IDS enjoys strong demand for its finance software, and in order to sustain this promising business growth, the company had to become more independent of its inflexible legacy system used in their customer support operations department. In addition, IDS was looking for a solution that could significantly increase support staff productivity through an easy-to-use and integrated solution consisting of an advanced case management application, customizable self-service portal and sophisticated knowledge base. After evaluating a number of solutions, Neocase exceeded IDSâs expectations in all solution requirements criteria and was, by far, the only vendor who truly understood the IDS philosophy of customer relationship building.
âWe value the long-term relationships that our support team develops with our clients,â states Doug Schick, Director of Global Support at IDS. âThe Neocase solution enables our support representatives to deliver on the most complex of issues as well as the simple ones with equal customer satisfaction and thereby significantly increases our customer retention.â Schick adds, âIDS needed a solution that could quickly replace our legacy system while at the same time provide the flexibility and scalability to grow with our global business. Neocase CS offered by far the best price-to-value ratio as well the industryâs superior case management, knowledge base and self-service solutions for us to operate productively around the world.â
Implemented in a Software-as-a-Service model, Neocase was able to replace IDSâs legacy system in a short period and to deliver a seamless migration to the new platform. At the same time, Neocase provided the company with a superior self-service portal for its customers, and a sophisticated case management system for its customer support team. Additionally, the new customer support system had to be readily available to empower IDSâs support teams in the UK, Australia, Singapore, and India. IDS chose Neocase CS for its ability to develop âhigh-touchâ interaction with IDS clientele, instead of run-of-the-mill support solutions that focus on handling call volumes, and not building client relationships.
âBeing chosen out of a large number of solutions, and having this extremely successful implementation with IDS gives us the confidence to say that Neocase CS is the leading customer service solution in the market today,â states Julien Dahan, President & COO of Neocase Software. âOur superior functionality, flexibility and ease of use are important benefits for customer support operations to offer the next level of service to their customers. Ultimately, an overall increase in customer satisfaction, retention and improved productivity of customer support agents is achieved.â