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| Founded: 2002 | |||
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| Location: Headquarters in Redwood City, CA | |||
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| Solution: Business Integration Software | |||
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| Category: Composite Applications | |||
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| Investors: JP Morgan, Greylock, Granite Ventures, Adobe | |||
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| Customers: Global 2000 | |||
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Composite application to streamline customer service
CoWare uses salesforce.com as its primary CRM solution and ClearQuest for its product defect tracking. These two solutions were not integrated, which required customer support representatives to toggle between two solutions to report and track product defects and to provide feedback to customers. CoWare considered custom coding an integrated solution, but decided using Above All would be less costly and less time consuming. CoWare can also shorten the time to future solutions by taking advantage of the re-use principles on which Above All is based.
“CoWare has been expanding aggressively. We achieved record-high revenues in 2005, and we recently launched our new CoWare Virtual Platform product family,” said Mikael Hakansson, Director of IT, CoWare. “As we’ve grown, the processes we have in place to support our customers are being affected because of the lack of integration. We selected Above All because it will enable us to solve the very real problem our support people are facing while simultaneously enhancing customer service.”
Using Above All, CoWare will develop a composite application that integrates ClearQuest and salesforce.com. This new composite application will enable customer support representatives to enter product issues directly into ClearQuest without ever leaving their intuitive and familiar salesforce.com environment. A case number is generated by ClearQuest but will be stored in a newly-defined field in salesforce.com. The customer service agent can then view status and details about each case without resorting to “swivel-chair” integration. Over time, CoWare intends to expose this composite application functionality directly to customers via a self-service portal, streamlining the support processes even further.
“CoWare took a pragmatic yet progressive approach to solving a very real problem that was causing pain for their internal support team,” said Jon Temple, President and CEO of Above All Software. “By implementing a composite application, they will be able to quickly solve this issue with no disruption to their staff or their rapid growth.”
About Above All Software
Above All Software provides award-winning software for rapid composite application assembly and delivery, enabling companies to leverage a service-oriented architecture to meet changing business needs. This new, flexible service-level approach simplifies and reduces the cost of business integration. Above All’s customers include Bell Canada, CSA, Hilton, Medtronic, and NASDAQ. Above All has alliances with some of the leading names in software, including Good Technology, Microsoft, salesforce.com, Siebel Systems/Oracle, and Systinet/Mercury. Headquartered in Redwood Shores, CA, Above All is privately held. For more information about Above All, visit our Web site at www.aboveallsoftware.com or call 800-819-5530.
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Media Contact
Dan Reidy
Reidy Communications
415-482-8650
[email protected]
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© 2006 Above All Software, Inc. All Rights Reserved.