Case Study: Central Service Association achieves a centralized customer database and company‑wide collaboration with Soffront Software

Central Service Association - Customer Case Study

Central Service Association (CSA), a 65-year-old provider of IT services to public utilities across the southeastern United States, faced fragmented customer data and poor cross‑division collaboration because each division maintained separate customer databases. To consolidate information quickly and affordably, CSA chose Soffront Software’s Soffront CRM (initially as a hosted/on‑demand solution) for its fast implementation, flexible licensing, and cost advantages.

Soffront Software implemented the Soffront CRM server suite and multiple modules (helpdesk, customer portal, sales force automation, knowledge management, email marketing and Outlook integration), moving from on‑demand to an in‑house deployment within a year and rolling out the system companywide. The result was a single, verified corporate database accessible to all employees, better collaboration, richer tracking (including counts of issues and resolution times), improved customer service, and increased efficiency and performance — with a rapid one‑month initial launch and near‑complete module deployment that saved time and money.

Central Service Association

Mark Herrington

Manager of Client Hardware Installation and Support