Soffront’s customer relationship management (CRM) products have automated the manufacturing processes of New England Controls’ SureService division, a supplier of distributed control systems.
New England Controls says that, prior to implementing Soffront CRM, tracking and organizing service contracts and related activities was extremely labor-intensive. The firm chose Soffront’s product because it was on-premise, flexible and customizable.
After deployment, New England Controls was able to eliminate dozens of spreadsheets, documents, and databases. It has reduced the amount of hours engineers and support staff require to maintain service contracts, allowing them more time to pursue new contracts.
Although the number of support personnel has remained the same, the net increase of new contracts in the past year is approximately 20%, said Josh Brotherton, SureService manager at New England Controls.
