Lava Systems Africa, an affinity partner of Canadian-based Open Text, and one of the companies within the Enterprise Content & Wireless (ECW) Group, today announced Open Text's new solution that captures and manages customer information from multiple systems and makes it available to users in Microsoft Office 2003.
The new solution is designed specifically for processes within sales, support, customer service and logistics, where access to customer information is central to providing excellent service.
The new solution solves a major problem facing almost every large business today - how to put complete customer information at the fingertips of the people who need it.
Regardless of the original application or storage location, Livelink ECM - Customer Information Management helps companies consolidate all customer-related content and processes in individual customer folders which are then made available within familiar user environments such as Microsoft Office 2003, including Microsoft Office Outlook 2003.
The solution is the first in a series of solutions to use Enterprise Connect, new ECM technology from Open Text which leverages integrations with major enterprise systems, including SAP solutions, to deliver content to users through Microsoft Office 2003.
"Customers want ECM solutions that can help eliminate the extra time their employees spend hunting for documents and information. It's especially important in customer service, where a fast response is critical," commented Kirk Roberts, Executive Vice-President of Products, Solutions and Marketing at Open Text.
"Livelink ECM - Customer Information Management is a complete solution that puts customer information in the right business context and makes it more easily accessible, so that companies can improve productivity and efficiency in customer processes."
Customer Klemens Bransm"oller, CIO of ThyssenKrupp Nirosta, one of the world's leading suppliers of stainless steel, added: "Open Text is helping us manage all business-critical documents in the context of our customer-related processes. We can now provide our employees with simplified, automated, event-driven access to all process-centric and document-centric customer information through the standard and familiar Microsoft Office 2003 interface."
Livelink ECM -- Customer Information Management can help organisations dramatically improve customer service levels and increase employee productivity by giving users a single view in Microsoft Office 2003 or Outlook 2003 of all transactions and interactions with customers. The solution also provides lifecycle management, auditing, archiving, and corporate governance and regulatory compliance capabilities for customer-related information - including associated e-mail. Users can access documents using, for example, customer numbers used in SAP solutions and other sources. Documents are used and stored in business context, while staying within the Microsoft environment. Information access can be tied to a formal process or driven by spontaneous need.
Livelink ECM -- Customer Information Management is the latest result of Open Text's partnership with Microsoft. Not only is Open Text a Microsoft Gold Certified Partner, but as an SAP Software Partner, its Livelink ECM solutions are also one of the most widely used archiving and document management solutions within the global installed base of users of SAP solutions.
For further information, please contact Ray Dalgarno, Lava Systems Africa: telephone (011) 675 7193, fax (011) 675 4075, e-mail rayd@lavasystems.co.za.
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ECW is the merged entity of Lava Systems Africa and Lava Systems Mobile (LSM).
The Lava Systems Africa (LSA) team originated in the late 1990's with the objective of becoming a premier supplier of enterprise systems based around knowledge management, document management, records management, image management, collaboration and workflow solutions. The emerging demands that were identified included government process re-engineering, supply chain co-ordination, customer relationship management, e-government and B2B processing. In support of these business aims the technology platforms chosen had to enjoy a proven global track record and adhere to open Internet architecture standards and developments. LSA is a South African-based company dedicated to the sales, marketing, support and consultancy founded upon the Livelink product suite from Open Text, a product that the staff have been involved with since 1998. LSA's user base embraces customers from both the private and public sector and includes organisations such as Bateman Projects Limited, Alexander Forbes, the Gauteng Provincial Government and the National Social Security Fund of Uganda.
Lava Systems Mobile, a company focusing on the development of mobile applications and tools, was originally created in 2005 and later that year absorbed KeyTools, a well-established mobile applications software developer with international links.
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