Pastel delivers business gateway to the world

Following the successful launch of Pastel Evolution, the company`s business management framework for the SME market, Pastel has announced an add-on Business Gateway module that extends the power of Evolution to the Web. Evolution customers will now be able to conduct business with their clients over the Internet 24/7, addressing customer needs and tracking Web-based communications.

"As ADSL and other broadband Internet access becomes cheaper, more SMEs are able to take advantage of the Web and the increased functionality it offers their businesses," says Steven Cohen, MD of Softline Pastel. "Pastel has released its Business Gateway to allow Evolution users to securely incorporate the Internet into their daily business activities."

Cohen adds that the Pastel Business Gateway is not simply another e-commerce application that can be tacked onto an accounting package, but takes businesses beyond accounting by acting as a membrane between the business and the outside world. It offers easy client access to the business and is essentially an effective customer management tool for Evolution users.

"The tool builds on the success of our own Reseller Zone Web system, and is based on the same principles to take SMEs beyond a basic Web presence, from simple information sharing to interactive customer management functionality," he says.

The Business Gateway allows customers and suppliers to log onto the system, create, view and action all incidents, view and search incident histories, update customer details and view product, people and contract details. Complaints can also be lodged and information requested, all from the comfort of an Internet browser. It completely circumvents the need to contact a call centre and deal with the associated queuing or endless transfers between agents.

Customer activity is immediately entered into Pastel Evolution`s customer management module and, depending on the nature of the query, an e-mail or SMS can be sent to the appropriate employee, advising them of the status of any customer or supplier issues.

"This means that, unlike many other online sites where Web queries simply vanish into someone`s inbox, the activity is assigned by Evolution to a person within the company according to predefined rules," explains Cohen. "Should that person not respond appropriately and handle the situation within a set timeframe, it is automatically escalated."

Business Gateway can also be used to streamline interaction between businesses. Individuals, clients or suppliers can log in to view statements, marketing or product and service-related information. Users can be assured that queries will be tasked to the appropriate person and handled efficiently. Development is under way to integrate order placement and status queries into Evolution to facilitate order fulfilment via the appropriate channels.

Information can be viewed and classified, providing management with the ability to track service levels by, for example, checking that staff provide quotes and close leads within a specified time.

"This level of transparency can lead to greater control and improved business insights," says Cohen.

Pastel Business Gateway also provides tools for mass marketing campaigns where, for instance, customers could receive a welcome e-mail and, after a set period, be introduced to other products within the range via SMS or the like.

"The module is designed to offer SMEs the same customer facing functionality as their larger enterprise counterparts but without breaking the bank. It essentially offers a secure, integrated window to the world via the Internet," he concludes.