News
Surado Solutions, Inc.
2060 Chicago Ave. · Suite C5 · Riverside · CA · 92507 · USA
Telephone: (951) 682-4895 · FAX: (951) 682-3846
www.SuradoCRM.com
Media Contact:
Marian Prigmore
(800) 4SURADO
(800) 478-7236
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***For Immediate Release***
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Black Box Selects Surado CRM
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Riverside, CA, September 19, 2003 - In keeping with its commitment to providing powerful, versatile and sensible solutions that help companies know their customers and keep them for life, Surado Solutions, the emerging innovator in Customer Relationship Management (CRM) software, today announced that Black Box Corporation has selected Surado CRM to replace its customer service and support system currently provided by Kana.
Black Box Corporation (NasdaqNM: BBOX), with a market cap of more than $850 million, is the world's largest technical services company dedicated to designing, building and maintaining today's complicated network infrastructure systems. The company provides around-the-clock technical support services to more than 150,000 clients through 117 offices in 132 countries worldwide. They answer 99.8% of calls in less than 20 seconds.
Black Box needed a powerful, flexible and scalable system to gear for high growth and provide better customer support. One goal was to provide the same level of service electronically as that provided via telephone. The ability to standardize requests, automate advanced routing rules, perform load balancing using variable weights and analyze traffic with enhanced reporting will improve efficiency, providing a new level of e-mail customer support.
“After having serious problems with our system upgrade implemented only 1 1/2 years earlier, we decided it was time for a change. We conducted an extensive evaluation of more than 30 vendors including Pivotal, Microsoft, Kana and Avaya,” said John Bonessi, Black Box’s Project Manager, “but were immediately impressed not only with Surado CRM’s design, features and ease-of-use but also with the company’s attention to detail, responsiveness, and personalized service. We are confident that Surado will meet and exceed our customer support operational requirements.”
Black Box also plans to use the Surado Integration Module to tightly integrate Surado CRM with existing systems, expanding usage to customer service, technical support and other areas of the company. Surado’s use of integrated web forms will allow the submission of requests directly from Black Box’s website, minimizing the use of MS Outlook which will help to reduce exposure to spam and viruses. Other benefits include facilitating the submission and routing of customer inquiries, reducing inquiry response time and increasing efficiency.
“We are pleased for Surado CRM to have been selected by Black Box, a cutting-edge technology company with knowledge and experience in CRM and a commitment to achieving the highest standards of Customer Care,” said Sundip R. Doshi, Surado’s CEO. “We are dedicated to providing Black Box with the highest standards of service and are looking forward to contributing our solutions, talents and efforts to their continued success.”
Availability
Surado CRM is available directly from Surado by calling 1.800.4SURADO (1.800.478.7236). Product information, as well as a complete listing of Surado CRM modules and features can be found at www.SuradoCRM.com.
About Surado
Surado Solutions, Inc., founded in 1995 in Riverside, CA, provides a full spectrum of products and services in Customer Relationship Management (CRM). Surado CRM includes Surado SCM SQL, the Enterprise Suite, and a host of powerful product options including web-enabled modules based on Microsoft .NET technology, integration tools and an offline solution. For more information about Surado CRM products and services, please visit www.SuradoCRM.com.
Surado CRM, SCM SQL, Surado SCM Web and Surado are registered trademarks of Surado Solutions, Inc. All other product names and service names are trademarks of their respective companies. |
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