Social CRM Solution Helps Companies Reduce Customer Support Costs While Increasing Customer Satisfaction And Retention
Wellesley, MA - September 9, 2009 - THINKstrategies, Inc., the leading strategic consulting company focused on the business implications of the on-demand services market, announced today that Helpstream has been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today's Software-as-a-Service (SaaS) solutions.
The BoSS Awards program was announced in January 2009 as the latest initiative by THINKstrategies to bring attention to SaaS and cloud computing companies which are producing tangible business benefits for specific user organizations. These benefits include increased sales, lower costs, higher customer satisfaction, faster operations, and greater profitability.
Helpstream integrates social Web technologies with modern customer service and collaboration processes to drive effective customer and partner engagement across all business functions. Helpstream's SaaS design makes it fast to deploy, easy-to-use and affordable. It's solution can be deployed as a complete customer service system or as an integrated self-service and community case resolution complement to existing CRM systems.
Infusionsoft--a provider of automatic follow-up software that helps small businesses grow by leveraging email marketing, CRM and e-commerce--selected Helpstream to manage its customer service and support requirements. Infusionsoft implemented Helpstream in December 2008. By the end of its first month in operation, 30% of its customer service requests were successfully deflected to its Helpstream powered online knowledge base and community. By April 2009, 50% of customer service requests were being handled by Helpstream's solution. By using Helpstream's solution, Infusionsoft reduced:
Case volume by 50%;
Average number of open tickets per customer from 3.2 to 1.9; and
Number of implementation-service hours from six to one.
"We are excited to receive the BoSS Award," said Bill Odell, Helpstream Vice President Marketing. "This Award is an important recognition of the business value our solution is delivering to customers today."
"In today's tough economic environment, it is imperative that companies deliver superior customer service in a cost-effective manner to be competitive," stated Jeffrey M. Kaplan, the founder of the SaaS Showplace and Managing Director of THINKstrategies, the strategic consulting firm which conceived and administers the Showplace."Helpstream's integrated online customer service communities help companies increase their support capabilities, customer satisfaction and retention while reducing their operating costs."
IT/business decision-makers a quick directory of the leading SaaS providers and a convenient source of valuable insight regarding SaaS trends.
SaaS providers a targeted tool to increase their visibility among enterprise decision-makers, and gain access to key enabling technology suppliers.
Enabling technology suppliers a specialized platform to increase industry awareness regarding their SaaS solutions.
The SaaS Showplace is now the largest and highest ranked, vendor-independent, online directory and resource center of industry best practices in the SaaS market. For more information, go to www.saas-showplace.com or www.thinksaas.com.
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About the Best of SaaS Showplace (BoSS) Awards
The BoSS Award program is an ongoing initiative to identify and promote SaaS, and 'cloud computing', companies which are offering on-demand solutions which are generating measurable business benefits for their customers.
BoSS award winners are given special designation on the SaaS Showplace, with a summary of their award-winning solution(s) and customer success story. Award winners are also recognized in the SaaS Showplace newsletter, and are able to promote their award designation on their website and in pre-approved company material.
THINKstrategies, Inc. is the only strategic consulting services company formed specifically to address the unprecedented business challenges facing IT managers, solutions providers and investors today as the technology industry shifts toward a services orientation.
THINKstrategies' mission is to help our clients re-THINK their corporate strategies, and refocus their limited resources to achieve their business objectives. THINKstrategies helps enterprise decision-makers with their sourcing strategies, IT solutions providers with their marketing strategies, and VCs with their investment strategies.