- New software module unveiled for beta trials in US; Solution extends reach of update’s multichannel CRM portfolio to the social Web; enables life sciences organizations to closely monitor and analyze social media and web conversations, integrates that data into their CRM process -
PRINCETON, N.J.--update CRM Inc., makers of innovative CRM solutions for life sciences, introduced today “Cosmic,” a new software module that extends its award-winning update.seven and update.revolution CRM platforms to the social Web. The solution is now available for beta trials in the US and offers a broad mix of social media, web monitoring and analytical features, enabling life sciences companies to leverage the explosive growth of social media communications and integrate crucial data into their CRM process.
“Customer relationship management and social media are clearly intersecting, but companies in highly regulated markets such as life sciences are still grappling with how best to leverage this powerful communications technology to drive their business ”
Cosmic (Comprehensive Observation of Social Media Integrated with CRM) is a software module developed by the Innovation Labs of update CRM. The solution monitors online conversations across the social Web about a company’s brand, product or service, analyzes these interactions and gleans insights which are translated into actionable data and integrated into a companies’ existing CRM process.
“Customer relationship management and social media are clearly intersecting, but companies in highly regulated markets such as life sciences are still grappling with how best to leverage this powerful communications technology to drive their business ,” said Adam Vissing, update’s Director of Innovation. “Cosmic provides companies with expanded capabilities to better hear and understand the public conversations about their brand or product across the social web, allowing them to engage when needed and interact via their standardized CRM protocols.”
Currently in trials in Europe, Cosmic is now available for beta testing to qualified life sciences companies in the US. A general availability version of Cosmic is expected to be available to companies in North America in Q1 2011.
“Social media has become increasingly integrated into the everyday lives of sales representatives, but the challenge has been to capture, analyze that information and present it in a useful way to sales teams. In the Web 2.0 enterprise, it is clear that job is going to fall on CRM systems,” said Barton Goldenberg, founder and president of business consulting firm ISM Inc. “Effective social media integration is going to become more and more crucial for CRM vendors, and we were pleased to provide update CRM with our 2010 Social Media Award for their Cosmic offering.”
Cosmic is a software module designed to leverage the power of social media communications and integrate that data into CRM processes. The Cosmic solution operates in three stages:
- Listen: Cosmic constantly searches for specific keywords and phrases through all defined social media channels (Twitter, RSS feeds, blogs, etc.) and stores the results in the update.seven database.
- Understand: Collected data is analyzed to determine activity (how much is being said), actors (who is saying it), influence (how many people are listening), sentiment (positive/negative/neutral) and trends (related emerging topics).
- Engage: Items identified as important trigger related actions in the update.seven CRM system – identified actors become persons, tweets become service tickets or calls, campaign responses are tracked and sales reps are automatically notified, etc.
Taken as a whole, Cosmic transform’s update CRM’s powerful CRM platform into a fully integrated Web 2.0 social CRM package, providing sales reps and managers with the power to extract useful and actionable information from the growing stream of worldwide social media traffic.
About update CRM Inc.
update CRM Inc. provides innovative and unique cloud-based customer relationship management (CRM) solutions to a growing number of small and large life sciences companies in the US. update CRM’s parent company, update software AG, is the leading developer of CRM products in Europe and boasts more than twenty years of CRM experience and more than 160,000 end users in more than 1,400 customers worldwide. Update software has subsidiaries in the US, Germany, Switzerland, the Netherlands, France, Hungary, the Czech Republic, and Poland, and is listed on the German stock exchange in Frankfurt am Main.
update’s customers include, among others, ALK Abelló, Paul Hartmann AG, Boehringher- Ingelheim, Daiichi-Sankyo, Canon and DuPont. update maintains strategic partnerships with companies such as Hewlett-Packard, and hosting partner IBM.
|< Prev||Next >|