New Remedy solution aims to redefine key segment of CRM market

Blue Turtle Technologies today announced the release of RemedyCustomer Support 5.0, an enhanced, best-of-breed customer service and support application. With this version, Remedy has leveraged its industry-leading experience in problem resolution and issue management to set a new standard in the largest segment of the customer relationship management (CRM) market - customer service and support.

Remedy Customer Support manages the entire external customer interaction process, including end-to-end problem tracking, issue resolution support, and incoming call management via multiple communications channels, such as phone, Web, and email. Building on Remedy`s well-known strength for flexibility and adaptability, Remedy Customer Support makes it even easier to design and automate the types of complex business processes used in support centers and case management applications. Remedy Customer Support 5.0 delivers best practices that enable companies to better serve their customers, including expediting problem resolution, improving overall service delivery, and improving customer support personnel productivity by leveraging key data from other applications within the organization.

"Remedy`s CSS solution is the ideal tool because the customer is fully autonomous when he wants to modify any workflow. The `out-of-the-box` functionality of Remedy Customer Support makes for a speedy implementation and quicker return on investment whilst the adaptability of ARS allows for easy customization for any unique requirements" says Neil Richardson, Blue Turtle Business Development Manager for Remedy Solutions

Remedy Customer Support is the flagship product of the Remedy Customer Support and Service (CSS) suite, which includes Remedy Quality Management for managing product defect issues; Remedy Service Level Agreements (SLAs) for proactively monitoring and informing management when a service contract is at risk; and Remedy Citizen Response, a citizen service application designed specifically for the needs of a government service organization; all leveraging the technology of Remedy Customer Support. All Remedy applications utilize Remedy`s expertise in optimized workflow, advanced tracking, user notification, incident escalation, and other functions to provide companies with world-class, multi-channel customer interaction management software. Besides offering a rich out-of-box feature set, Remedy CSS solutions can be rapidly deployed or adapted with minimal resources, ensuring that applications can easily be updated to reflect changing business requirements and ensuring companies receive the true benefit from their investment.

Remedy Customer Support 5.0 Advances Customer Support Best Practices New features in Remedy Customer Support 5.0 enable companies to implement customer support best practices to better serve their customers. For example, new role-based consoles allow users to view critical information on a single screen, based on their position at the organization. This feature helps improve agent productivity by reducing navigation time and ensuring that agents have a holistic view of the customers` issues - something required for improved service delivery. Remedy Customer Support also simplifies support centers and case management applications using a data extraction layer, which allows the development and management of these processes to be done closer to the business unit, so companies can automate processes that define or pre-populate data in the application, based upon the current state.

Leveraging Remedy`s internal problem resolution best practices, Remedy Customer Support 5.0 now utilizes Remedy SLA and Remedy Flashboards to help organizations improve overall service delivery to their customers. Bringing together Remedy Customer Support 5.0 and Remedy`s recently introduced SLA 5.5 provides customer support organizations with more capabilities to ensure service levels continually meet or exceed customer expectations. The robust capability of Remedy SLA 5.5 not only can track individual incidents, but also monitor cumulative service metrics, and when performance begins to degrade, automatically take actions or generate notifications so problems can be corrected before affecting the customer. The addition of Remedy Flashboards provides additional tools for monitoring key performance indicators within the call center so customer support organizations can quickly and easily take action to increase productivity or service.

Superior customer support requires access to data across the enterprise. With this in mind, Remedy Customer Support 5.0 now offers numerous ways to integrate with other legacy or enterprise applications, including the use of Web Services. These features allow customer support organization to leverage key data from Enterprise Resource Planning, Sales, Marketing, billing, and other systems to insure that the customer support system is an integral part of an enterprise`s automation strategy. This integration enables customer support personnel to respond more quickly to customer requests. Other features in Customer Support 5.0 that support this best practice include an easier-to-use interface and enhanced entitlement management.

"Remedy`s goal is to redefine the customer service and support segment of CRM. The release of Customer Support 5.0 is just a first step in that mission," said Richardson "Remedy are already the leader in service management, and plan to leverage that problem resolution expertise in the external customer market through a suite of best-of-breed, out-of-the-box customer support solutions that will be announced in the coming months."