Neocase Announces CRM for Pacific Builders

Neocase, a vendor of collaborative customer care software and services for CRM, has announced that Pacific Coast Companies, Inc., part of the Pacific Coast Building Products family of building companies, and SOS, a vendor of voice, data and telephony management products for small and mid-size businesses, have adopted Neocase to manage their customer service and support operations and subsequently enhance Microsoft (News - Alert) Dynamics CRM 3.0.

Greg Bonelli, senior IT manager for PCCI, explained that Neocase "allows us to efficiently log requests and track them through resolution and closure."

Both companies say choosing Neocase was part of improving their customer care and support efforts.

In May Neocase announced the Neocase Alliance Program, established to "help partners effectively market and sell its customer operations software," according to company officials.

At the same time the company announced the U.S. release of Neocase 10, the newest version of its flagship CRM offering. Neocase 10 is billed by company officials as allowing customer service agents "the power to access expertise anywhere within a company or to collaborate with external partners for tailored case resolution."

In establishing the Neocase Alliance Program, Neocase claims flagship deployment partners including BridgeBuilder, DynLink and Quilogy. Neocase is currently enlisting additional partners worldwide. Microsoft announced that it will partner with Neocase.

Industry observer Ephraim Schwartz characterized the move at the time as "an effort to bolster [Microsoft's'] place in the SMB market for CRM applications." For its part, Schwartz said, Neocase, "a veteran in the European market, made a strategic decision to align itself with Microsoft as a starting point to enter the U.S. market."

Neocase partners can market Neocase 10 as a stand-alone licensed application, via an on-demand service model, or as a bundled offering with Microsoft Dynamics CRM 3.0. With Neocase's program, VAR and integration partners can deploy a branded, on-demand offering, letting resellers offer software delivered as a web-based service.

The busier SOS has become with telephony implementations, company officials say, "the greater the need for fast, efficient customer support." Gia McNutt, CEO of SOS says Neocase allows them to "track detailed customer data, offer self-service options and gather our collective expertise to ensure that every implementation of our products is simple, quick and painless for our customers."

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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