IRely makes a wise choice with TechExcel’s CustomerWise
By Leonard Klie – June 2012
An enterprise software provider for the management of commodities from farm to fork, iRely serves organizations that handle the origination, trading, manufacturing, and distribution of commodities. Headquartered in Fort Wayne, Ind., it has about 400 customers in the agribusiness, petroleum, trading, risk management, manufacturing, and retail industries. It has five other offices throughout the United States, one in the United Kingdom, two in India, and one in the Philippines.
The company was receiving, on average, about 1,600 technical support cases a month, but customers had no visibility into where their cases were in the queue and when they could expect them to be resolved. IRely’s own visibility wasn’t much better. Any changes or updates had to go through a complicated manual process with multiple phone calls, interfaces, applications, and departments involved.
So in January 2010, the company decided to replace its homegrown customer service and support system.
CustomerWise helps automate and streamline help desk activities with configurable workflows, process approvals, email integration, project management, integrated knowledge management, and the availability of customer self-service through a customer Web portal.
The system provides a single point of contact for customer requests and submitted incidents and the ability to automate reminders and review the approval of incidents and requests. It can be integrated into most CRM, help desk, defect tracking, and test management applications, and brings together Web, wireless, and client/ server technologies.
By switching to CustomerWise, iRely was able to integrate billing into the primary system and move from monthly to weekly billing. Additionally, the company reduced the number of agents from six to four, gained full visibility into the production cycle and service-level agreements, and improved customer service.
Fixes that once took up to 60 days to complete are now done in about five days.
“Very quickly we were able to identify bugs