|By Business Wire
|January 10, 2013 09:30 AM EST
Active Endpoints, Inc.:
Created wizard in an hour and deployed the same day with no custom
Combined desktop, voice-to-text, touchscreen input and DIY
Utilized a highly scalable application design environment
View video demo at http://www.cloudextend.com
Endpoints, Inc. today announced that Scancom
Distribution Ltd., a leading B2B supplier of mobile handsets,
airtime and data related telecom products, has reduced the time to
resolve customer service issues by 90% by implementing Cloud
Extend and Cloud
Extend Mobile. Available for desktops, iPhone and Android smartphone
users, Cloud Extend is a customization tool that gives business users
the ability to visualize, create and modify their own wizard-driven
guides, simplifying and automating daily work. This customization
capability is achieved with an innovative, patent pending, design
environment for business users, with no IT skills and minimal training,
Previously, Scancom found their customer relationship management (CRM)
was heavily data centric. Despite training, emails, and written
procedures, trying to remember what to enter, where and in what
circumstances, was frustrating its users and leading to inconsistent
processes and poor data quality. Scancom continually tried to customize
their CRM, by adding new tabs, layouts and fields. Frustration around
the above issues caused Scancom to see if there were any solutions to
address these issues.
Scancom quickly discovered Cloud Extend revolutionized its CRM
environment, which is based on Salesforce. For example, customer bill
reviews became a simple two-step process that was natural and quick for
the customer care agents to process. Armed with an account number, they
retrieved the right account immediately. Then they simply clicked on the
“Bill Review” wizard, created in Cloud Extend, in the Accounts tab.
That one click was all that was required. The wizard took care of
everything else by automatically creating the case object associated
with the account, populating ten fields with the correct account data,
sending internal notification emails and setting up the follow-up tasks.
Bill reviews with all of the company’s suppliers previously took five
hours now take just thirty minutes to complete, reducing time spent in
this critical activity by 90%.
Chen Kotecha, Managing Director, Scancom Distribution Ltd. said, “Cloud
Extend is a must have application for anyone who uses Salesforce.” He
continued, “Basically, Cloud Extend had not only become the steering
wheel, but more importantly it enforces the right data at the right time
with the right quality. Ultimately, Cloud Extend has allowed us to
deliver on our most important goal which is providing the very best
Cloud Extend also became a key contributor to Scancom achieving the very
rigorous ISO 9001 certification, in order to instill even more
confidence with their customers by adhering to quality best practices.
Auditors agreed Cloud Extend guides complied with the process
documentation standards. In addition, guides were created to train
employees how to process customer cases properly, and then automatically
updated their activity history after the guide was completed
“Empowering business users with no IT skills to customize enterprise
applications has been extremely difficult to do with desktop
applications, and impossible for mobile devices without expensive custom
coding or outside consultants.” He continued, “Scancom has proven
business user customization is not only possible but achievable with
Cloud Extend today.”
About Active Endpoints, Inc.
Endpoints, Inc. delivers a unique suite of cloud-based and
on-premise process automation products and related services to develop
integrate and deploy custom applications quickly and easily. The
company’s products —Cloud
Extend and App
Extend— target domain experts, IT project teams, business process
outsourcers and cloud service providers. The company has hundreds of
customers worldwide from large enterprises to SMBs, spanning multiple
industries such as telecommunications, government, financial services,
and media and entertainment. Active Endpoints is headquartered in
Waltham, MA with development facilities in Shelton, CT.
Cloud Extend and App Extend are trademarks of Active Endpoints, Inc. All
other brand names and product names are trademarks or registered
trademarks of their respective companies.
Tags: Cloud Extend, Salesforce, AppExchange, Active Endpoints, CRM, App
Extend, mobile, iPhone, Android, voice-to-text, touchscreen, DIY,
customization, sales management, sales managers, sales consultants,
sales operations, product marketing, cloud, SMB, Software-as-a-Service,
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