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Scottsdale, Ariz. - January 12, 2005
- Best
Software today announced that Big River Telephone, a full service
telecommunications provider serving the mid-western United States, has
integrated the SalesLogix® CRM Suite with its Operation Support System (OSS)
to enable a unified customer relationship management and support system. Big
River Telephone selected SalesLogix after considering CRM product offerings
from Microsoft, Salesforce.com and Siebel. With SalesLogix at the core of
its business, Big River has achieved a customer satisfaction rating of 98.6
percent, significantly surpassing the 70 percent telecommunications industry
average. Big River Telephone chose SalesLogix for its flexibility to help meet its unique needs and its ability to adapt to dynamic sales and support process changes inherent to the telecommunications industry. Using SalesLogix, Big River has efficiently managed its growing customer base by empowering employees with instant access to customer information and by improving their ability to provide superior customer service. “We knew SalesLogix was a wise choice, but our expectations have been far exceeded when measuring our return on investment,” said Kevin Cantwell, president of Big River Telephone. “At Big River, our customers come first and SalesLogix has allowed us to exceed their expectations. Best Software provides the flexible CRM solutions and technical expertise that will meet our needs well into the future.” Big River’s acquisition and growth strategy has been largely based on improving its back-office operations and customer service. Big River has acquired companies having sales order, work order and trouble ticket processes all on disparate networks. These systems were inefficient and expensive to run, resulting in customers not being served to the standards Big River demands. When SalesLogix was integrated, Big River was able to automate all account management processes and reallocate 21% of its customer service resources to higher revenue-generating activities. “Big River Telephone’s experience with SalesLogix and the expertise delivered by our business partner channel exemplifies how we can help organizations eliminate administrative congestion and solve the problem of disconnected processes so they can improve the customer experience while focusing on growth,” added Bob Neeser, vice president of SalesLogix sales for Best Software. Big River Telephone employees now manage all accounts through a SalesLogix dashboard view that monitors each customer’s network and provides instant alerts to support requests. SalesLogix has reduced the need to transfer customers to different departments and has helped Big River generate its double-digit increase in customer satisfaction. “On top of the tremendous benefits realized during past acquisitions, the easy installation and flexibility of SalesLogix helps position Big River Telephone for future expansion within the rapidly changing Voice Over-IP market,” explained Sean Mohan of Strategic Sales Systems, a SalesLogix business partner. “The entire system allows Big River to adapt to any given operating need.” SalesLogix 6.2 CRM Suite SalesLogix is the CRM leader for small to medium-sized businesses that require flexible, easy-to-use solutions to help acquire, retain and develop profitable customer relationships. SalesLogix 6.2 delivers integrated sales, marketing, customer service and support automation solutions that adapt to an organization’s unique customer acquisition, retention and development processes. With more than 6,000 customers, SalesLogix has garnered accolades for its ease-of-use and high levels of end-user adoption. Gartner named Best Software number one in the worldwide small business CRM software applications market with 25% market share1, and currently lists SalesLogix as having one of the lowest total cost of ownership calculations over three years among leading CRM solutions.2 SalesLogix 6.2 is available through the Best Software Mid-Market CRM channel of over 450 business partners starting at $795 per user for Standard CRM. For more details, visit www.saleslogix.com. About Big River Telephone |