Case Study: New England Controls achieves 20% more contracts and streamlined service management with Soffront Software

New England Controls - Customer Case Study

New England Controls, a supplier of distributed control systems, needed to improve customer service, track all aspects of service contracts, automate labor-intensive processes, and better justify the value of support contracts to increase renewals. To address these challenges they selected Soffront Software and deployed Soffront CRM in their SureService division in June 2005.

Soffront Software implemented Soffront CRM with knowledge management and a customer portal to track activities, work orders, field reports, invoicing and customer downloads, replacing dozens of spreadsheets and disparate databases. The result was dramatically improved customer service, significant efficiency gains that freed staff to pursue new business, and about a 20% net increase in new contracts in one year.

New England Controls

Josh Brotherton

SureService Manager