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MICROS-FIDELO Chooses Beyond CRM to Improve Customer IT Service
Support
MICROS-FIDELO is the world's leading supplier of information
technology solutions for the hospitality industry. Today the company provides
support for more than 13,000 hotels and 80,000 restaurants ranging from fast
food outlets to full-service dining; motels, casinos, arenas, cruise ships,
leisure and entertainment operations. In fact, the company provides support in
more than 147 countries worldwide.
In order to maintain critical customer satisfaction while using
existing IT infrastructure, MICROS-FIDELO needed a solution to track and manage
customer service agreements.
Eli Sadan, the CEO of MICRO-FIDELO, explained his company's need
for a service agreement tracking system. "We already use many leading software
systems, and then we realized that we also needed an off-the-shelf,
cost-effective system to manage our service agreements that would easily
integrate with our existing systems."
Beyond CRM Solution
MICROS-FIDELO considered several solutions before choosing our
software. "The main determining factor in our decision to use Beyond CRM
was is ability to easily integrate with our existing systems. This reduced the
implementation time considerably and saved us money, " Eli explained.
Beyond CRM Results
Beyond CRM has enabled MICROS-FIDELO to improve
customer satisfaction, as customers and service technicians now have more
reliable information on the status of service agreements.
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Telcode
chooses Beyond CRM to effectively manage Customer Service Center
Telcode is a leading computer hardware maintenance outsourcing company. The
computer works with its own technicians as well as several subcontractors.
Telcode was looking for a customer service solution that would easily integrate
with its existing extensive customer database. They were also looking for a
system that was easy to customize. As the Customer Service Manager at Telcode
explained: "We needed a cost-effective tracking system that could easily be
customized to meet the individual needs of the broad spectrum of subcontractors
that we work with."
Beyond CRM Solution
Telcode researched many software packages before deciding on Beyond CRM.
Why Beyond CRM? Because it provided the most cost-effective,
easy-to-implement solution. It was also very simple to customize.
Beyond CRM Results
It only took a few days to integrate and customize Beyond CRM for
Telcode. The results were immediate – it was easier to track equipment
break-down calls and in turn, easier to respond promptly. Service levels
improved and Telcode's customers were happy.
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