Magic eService conjures up a storm in SA

Company service and spares departments can catch up with the rest of their corporate colleagues in the IT revolution with the introduction of Magic eService, a software solution that allows companies to manage their service departments as profit centres.

Magic eService is a product of Magic Software Enterprises and is distributed in South Africa by Exsol, a division of JSE-listed EC-Hold.

"This package is the answer that almost every large company`s service and spares department has been crying out for," says Alon Goren, Magic South Africa`s applications manager. "Magic eService is a Web-based customer service management application which marks the debut of Magic`s new customer relationship management (CRM) suite, streamlines service workflow and provides companies a comprehensive picture of their service departments in real-time."

Magic eService handles long-term service for complex problems, automatically documenting the service and allowing both the service agent and customer to track performance. In addition, it allows the service manager to easily evaluate and measure the quality of the long-term service.

"Because it is Web based, it offers a number of features which are unique," adds Goren. "These include a comprehensive workflow of technical or specialised service through Web and e-mail; personalised customer service, based on service contracts and customer characteristics; Web-based self-service for customers; online tracking of all customer interactions, both service agent and customer; and service centre management tools that allow the service department to be managed as a profit or cost centre."

Using a built-in alert system, Magic eService automatically identifies profitable customers, helping ensure they receive quick and satisfactory treatment. The system also alerts service agents to exceptions requiring special problem resolution, and sales managers to specific problems with their accounts.

For management, Magic eService packages what Magic refers to as "real-time business pulsing."

"With real-time business pulsing, the service manager has the tools required to monitor service department costs and profitability at all times, as well as service capacity and quality," says Amir Lubashevsky, EC-Hold`s marketing and sales director. "This is critical if companies are to effect early identification and resolution of potential problems and ensure high levels of customer satisfaction."

In addition, Magic eService reduces costs by making it possible for companies to employ cost-effective virtual support centres, where service agents can work from their own homes on a 24 hour, seven day a week basis, from around the world.

"In this way, Magic e Service allows companies to take advantage of both the savings and the high level of customer interaction that the Internet can provide. The result is greater customer satisfaction, increased operating efficiencies and higher profitability," says Lubashevsky.

Magic eService is based upon Magic`s core application development technology and is both platform- and database-independent. It can be seamlessly integrated with existing front- and back-office systems and can also be customised and implemented, providing businesses a competitive advantage not available using other commercial CRM solutions.

A white paper and demo of the product are available for download through the Magic website, www.magic-sw.com/crm