SA customer service gets a boost

GoldMine launched in South Africa

September 1, 2009

GoldMine launched in South Africa

FrontRange Solutions today announced the launch of GoldMine Customer Service Edition, designed to help organisations improve customer satisfaction by supporting multiple touch points and providing key performance metrics.

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 relationship management processes.

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.

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.

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

Nick Perkins, sales director of FrontRange Solutions, South Africa, 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.