LAFAYETTE, CALIFORNIA , August 10, 2009 – TechExcel, Inc., a leading provider of IT Service Management and help desk issue tracking software, today announced that Amcom Software has selected TechExcel CustomerWise for their Customer Service Data Centers in Minnesota, New York, Florida and Australia. CustomerWise is a powerful integrated CRM solution used to optimize processes among sales, marketing, and customer support teams. Using CustomerWise, Amcom Software will improve collaboration and communication, enabling them to resolve issues more efficiently and exceed their customers’ service expectations.
Minneapolis-based Amcom Software provides technology solutions for organizations that depend on speed, accuracy, and productivity to manage mission-critical, day-to-day, emergency and event-driven communications. Amcom Software’s advanced solutions are used by thousands of leading corporations and organizations in healthcare, education, hospitality, business and government. With thousands of enterprise-level installations currently in place, Amcom’s proven technology platform and expert services support some of the most vital communication systems and processes in the world.
Presently Amcom has five call centers using four different help desk solutions with limited web portal capabilities. Amcom chose TechExcel after evaluating Help Desk solutions from five vendors in an effort to bring together their silo systems into a single solution, standardize the way they service their customers, and unify the customer experience across their call centers. By consolidating onto one application and rolling out web portal functionality, Amcom will provide additional self-service avenues for their customers and improved customer service.
Delivering superior customer service is key to maintaining customer relationships. CustomerWise helps organizations optimize support process by providing teams with everything they need to improve the overall customer experience. Through sophisticated process automation, knowledge base management, and the availability of customer self-service through the Customer Web Portal, CustomerWise enables support teams to improve business processes that translate into better customer relationships.
“TechExcel’s CustomerWise and supporting add-on modules allow us to logically bring together processes that needed to be unified, yet also enable us to follow escalation and notification processes unique to each call center,” says Kathy Veldboom, Vice President, Quality & Support, Amcom Software. “Extremely easy to configure, TechExcel provides us with the ability to mold the application to meet our unique business needs as well as interface to several other systems at Amcom in Sales and Marketing, Accounting, Development, and QA. This approach helps Amcom use existing applications to seamlessly integrate what we feel is a best-of-breed Help Desk solution. By interfacing with these other systems, all departments will have essential information in real time from TechExcel.”
Veldboom continues, “Amcom is very excited to enhance the services we are providing to our customer base through TechExcel. Presently, only one call center has a Web portal that allows customers to interact with technical analysts. With TechExcel, Amcom will be able to provide a web portal for all of our customers to manage their own cases, search our knowledge base, and download many helpful documents.”
“Amcom has realized tremendous growth over the past two years.” said Tieren Zhou, Founder, CEO and Chief Software Architect. “TechExcel is pleased to have been selected by such a market leader, and we are confident that as Amcom continues to expand, CustomerWise will always be able to meet their needs.”
More information on TechExcel’s CustomerWise is available at: www.techexcel.com
About Amcom Software
Amcom Software provides technology solutions for organizations that depend on speed, accuracy, and productivity to manage mission-critical, day-to-day, emergency and event-driven communications. Amcom Software’s advanced solutions for call center communications, emergency management, wireless messaging middleware, and paging infrastructure are used by thousands of leading organizations in hospitality, healthcare, education, business, and government. Amcom’s recent acquisitions of Commtech Wireless and SDC Solutions, along with the additions of Xtend Communications and Telident E911 solutions, further solidify the company’s market leadership. For more information, call 800.852.8935 or go to www.amcomsoftware.com.