Magic Software Enterprises Introduces Magic eService, a New Web-Based
Customer Service Management System
Apr 4th, 16:17 UTC
Provides Virtual Support Centers to Reduce Costs and Allow Companies to
Manage Their Service Departments as Profit Centers Linux International Board Member Magic Software Enterprises (Nasdaq: MGIC),
a leader provider of software and solutions for the Linux platform,
introduced today Magic eService, the Company's new Web-based,
enterprise-level customer service management system that allows companies
to manage their service departments as profit centers.
The new product, which marks the debut of Magic's new customer relationship
management (CRM) suite, streamlines service workflow and provides companies
a comprehensive picture of their service departments in real time.
Magic eService is being demonstrated at the Internet Commerce Expo, now
taking place through March 30, 2000, at the World Trade Center in Boston.
In addition, a white paper and demo of the product are available for
download through the Magic website, www.magic-sw.com/crm.
Magic eService
Magic eService is a completely Web-based customer service solution that
handles long-term service for complex problems, automatically documenting
the service and allowing both the service agent and customer to track
performance. In addition, it allows the service manager to easily evaluate
and measure the quality of the long-term service.
It includes:
- Comprehensive workflow of technical or specialized service through Web and email;
- Personalized customer service, based upon service contracts and customer characteristics;
- Web-based self-service for customers;
- Online tracking of all customer interactions, both service agent and customer; and
- Service center management tools that allow the service department to be managed as a profit or cost center.
Using a sophisticated system of alerts, Magic eService automatically
identifies profitable customers, helping ensure they receive quick and
satisfactory treatment. The system also alerts service agents to
"exceptions" requiring special problem resolution, and sales managers to
specific problems with their accounts. For management, Magic eService
includes what Magic refers to as "real-time business pulsing."
"With real-time business pulsing, the service manager has the tools
required to monitor service department costs and profitability at all
times, as well as service capacity and quality," said Jack Dunietz, chief
executive officer of Magic. "This is critical if companies are to effect
early identification and resolution of potential problems and ensure high
levels of customer satisfaction."
In addition, Magic eService reduces costs by making it possible for
companies to employ cost-effective "virtual support centers," where service
agents can work from their own homes around the world. Virtual support
centers also allow the organization to easily provide 24-hour, seven day a
week support through "follow-the-sun" service that utilizes the
availability of the Internet.
"Existing service systems on the Internet lack a continuous connection to a
database that controls the workflow of the service call, and do not provide
a user interface on the Web for the customer to control the status of the
service call," added Dunietz. "Magic eService provides a new approach to
service, allowing companies to take advantage of both the savings and the
high level of customer interaction that the Internet can provide. The
result is greater customer satisfaction, increased operating efficiencies
and higher profitability."
Because Magic eService is based upon Magic's core application development
technology, it is both platform- and database-independent, and can be
easily and seamlessly integrated with existing front- and back-office
systems. It also can be rapidly customized and implemented, providing
businesses a competitive advantage not available using other commercial CRM
solutions.
About Magic Software
Magic Software Enterprises, a member of the Formula Group (Nasdaq: FORTY),
develops, markets and supports software development and deployment
technology that enables enterprises to accelerate the process of building
and deploying applications that can be rapidly customized and integrated
with existing systems. Magic technology, applications and professional
services are available through a global network of subsidiaries,
distributors and Magic solutions partners in approximately 50 countries.
The Company's U.S. subsidiary is located at 1642 Kaiser Avenue, Irvine,
Calif., 92614, telephone (949) 250-1718, fax (949) 250-7404,
http://www.magic-sw.com.
The Formula Group is an international information technology company
principally engaged, through its subsidiaries and affiliates, in providing
software consulting services, developing proprietary software products and
producing computer-based solutions.
FOR MORE INFORMATION, VISIT THE MAGIC WEBSITE AT WWW.MAGIC-SW.COM/LINUX.
(Submitted by Erin Stone of Magic Software Enterprises)
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