Microsoft Corp is to use Silknet Software Inc’s eService 98 solution to support its worldwide field sales support operations. Based on Silknet’s relationship management architecture, the software enables the 6,000-strong team in Microsoft’s Worldwide Product Group to support and manage all customer relations, whether from the web, phone or email, in one integrated solution. Silknet said that many companies, including Geac Computer, Pacific Bell and Southwestern Bell Internet, are currently using eService 98 in a customer-service environment. But Microsoft is the first company to use the software for sales-support. When product managers receive requests for information from the sales force, the company said its eService software allows them to send one answer to the central knowledge base, which can then be accessed by all salespeople to save repetition.
