Latest Release of Neocase Software Improves Asset Management, Self-Service and Reporting

SAN FRANCISCO--Neocase Software, a leading international provider of customer support software, today announced the availability of Neocase 10.5, the newest version of its customer support offering for the U.S. mid-market.

Neocase Software specializes in providing collaborative customer service solutions that bring efficiency and simplicity to what are often complex customer interactions. Neocase has invested heavily to make its solution easy for agents, partners and customers to use, bringing efficiency and profitability to call center operations through web self-service, intelligent knowledge management, service level agreements (SLA) and warranty management, employee and partner case collaboration, and automated workflows.

Building on the software’s seven core modules, key enhancements integrated into Neocase 10.5 include:

• Improved Asset Management – Companies who sell and support products, or who use Neocase 10.5 for internal IT support, will benefit from the flexibility of leveraging additional user-defined fields to describe the product’s configuration and components. From one core screen, customer service representatives are able to see all associated contracts, accounts, contacts, cases, and components and, as needed, a picture or illustration of the product.
• Enhanced Reporting Capabilities – Neocase 10.5 comes bundled with a variety of standard reports that can be further customized to meet a company’s unique needs, making it now easier than ever to create and publish general and customized reports. Because Neocase uses Microsoft SQL Server Reporting Services as its reporting engine, companies using Neocase are able to create ad-hoc and company-standard reports that can be delivered to the screen, to the web or on paper, as well as combine data elements from other systems and databases.
• Self-Service Is Personalized – Companies can welcome customers back to their self-service portal by creating a personalized homepage that recognizes individual customers every time they visit your site. This feature is particularly advantageous in multi-language environments.

“One of our sayings at Neocase is, ‘Case closed. Doors open,’ which speaks to the idea that if you can resolve a customer support request in a timely and accurate manner, the door will open for future business from repeat customers and their referrals. However, many companies struggle with enforcing a support process that involves managing the multiple contact points required to solve the often varying nature of individual customer interactions,” said William Pollie, president of Neocase Software. “We’ve spent the last 15 years honing our solution around the guiding principle of removing complexity from the process, building decision-making and collaboration right into the system. As a result, agents can be trained in hours and new customers can go live in weeks. With Neocase 10.5, we’ve made complex customer support simpler than ever before.”

Neocase CRM, the combination of Neocase 10.5 and Microsoft Dynamics™ CRM 3.0, delivers the only complete CRM solution available that addresses the full cycle of sales, marketing and customer service operations. This package provides enhanced functionality that extends Microsoft Dynamics CRM 3.0, creating a completely unified bundle that is more powerful than any offering available today in the marketplace.

Availability

Neocase Software is delivered through our partner network and can be deployed rapidly on-demand, on-premise and is optimized for use with Microsoft Dynamics™ CRM 3.0. Neocase 10.5 is a preferred solution for mid-market companies committed to differentiating their business through the quality of support they provide at a price they can afford.

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 operations management solutions that enable organizations to implement advanced customer service best practices. Neocase brings customer service 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.