BACKGROUND: SCH Technologies is a leading vendor of open systems software products and services. Since its founding in 1979, the company has been dedicated to addressing the information systems management needs of corporations worldwide. SCH Technologies markets software products that are industry independent and are interoperable, scalable and available on most UNIX platforms and Windows NT.
PLATFORMS: ON!contact runs on an Informix database, HP-UX server and a Microsoft Windows 95 client operating system at SCH Technologies.
PROBLEM SOLVED: When SCH Technologies went to ON!contact Software, they were ready to retire their 16-year-old legacy sales automation system. Their old proprietary system had become outdated and was unable to adapt to their changing business needs. With increased competition, ambitious sales goals, a dynamic technical environment and a stepped-up focus on serving their customers, the SCH sales and technical teams required an enterprise sales, marketing and customer service automation system that would do more than cover basic tasks such as tracking and reporting prospects, customers and opportunities. SCH needed a solution that would be both flexible and easy to customize and that could be easily integrated with their other core applications. After conducting an extensive study of sales automation tools against a strict set of evaluation criteria, SCH chose Client Management Software (CMS) from ON!contact Software Corporation. CMS offered everything SCH was looking for in an enterprise sales automation tool at a competitive price. Working with ON!contact Software, SCH was able to develop an implementation time line, test and implement the software and train their sales force quickly and easily. CMS made an immediate impact on SCH's sales force. SCH has seen productivity increase into the double digits, not to mention cutting in half the time it takes a new sales associate to start producing.
PRODUCT FUNCTIONALITY: CMS is being utilized on an enterprise-wide basis by SCH for tracking leads, opportunities and all customer interactions. Although SCH purchased CMS as a sales force automation tool, the benefits have been seen enterprise-wide. Some of the many areas that SCH utilizes CMS for include account management, opportunity management, field sales, literature fulfillment, on-line faxing, quoting, order processing, forecasting, reporting, pipeline management and market campaign analysis.
STRENGTHS: CMS is an extremely robust and easy-to-use enterprise-class sales, marketing and customer service automation system. CMS makes selling and communication easier for SCH's inside sales, remote sales, marketing and customer service reps. CMS provides increased productivity and communication enterprise-wide. Specifically designed for departments that interface with the sales cycle or customer, CMS gives corporations the information they need in forecasting, account management, telemarketing and marketing.
WEAKNESSES: CMS does not have full help desk capabilities in their latest release. However, ON!contact Software Corporation is currently in development of a comprehensive help-desk module which will be rolled into their existing application suite in their next product release.
SELECTION CRITERIA: CMS was selected because the application is extremely easy to use for the average sales rep, has an extremely robust feature set, is natively integrated with our relational database system and is extremely customizable/adaptable to our specific business methodologies and needs.
DELIVERABLES: SCH's sales reps use CMS to access, track and analyze all comprehensive prospect and customer information. CMS also makes selling and communication easier for SCH's remote sales reps. Remote sales reps dial in, CMS updates their hard drive seamlessly via an e-mail, and they can then go off-line and work as if they're at one of SCH's main offices. Also, SCH's marketing department uses CMS to plan and track all marketing campaigns. Sales can be tracked to specific marketing actions, helping SCH identify which campaigns have been successful. Further, SCH management uses CMS for sales forecasting and pipeline management.
VENDOR SUPPORT: Support has been great with no complaints about service or reaching the correct ON!contact Software support staff.
DOCUMENTATION: Documentation is extremely comprehensive for all aspects of the software application and administrator tools.
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