FrontRange Solutions, a leader in business software solutions, debuted its new GoldMine Customer Service Edition, designed to help organizations improve customer satisfaction by supporting multiple touch points and providing key performance metrics, at the recent SpeechTEK 2009 conference in New York, August 24-26.

Building on the success and reputation of the GoldMine product range, the new edition targets mid-market organisations (25 – 500 users) looking to simplify their complex relationship management processes, which track every interaction between the organisation and its customer base. Key to the new release is an upgraded case management system, allowing businesses to organise their relationship management with multi-dimensional contacts, while also automating routine and repetitive tasks to increase efficiency.  IT support staff can prioritise queries and identify trends more quickly, while greater visibility and additional voice functionality enables companies to offer continual coverage without the need to take on additional staff.

The new skills-based routing system included in GoldMine Customer Service Edition ensures that calls are automatically transferred to the most appropriate technician, by identifying trends concerning the caller and matching the customer to the expert instantly. By decreasing the waiting time for callers, the new tool aids customer retention, as customer issues are worked through to resolution in the minimum time, while widespread problems are exposed and dealt with proactively.

Rich Tehrani, Group Editor-in-Chief of TMC Customer Interaction Solutions Magazine commented:  “It is a long-standing business principle that the cost to retain an existing customer is dramatically lower than adding a new client. Effective customer service, supported by a robust CRM system, is an essential tool in maintaining strong relationships with your client base.”

Customer service staff also benefit from the new edition, as the increased dashboard customisation allows advisors to filter customer data in any required formats through any combination. This provides up to date and accurate customer profiles so staff are able to answer questions more easily, while understanding key trends surrounding customer buying and problem management. Organisations with large amounts of information can generate reports and analytics to gain real insight into their customer base.

Other features of the new edition include new call recording capabilities, whisper coaching for internal training and silent listening processes.

Greg Anderson, general manager of the Goldmine solution, commented: “We realise how vital it is for organisations to offer exceptional customer service, particularly when economic times are hard, so we are delighted to be helping businesses to improve the speed and efficiency with which they are able to deal with customer queries.”

FrontRange GoldMine Customer Service Edition is available to new customers now.  Existing GoldMine customers looking to upgrade should contact FrontRange Support for guidance.

For more information, see the FrontRange web site at www.frontrange.com.