global Search and the Shortcut Bar are the kinds of productivity enhancements our users have been asking for in the system. And Sugar has done an incredible job creating the most modern look and feel for a CRM system, while also significantly increasing usability,” said Chad Hutchins, business development web specialist at Milsoft Utility Solutions, a leading provider of smart grid technology solutions.

Simplicity – Clean, Bold User Interface that is simple to learn and navigate

Sugar 6 delivers a clean, bold look with new buttons and icons that allow users to perform tasks more easily while increasing the information density of each screen. Simplified default views, inline filtering and one-click actions conform to the multitasking environment common to busy sales people. For example, users can use the Shortcut Bar to quickly log an incoming call or assign a task without ever leaving the existing screen.

In each view, users will see module menus that show where the user is in the application as well as providing information about previously viewed pages, filtered results based on user permissions, and convenient tab naming that allows users to more easily navigate Sugar across multiple browser tabs.

“I’m a veteran CRM user, and I was blown away by Sugar’s new approach in Sugar 6,” said Martin Umed, regional sales manager at Control Technology Corporation, a leading provider of programmable automation controllers based in Hopkington, MA. “They obviously focused on the single biggest challenge in adopting/using a CRM package, the user experience – and they read the room perfectly. Sugar 6 amounts to a towering home run – the new interface, with its new efficiency and speed, blurs the distinction between a client and browser applications, and will have an immediate impact on your bottom line sales productivity.”

Accessibility – Visually Appealing on Mobile, Embracing the Cloud

In addition to the new user interface and simple set-up and navigations, Sugar 6 also includes native application support for leading Smartphone operating systems, including the iPhone, Android and BlackBerry Smartphones. SugarCRM is also one of the first to market with a native application for the Apple iPad.

Sugar 6 offers SugarCRM’s popular Cloud Connectors to third-party data service providers such as JigSaw, Hoover’s, and LinkedIn by default, allowing users to obtain the most up-to-date account and lead information directly within SugarCRM. In addition Sugar Plug-Ins for Microsoft Outlook, Word and Excel are built into the application, allowing users to instantly access and integrate the popular productivity programs from within SugarCRM.

Celebrating SugarForge

SugarCRM also announced that is has made the primary source code repository for Sugar Community Edition publicly accessible at SugarForge, SugarCRM’s open source development community. Since 2005, SugarForge has grown from a single project and three developers to over 22,000 developers, 800 projects and close to eight million downloads of SugarCRM and its related components.

Sugar 6 is available for review and testing at http://www.sugarcrm.com/crm/OnlinePreview.

About SugarCRM

SugarCRM is the world’s leading provider of open source customer relationship management (CRM) software. Over 6,000 customers and more than half a million users rely on SugarCRM to execute marketing programs, grow sales, retain customers and create custom business applications. Leading publications such as CRM Magazine, InfoWorld and eWeek praise SugarCRM for its ease-of-use, flexibility and open design. SugarCRM runs on the leading cloud computing platforms, including Amazon EC2, Microsoft Azure, Sugar On-Demand and Private Clouds, offering customers unparalleled choice and control of their data and deployments.

For more information, call (408) 454-6900 or 1 87 SUGARCRM toll-free in the US, email contact@sugarcrm.com, or visit http://www.sugarcrm.com.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

Mike Ramsay, Managing Director of DMC Software proclaims, “Many businesses are aware of the organisational benefits a CRM solution provides, including enhanced customer retention through improved customer service. However, many businesses grossly under utilise CRM viewing it as a contact database to manage the sales process and therefore do not reap the full benefits offered.

“CRM has come a long way since its introduction and it is advancing rapidly. Almost all business functions and processes can now be managed using a CRM solution. Products such as Sage SalesLogix have revolutionised CRM with sophisticated functionality controlling everything from sales and marketing through to IT, customer service and beyond.”

Sage SalesLogix, the world’s leading mid market CRM solution, provides users across an organisation with a single view of customer interaction, enhancing collaboration and allowing prompt responses to customer enquiries. With access to a complete communication history workforce productivity is enhanced and a higher quality of customer service can be offered, enhancing customer service.

The power of Sage SalesLogix can be extended to control the finance function with SalesLogix Link 200. A competitive edge can be achieved by integrating front and back office solutions, SalesLogix Link 200 users can track sales from initial lead, to closure, invoice and credit control. Moreover, accounts and suppliers can be promoted from one system to another reducing administration errors by removing the need for re-keying data.

About DMC Software

DMC Software is experienced in providing Customer Relationship Management (CRM), Accounts and integrated business solutions for businesses of all sizes, across a broad range of industries. DMC are Sage specialist offering a number of solutions including ACT! by Sage, Sage CRM, Sage SalesLogix CRM and Microsoft Dynamics CRM. With advanced development abilities DMC can tailor a solution to meet the exact requirements of a business, providing the tools and supporting services to increase efficiency and profitability.

For more information on the CRM solutions and professional services available from DMC Software visit http://www.dmcsoftware.co.uk. Alternatively, email info@dmcsoftware.co.uk or call FREEPHONE 0800 6522 423 to speak to a member of the sales staff.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

Ecenta, a products and consulting firm specialized in complex implementation projects in the SAP® Business Suite product range, and Sky Technologies, experts for mobile SAP solutions based in the US and Australia, will from now on work together closely. Due to the new partnership Ecenta will not only distribute the mobile CRM solution from Sky Technologies but also implement the software. With the new agreement both companies respond to the growing demand for mobile CRM solutions.

According to Gartner in two years 50 percent of all mobile employees will leave their laptops in the office and use a different mobile device. For managers and sales people the smart phone will become the single most important tool to do business and communicate. Sky Technologies solution “SkyMobile” integrates directly with SAP CRM and doesn’t require any additional costly middleware. Therefore the installation and operation of the mobile CRM solution is quick, simple and highly reliable due to a much lower number of potential error sources.

“Our focus on complex implementation projects in the SAP® Business Suite product range, and especially SAP CRM, complements perfectly the portfolio of Sky Technologies”, said Thorsten Wewers, President of Ecenta AG. “Now we can provide our clients with a mobile CRM solution that is easy to integrate and Sky Technologies can grow its business with a partner who knows all about the CRM market within and beyond Europe.”

The growing demand for mobile CRM solutions is mostly driven by the increasing popularity of smart phones and other mobile devices as well as by the transition to flexible work places in many industries. In principle the extent and way mobile CRM solutions are used by the mobile workforce depend on each industry and clients` specific needs. However, in most cases fast and easy access to recent and complete customer data via smart phones such as Blackberry, the iPhone and devices that run Windows Mobile is a top priority.

“For us Ecenta is a partner with a matching philosophy and orientation”, said Troy O`Connor, CEO for Sky Technologies. “Both companies are focused on SAP solutions and work very passionately for their clients to make SAP solutions fit to very specific requirements. Joint research and development projects as well as joint sales activities will help us to grow and tighten the partnership even further.”

Ecenta is a products and consulting firm specialized in complex implementation projects in the SAP® Business Suite product range, in particular SAP Customer Relationship Management and SAP NetWeaver®, especially in the areas of Business Intelligence, Master Data Management, Process Integration (Exchange Infrastructure), Composite Application Framework and Enterprise Portal.

As a highly qualified techno-functional consultant, ecenta provides businesses global assistance with SAP CRM in ramp-up projects and demanding implementation projects. Ecenta’s consultants have years of experience in areas such as the Interaction Center (both WebClient and WinClient), CRM Service, CRM Sales, Help-Desk processes as well as the integration of external systems.

For more information, please visit www.ecenta.com

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

BEDFORD, MA – InteQ, a leading provider of on demand IT service management, is revolutionalizing the sandbox experience for IT organizations evaluating InfraDesk ITIL SaaS Service Desk by offering prospective clients with the unique opportunity to use InfraDesk in a production environment. The InteQ SaaS Assurance Program eliminates risks associated with implementing a service desk application by allowing the IT organization to use a dedicated instance of InfraDesk with their workflows and data with no commitment. In addition, the program enables the enterprise to gain a true reflection of the value and true benefits of InfraDesk.

“All vendors provide sandboxes to prospective customers at some stage in the sales cycle but we recognized that although the sandbox enables the user to get a feel for how the application performs, they really have no assurances of how it will actually perform for their organization, with their data and their workflows,” Bradford Winkler, Vice President of Sales and Marketing, SaaS Solutions, InteQ. “The InteQ SaaS Assurance Program really takes the sandbox to a more customized and personalized experience and provides the IT organization with the opportunity to show value to the business by demonstrating the application working in their own environment.”

The InteQ SaaS Assurance Program provides IT organizations with the ability to eliminate implementation risks, validate tool capabilities and demonstrate value to the business by implementing InfraDesk ITIL SaaS Service Desk within the enterprise. Using a staging or live production instance, InteQ will use active data, including workflows from the client’s environment, to show a true depiction of how the service desk application will work on a day-to-day basis. The first of its kind to be offered by a service desk application provider, this program truly takes the sandbox experience to the next level.

InfraDesk is a SaaS based ITIL service desk solution that enables enterprise IT organizations with the ability to adopt a robust solution with built-in ITIL workflows at a fraction of the cost of an on-premise application. Action-based automated routing ensures complete accuracy throughout the lifecycle of the service request to the resolution. Easy configuration accelerates adoption and training across the enterprise and dramatically reduces the need for in-house resources devoted to programming and administering the application.

“The advantage of multi-tenant SaaS application architectures during sales cycle is to easily setup a production environment for customers before they purchase the solution,” said Ray Paquet, Managing Vice President, Gartner. “IT Service Management SaaS vendors who provide assurances and eliminate perceived risks associated with switching and implementing such solutions is a huge benefit to prospective customers.”

InteQ has implemented InfraDesk in enterprises and service providers globally enabling IT organizations to benefit from the lowest Total Cost of Ownership (savings up to 70%), fastest to production (up and running in days), easiest to adopt (no customization required) and the most automated (ITIL out-of-the-box). The ITIL service desk application is delivered over the web and is priced based on fixed and concurrent user licenses.

InfraDesk – ITIL SaaS Service Desk

InfraDesk is an ITIL SaaS Service Desk application delivered as a service over the web based on InteQ’s unique ITIL process automation approach and experience. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations to ultimately support overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk enables large organizations to eliminate costly maintenance upgrades and lengthy implementation cycles commonly associated with traditional on-premise software while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility. Since its introduction to the service desk market, InfraDesk has been implemented in organizations globally accelerating value and savings for clients. InfraDesk was also the recipient of the Network Product Guide ‘Best in SaaS’, the American Business Awards ‘Best New SaaS Product’ and the ‘Best of SaaS Showplace’ Award from ThinkStrategies.

About InteQ

InteQ is a leader in On Demand IT Service Management. Our Software-as-a-Service solutions dramatically reduce the total cost of ownership, offer the fastest time to production and are the easiest to adopt. Since 1995, InteQ has been helping customers worldwide achieve IT service excellence using a unique solutions portfolio which includes a comprehensive suite of Remote Infrastructure Monitoring Services, an ITIL SaaS Service Desk, and award-winning training and consulting in ITIL – the IT Infrastructure Library. InteQ’s On Demand solutions have been successfully implemented in over 90 countries through its global service delivery model with operations in the United States and India. For more information, visit www.inteqnet.com or contact 888.4IT.MGMT.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

The Open+ Partner Program includes a market development program that provides SugarCRM partners with resources for business planning, business development activities, event execution, market positioning and sales delivery; Greater access and support for SugarCRM’s Open Cloud platform and enabling technology to help build, manage and maintain next-generation cloud solutions for customers as well as a new referral program that rewards partners for each qualified lead referred to SugarCRM.

It is also offering partners more streamlined lead generation, distribution of leads, and deal registration, as well as centralised marketing collateral partners can leverage as they go to market with Sugar-powered solutions, and a new customer reference program to spotlight partner success stories and aid the sales engagement process.

“Open+ creates even more distance between SugarCRM’s award-winning channel program and those of other CRM providers,” claims Liz Smith, VP of EMEA Sales. “SugarCRM offers unmatched value for VARs looking to build sustainable revenue streams in the cloud.”

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

"Companies lose money every time there is a failure in communication. Yet analysts continue to cite that as many as 60 percent of CRM implementations fail to meet client expectations. We created Idea2 to be more than just another CRM package," said Grace Schroeder, CEO of Idea2. "We align our solution with our customers’ business processes rather than asking them to adjust their processes to work within the constraints of a traditional CRM. Then, because our tool is intuitive and easy to use, accelerated adoption supports a rapid ROI and ties Idea2 directly to the company’s operation and success."

Idea2 CRM solves traditional implementation challenges such as technology isolation, lack of executive visibility and poor user adoption. The solution organizes and synchronizes CRM with additional data assets such as Enterprise Resource Planning (ERP) and Finance to create a unified customer view. By offering this integrated cloud-based workspace with a customized data structure, Idea2 CRM helps companies accelerate the process of customer acquisition and improve customer care to reinforce retention. This is accomplished by:

--  Providing a unified view of all information and interactions related to
    a customer in a familiar 'social CRM' format
--  Delivering an intuitive, role-specific interface that improves user
    adoption across the organization -- not just within sales teams
--  Providing insight into the drivers behind sales performance and customer
    care metrics through an information dashboard with data export features
--  Integrating customer support that extends online

Idea2 customer Teo selected the company’s CRM solution because of its integration capabilities and measurable results. "At Teo, we are embarking on exciting new product and distribution strategies. But first we needed to automate existing business functions by interfacing relevant sections to our existing ERP system, and by sharing information with our distribution partners," said Thomas Beck, business strategy executive for Teo. "Idea2 delivered a customized solution, quickly and affordably, that improved our operating efficiency and channel sales capacity. Their team began by understanding our current and future business strategies and helped us automate existing processes which resulted in great efficiency gains saving us significant money and resources."

Idea2 offers three versions of its solution that vary by level of customization. The standard package, Idea2Company, offers key functionality in a simple template that supports contact, partner, lead, prospect and customer management integrated with issue tracking. For companies who have unique attributes that should be included in the implementation, Idea2Custom offers a solution that adapts to the specific data structures of an organization. Beyond customization, companies can achieve greater levels of productivity enhancement through Idea2Unified, which integrates Idea2 with relevant existing systems. Idea2’s end-to-end solutions are adapted to its customers’ needs and business processes at a fraction of the expense of traditional CRM providers’ products.

"We know that companies have many options for CRM today," continued Schroeder. "We suggest they first consider the results a successful solution should have for their company — and then consider a provider that can deliver on those specific points. With so many CRM implementations falling short, it is important to select a partner can deliver what you need — and not just what they have."

Idea2 CRM quickly and easily connects a workforce with its customers’ ideas and data for fast measurable results. Designed for small- and medium-sized businesses, Idea2 offers its Software as a Service (SaaS) solution so that organizations pay only for what they use and can scale as they grow. Idea2’s professional services team can accomplish the customizations and integrations that are practical for small business owners today.

About Idea2

Idea2 is a provider of cloud-based CRM solutions for small- and medium-sized businesses. Idea2 CRM is an integrated business workspace that easily ties the people in your company to your customers’ ideas and data. Customers enjoy accelerated customer acquisition and improved customer retention made possible by the Idea2 CRM suite. For more information, please visit: www.idea2.com.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

La Jolla, Calif. – Smarsh®, the managed service leader in secure, innovative and reliable email archiving and compliance solutions, today previewed version 3.0 of smarshCRM, its Web-based customer relationship management platform, at the 2010 Technology Tools for Today conference. With an enhanced user interface and back-end server optimization, smarshCRM v3.0 enables financial advisors to navigate the program more quickly and easily, making compliance and practice management processes more efficient and ultimately mitigating risk and improving profitability across the practice.

smarshCRM increases individual practice efficiency

smarshCRM is a high-touch, client-centered, total workflow solution that systematically creates, simplifies and facilitates the advisor’s practice management processes. Using the Software-as-a-Service (SaaS) model, it offers users secure anywhere, anytime access to vital client data in real time.

“We work with thousands of investment advisors and broker-dealers, so we understand the importance of speed and simplicity when it comes to compliance and practice management processes,” said Stephen Marsh, Smarsh founder and CEO. “The smarshCRM platform – both at the user interface level and ‘under the hood’ – gives advisors more speed and power to systemize workflow and increase efficiency.”

smarshCRM v3.0 will roll out to current smarshCRM users and be available to new users in March 2010. Highlights include:

• Interface enhancements, designed for a fast and intuitive user experience. The overall layout has been consolidated, creating a consistent and information-rich presentation.
• System databases and application server optimization, creating a 4x increase in the system’s operating speed.
• New email client user features, including drag-and-drop simplicity, a familiar folder structure and preview pane. It integrates with IMAP servers (such as Gmail) and Smarsh solutions for email archiving, data-leak prevention and email encryption.

Additional enhancements are designed to add further security controls and integrate mobile and social media platforms.

Addressing compliance across the CRM platform

smarshCRM leverages Smarsh’s archiving and compliance experience as well as its policy enforcement and messaging security expertise to streamline workflow and help advisors, broker/dealers and compliance officers improve compliance-related programs. smarshCRM integrates customer data from several locations – email, documents, a global address book, calendars, real-time tasks and events, portfolio software, customized campaigns – into the single application that manages daily workflow. The tool features automated electronic approval/disapproval processes to foster necessary interaction with compliance departments. The ability to create and replicate campaign correspondence not only develops best practices, but also reliable compliance-approved templates for campaign management that mitigate risk for advisors and broker/dealers.

Demonstrations and pricing

smarshCRM pricing is determined on a monthly per-seat basis with a one-time set-up fee. For specific information or to schedule a demonstration, contact Smarsh at 1-866-SMARSH1 (762-7741) or sales@smarsh.com.

About Smarsh (www.smarsh.com)

Smarsh® is the managed service leader in secure, innovative and reliable email-archiving solutions for message compliance and records retention, proactive litigation readiness and mail server data management.

The Software-as-a-Service (SaaS) delivery model enables clients to eliminate IT infrastructure costs and minimize operating burden, while benefiting from the company’s expertise and experience in hosting large volumes of mission-critical client data. Customizable solutions fit the needs, budgets and technological infrastructure of any organization and are matched with unrivaled customer support and service. 

Founded in 2001, the growth of Smarsh has been recognized at both the local and national level. In 2008 and 2009, the company was named to the “Inc. 500,” Inc. magazine’s annual analysis of the fastest-growing companies in the United States. Deloitte honored Smarsh with a spot on its Technology Fast 500 list for 2009 and the Portland Business Journal ranked Smarsh No. 1 in its 2009 growth rankings for the state of Oregon.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

“With stringent government regulations and the need to protect brand loyalty, effective and efficient product recall management has become a critical issue for manufacturers and distributors.” quoted Frank J. Vukmanic, Senior Vice President and General Manager, V-Soft. “Immediate communication with the consignee/customer and the ability to accurately report recall progress can help control the cost of a recall. Loss of reputation and customer loyalty can sometimes be much higher than the cost of product recalls. VPRMS is a solution that addresses these concerns.” he added.

Based upon a rapid deployment SaaS software model, VPRMS can help customers easily manage and track product recall activities. Easy to use import capabilities are included to provide effortless import of consignee/customer, contact, and product data into VPRMS. Data captured in VPRMS can be exported to ERP or other systems. Reports on recall activities, inventory returned, replacement inventory requirements, and estimated accounts receivable credits are just some of the standard reports available in VPRMS.

Key features and benefits of V-Soft’s Product Recall Management Software (VPRMS) are:

1. Rapid deployment of the application
2. Secure recall data management
3. Increased operational and financial visibility
4. Comprehensive activity recall reporting
5. User-friendly application

For more information please visit them at http://www.v-softinc.com/crm/product_recall_management_software.html

About V-Soft, Inc.

V-Soft, Inc. is a US based global product engineering and IT solutions provider enabling clients transform ideas into business results. V-Soft’s range of services spans product development through product life cycle management, product recall management to customer relationship management. V-Soft is a certified reseller and implementation partner of Oracle’s CRM On Demand and Oracle Agile PLM.

Additional information about V-Soft Inc. can be found at www.v-softinc.com.

For further inquiries please contact:
Reshma Nigam, Vice President Marketing
408-342-1700
info@v-softinc.com

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

“Most small businesses in Australia use either MYOB or QuickBooks as their accounting or Point of Sale software," said Managing Director Cathy Allington.  "youGROW™ is the only CRM software which takes advantage of all the relevant customer and sales information they already have, and makes this all available directly within Microsoft Outlook. There is no rekeying, and no double entry.”

Allington believes youGROW™ will beat the majors due to three key factors:

1. The dominance of Microsoft Outlook. youGROW™ is operated from directly within Outlook. “With other CRM systems, users have to open yet another programme. That’s hard. We are all so busy that we just won’t do it. Most SME’s have Outlook open most of the day. If you have Outlook open, then you have your CRM open.”
2. Making use of all existing information: youGROW™ takes all customer and purchase information, held in the accounting or Point of Sale programme, and intergrates it with customised Microsoft Outlook contact forms. “The biggest difference with what we do is that we started from focusing on the information businesses already had within their accounting or point of sale software. We did not add this on as an afterthought.”
3. One-on-one training. youGROW™ includes eight hours of training with its software to maximise the benefits.  “Our training is customised to suit the business. We teach the business the key things they need to do to build those relationships, and how to use our software to do that. By the end of our second training session, our customers are already doing things like sending out thank-you letters to new customers who bought for the first time last week. They are already practising ‘CRM’”.

Cathy Allington has been consulting on CRM for 16 years and has found a major stumbling block to CRM for SME’s has been that most small businesses don’t know where to start building relationships with customers.
“CRM is about communicating with the relevant customers or leads, about news that is relevant to them," Allington says. "It is about building a relationship of trust with your customers, so that they want to deal with you because they feel they have a relationship with you. It is not about just buying a CRM software programme and thinking ‘Now I do CRM’!”

youGROW™ allows users to communicate by personalised letter, email, fax or SMS to all clients, or any type of client – based on what they have or have not bought, when they first or last bought, where they are based, how many times they have bought, their average dollar spend – any criteria or combination of criteria.

Prominent Adelaide businessman Martin Baily bought 40% of You Grow Pty Ltd in 2005. “I had businesses that used MYOB’s RetailManager when I was introduced to the youGROW™ concept," Baily said. "We all know it costs far less to make another sale to an existing client, than to find new people to sell to.  youGROW™ made CRM easy, it made sense to me.”

For further details and information about youGROW™ features, contact:
Cathy Allington
Managing Director
You Grow Pty Ltd
Cathy.Allington@yougrow.com.au
Ph: 08 82314990 or 0416203966.

About You Grow CRM

You Grow is a premium CRM provider of both software and services to the SME sector in Australia and New Zealand.  The company was established in 2005 and now sells and supports its software throughout Australia and New Zealand. For further information visit www.yougrow.com.au or email info@yougrow.com.au.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.

Cincinnati, OH – Vertical Solutions, Inc. (VSI), a developer of service management solutions, announces VContactCenter, a cloud-based CRM Contact Center Management solution. Designed specifically for customer service applications, VContactCenter addresses the needs of internal contact centers, external/outsourced contact centers, and hybrid contact centers that require tight integration and seamless interaction among groups. VContactCenter (http://www.v-contactcenter.com/) is available in both public and private cloud options, enabling companies to take advantage of the rapid implementation and reduced management costs of cloud-based computing while offering the security and data migration capabilities of installed software. The powerful workflow engine enables contact center managers to develop, implement, and update business processes across all channels – phone, email, and web-based support – quickly and easily, with no I.T. intervention or costly customization.

“Today’s contact centers are at the core of a business, driving revenue and building customer relationships. We designed VContactCenter from the ground up to make it easy for contact center managers to streamline every interaction, from commonplace to complex, and to grow with the company,” says Ron Wegmann, Sr., CEO of Vertical Solutions. “VContactCenter looks easy on the surface, offering contact center managers drag-and-drop functionality for creating business processes, delivering consistent multi-channel operations, and segmenting data. But behind the scenes, its platform-level technology performs complex functions swiftly and seamlessly, without expensive customization or I.T. intervention.”

Key differentiators of VContactCenter include:

• Multi-channel Operations. VContactCenter enables companies to easily deploy proven CRM support processes consistently across every channel, from phone calls, chat, and emails to self-help, forums, and social networking venues.
• Public and Private Cloud Options. Contact centers can benefit from the rapid deployment and reduced management costs of public cloud computing, or can deploy VContactCenter in the private cloud to increase security and data migration. Companies may easily switch from public to private cloud options as their businesses change or grow.
• Workflow Management. VContactCenter’s cloud-based technology platform enables business users to streamline business process management, and integrate multiple, adjacent tasks and incidents. A simple and intuitive drag-and-drop interface gives business users a visual tool to design, test, implement, and document their business processes simultaneously. Workflows integrate seamlessly with multiple databases to calculate service-level agreements based on a variety of factors, eliminating costly, error-prone manual processes. Web-based libraries of processes, including plug-and-play integrations to external applications such as ERP systems, offer tremendous time savings for dynamic businesses. (http://www.v-contactcenter.com/vsi-solutions/workflow-business-process-management.php)
  
• Data Segmentation. VContactCenter offers a robust data segmentation function that enables contact centers to create partitions of data for individual clients or for various business units, each with their own workflow and business processes. (http://www.v-contactcenter.com/vsi-solutions/data-segmentation.php)
  
• Knowledge Management. VContactCenter streamlines the steps involved in connecting agents with the right information. Its Wiki-based platform enables agents to quickly and easily create knowledge articles using standard formatting and tagging procedures. Companies can develop more than one knowledge base, and assign permission levels to each agent, boosting security for multiple clients or in managing sensitive information. Companies can establish their own parameters for knowledge creation, management, and publication with no expensive customization required. (http://www.v-contactcenter.com/vsi-solutions/knowledge-management.php)
  
• Social Collaboration. VContactCenter incorporates multiple social networking and sCRM technologies to enhance customer interactions, speed transactions, and build personalized communities. Contact centers benefit from improved knowledge sharing and team building using internal and external collaborative tools, and can promote the sharing of “tribal knowledge” to bring newer workers up to speed and rapidly disseminate best-practice information. (http://www.v-contactcenter.com/vsi-solutions/social-collaboration.php)
  VContactCenter is a CRM Contact Center Management solution built on a cloud-based technology platform. Its unique, multi-channel capabilities enable companies to automate interactions between any entity, database, or group and deliver seamless, consistent support based on proven business processes.

About Vertical Solutions, Inc. (VSI)

Vertical Solutions, Inc., develops, implements, and supports best-in-class CRM Contact Center and Service Management solutions, including PowerHelp and its latest technology, VContactCenter. PowerHelp is a robust, modular application that offers in-depth functionality for Customer Support, Field Service, Sales/Marketing Automation, and Mobile environments. VContactCenter is a platform-based solution that enables internal, external, and hybrid contact centers to deploy proven CRM support processes via a flexible, cloud-based technology platform.

Companies in a variety of industries and throughout the world use VSI’s solutions to improve service response and resolution times, reduce the costs of delivering service, capture actionable customer data, seamlessly integrate with external partners, and broaden their portfolio of service offerings. VSI’s applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. The company’s customer list is 100-percent referenceable, and includes ACCO Brands (GBC), Reynolds and Reynolds, ABB, Inc., and A. O. Smith Water Products Co. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide.

For more information, visit http://www.V-ContactCenter.com or call 1.800.466.0238.

Copyright ® 2009 by CRM HELP DESK Software .com. All Rights Reserved.