Neocase, a global leader in collaborative customer care software and services for CRM, today announced that Pacific Coast Companies, Inc. (PCCI), part of the Pacific Coast Building Products (PCBP) family of premier building material manufacturing, distribution and contracting companies, and SOS, a leading provider of voice, data and telephony management solutions for small and mid-size businesses, have adopted Neocase to manage their customer service and support operations and subsequently enhance Microsoft Dynamics(TM) CRM 3.0. The Microsoft Dynamics name is used under license from Microsoft Corporation, MSFT.
PCCI provides administrative and IT services to all of the PCBP companies. The Neocase customer care software allows the IT department to track the services being provided to several thousand employees. These services range from the support of desktop computers and printers to the design, production and support of custom software and applications. Greg Bonelli, senior IT manager for PCCI, said, "Our customers are our co-workers and a portion of our mission is to provide them with a competitive advantage in their various marketplaces. Neocase allows us to efficiently log their requests and track them through resolution and closure. Neocase has allowed almost infinite opportunities to customize the product to our individual needs. Their technical staff has been a delight to work with. They are talented, energetic and focused on helping us tune the Neocase product to our particular style of doing business."
Both companies chose Neocase to manage and optimize their customer care and support efforts. Neocase's innovative collaboration capabilities enable the companies to locate and access the company's internal expertise to help solve customer issues quickly and efficiently.
The busier SOS has become with telephony implementations, the greater the need for fast, efficient customer support. "The implementation process for our IP Telephony products is different for each of our customers so providing customized technical support is essential to our business," said Gia McNutt, CEO of SOS. "Neocase allows us to track detailed customer data, offer self-service options and gather our collective expertise to ensure that every implementation of our products is simple, quick and painless for our customers."
"Since the launch of Neocase 10 in the U.S. market there has been significant demand for our customer service offering among companies seeking more efficient ways to solve complex customer care issues, improve operational efficiencies and improve their overall customer experience," said Herve Pluche, CEO of Neocase. "As demonstrated by our recent customer wins, we continue to see strong demand for our products and look forward to building on this momentum and leadership in On-demand, customer-centric support solutions for the mid-market."
About Neocase Software
Neocase Software is leading the charge in the customer service market segment. Neocase has been producing superior customer service software for more than 15 years. Created in a call center environment, Neocase delivers customer service management solutions that enable organizations to implement advanced customer service and support best practices. Neocase brings customer care to a new level by giving customer service agents the power to access expertise anywhere in a company or to collaborate with external partners for tailored case resolution. Neocase markets its products through a global network of established partners. Neocase Software is a privately held company with offices in Europe and the United States.
Product or service names mentioned herein are the trademarks of their respective owners.