Customer relationship management (CRM) is important for customers hoping to attract new customers and retain the ones they currently have. CRM systems offer insight into what is working and what is not when it comes to the customer experience, and gains information about customers that will help improve their experience. Cloud CRM allows businesses to access this data at any time with access via a Web browser, e-mail system and phone.

Emphasys Software, a provider of enterprise software solutions to the affordable housing, investment management and residential real estate marketplaces, has selected Soffront’s enterprise CRM and its customer service and outlook integration modules to manage customer satisfaction.

Soffront’s enterprise CRM software application is comprised of marketing automation, sales automation, customer support, employee support, defect tracking, knowledge management, order processing, asset management, CRM portal, mobile CRM and more.

“Our support team needs to have immediate access to details such as status, previous correspondence, previous alerts etc,” said Rose Shapiro, Emphasys product manager, in a statement. “We need a place to queue and process incoming calls as unassigned tickets, before they are assigned to the next available support person.”

Soffront Outlook integration lets you use either Microsoft (News - Alert) Outlook or Soffront to communicate with customers with the assurance that everything will be captured in CRM for companywide visibility. The integration works seamlessly for e-mails, calendars, contacts and synchronization. Its customer support software cerates tickets from phone calls, Web and e-mail and assigns them to support reps automatically.

“Soffront is very customizable, which will help us to continue working as we are used to, or even better. We like the variety of search options allowing us to find information regardless of page or field it was recorded,” Shapiro added.

Soffront offers the advantage of experience, technology and focus with an integrated enterprise CRM application. It offers the highest adoption rate in the industry. According to a 2011 report by CSO Insights (News - Alert), 38 percent of small and medium businesses have achieved more than 75 percent CRM adoption rates. Soffront customer surveys show that 100 percent of Soffront’s CRM application customers have achieved more than 75 percent adoption rates.

Customization options for the enterprise CRM solution from Soffront include business process automation, drag and drop customization, business rules, reports and API and integration.

Shapiro continued, “We are very impressed. We really like Soffront’s elegant interface, customization and most of all, the professional level of support we receive from our dedicated Soffront personnel.”

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