9 March 2009

With offices in France, the UK, Belgium and the US, survey software provider Askia faces daily inquiries from its clients, running the gamut from simple performance checks to the resolution of technical problems. Eager to provide enhanced customer service, the company sought out a trustworthy customer relationship management (CRM) tool.

“50 per cent of a software publisher’s job is to have efficient and professional customer support. On a day-to day basis, it’s imperative to have a tool that allows us to trace incidents to their origin in order to resolve them as fast as possible,” explains Patrick George, CEO of Askia. “It’s with this in mind that we went searching for a CRM solution. We wanted to restructure our information system and rebuild our database.”

After reviewing a number of options, Askia selected Neocase Software, a global leader in customer service software solutions, to implement its namesake CRM solution. Neocase is designed to help maximise productivity and quality of service through collaboration, self-service knowledge management, partner centres and advanced workflow management. Designed for easy use, quick implementation, and optimised for Microsoft Dynamics CRM 3.0, Neocase can be deployed either on-demand or on-premise.

Whether in Paris, London, Brussels or New York, employees can get connected daily via Neocase Self-Service and check the status of the intervention files

Patrick George, Askia Since implementing Neocase in 2005, Askia has seen benefits at all levels of its operations. Prior to having the solution, the company managed client inquiries without any true sorting capabilities, but now the company can sort inquiries into two categories: support (resolution of problems) and performance checks (bugs and suggestions).

In addition, George uses Neocase to manage the company’s contracts. “We have multi-site structures in four different countries. Each country has its own director of sales who is linked to client support via Neocase,” he explains. “Previously, the support team would find mistakes because of the way contracts had been filed. But now, it’s much easier for us to update our database in real time and ensure accuracy.”

Askia has already created 1,500 intervention files with the CRM tool, of which 75 per cent are support cases and 25 per cent are bugs and suggestions. Using the Neocase Self-Service Module, end-clients can make inquiries directly on the company’s Web site, which is personalised and optimised for their use.

Neocase also gives all the employees of the company access to the tool regardless of location. “Whether in Paris, London, Brussels or New York, employees can get connected daily via Neocase Self-Service and check the status of the intervention files,” adds George. “This reorganisation has brought our teams closer, even though they’re geographically dispersed.”

Beyond deploying just another CRM tool, Askia sought out software that would enable a reorganisation of its database and enhancement of its customer service, which is what Neocase has delivered.

“Neocase Software’s unique approach made it the judicious choice for Askia,” says George. “Not only did the solution answer our preliminary needs, but it continues to evolve at the same pace as our business activity.”

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