Neocase Launches New Collaborative Customer Operations Software Suite for the Mid-Market

Available On-Demand, as Stand-Alone Licensed Application or Bundled with Microsoft Dynamics CRM 3.0

An established European leader in CRM, Neocase delivers proven applications that take customer service to a new level by giving customer service agents the power to access expertise anywhere within a company or to collaborate with external partners for tailored case resolution. Neocase efficiently provides all relevant business units with direct, customized access for solving each customer issue. Neocase streamlines business processes and enables customer service agents to solve problems quickly, ultimately improving overall customer service quality and increasing customer satisfaction.

Introducing Neocase 10

Neocase 10 maximizes productivity and quality of customer service through collaboration, knowledge management and efficient workflow management in a cost-effective solution. Neocase provides a completely collaborative customer service platform comprised of seven modules that function synergistically for efficient case resolution. Neocase 10 includes:

-- Collaboration Platform -- Unique to Neocase, with the collaboration platform, an agent can assemble the appropriate team of internal and outside partners, then create replicas of a case, called child cases, to disseminate the information and collect input from team members simultaneously.

-- Self-Service Portal -- This easy online option allows the user to create an inquiry, or case, via the Web. A customer service agent then receives the case as part of established workflow.

-- Service Level Agreement Module -- The service level agreement (SLA) module helps partners and internal team members comply with service contracts for case resolution and also opens additional revenue opportunities through easy tiered service plan creation.

-- Partner Center -- The partner center is the medium from which external vendors or other external parties may contribute to case resolution.

-- Knowledge Base -- All relevant case information is extrapolated and added to an extensive knowledge base that agents, partners and customers can access. The knowledge base provides a powerful resource for adjusting business processes and improving overall organizational efficiency.

-- Field Services Module -- If on-site service is required, the nearest field agent is dispatched through geo-localization capabilities and given access to case information.

-- Reporting Module -- Once the team resolves and closes a case, Neocase generates a variety of reports and dashboards that deliver concise performance metrics for effective monitoring of customer service productivity and proper management of operations.

"Neocase's web-based application allows our global teams to access the same centralized system so we can manage customer information more efficiently," stated Krista L. Gilje, client support manager at Neocase customer XRT, Inc. "Our U.S. customer support center can transfer requests to any one of our European support centers without having to re-key data."

"Customer service has largely been underserved by the software industry, especially in the mid-market, resulting in poor service quality and escalating service costs," stated Herve Pluche, CEO, Neocase. "Neocase was built from the ground up and has been proven in some of the world's busiest call centers to solve complex customer service cases simply. Neocase is built around collaboration, providing agents with the ability to tap into expertise anywhere in an organization to quickly resolve problems. We're pleased to be delivering our innovative CRM products to the U.S. market with the launch of Neocase 10."

Integration With Microsoft Dynamics CRM 3.0

Neocase CRM, the combination of Neocase 10 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. It provides enhanced functionality that extends Microsoft Dynamics CRM 3.0, creating a completely unified bundle that's more powerful than any offering available today in the marketplace.

Availability

Neocase 10 is available through two models: licensed or on-demand. With Neocase On-Demand, customers pay a low-cost monthly access fee per named user. Additionally, Neocase is also available through Neocase's global partner network and as a bundled offering with Microsoft Dynamics CRM 3.0.

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.