Neocase Newsletter | Summer 2010
A MESSAGE FROM OUR CEO


Dear Customers and Prospects,

I am glad to announce that Neocase Software and its solutions continue to be recognized as leaders in the contact center and support solutions industry.
Neocase was named one of the Finalists for the 2010 CODiE Awards in the category "Best Business Software Solution". Established in 1986, CODiE Awards showcases the software and information industry's finest products and services.

We added a number of top corporations to our client roster in early 2010. Among them: Atkins, Inter-American Development Bank, Thales, BNP Paribas, Societe Generale, Monoprix, Veolia Environment, and Veolia/Supershuttle. Monoprix has been one of our more complex implementations due to the unique process management in their customer service and store operations environment.

Additionally, Neocase Software was included in Gartner's 2010 Magic Quadrant for the second year in a row. A great accomplishment for Neocase considering Gartner's strict inclusion rules in terms of corporate growth, vision and strategy.

Lastly, I recommend visiting the resource center on our website where we continue to add relevant educational content about our solutions and their benefits. Recently, we added more solution tours to our website, highlighting the value of our HR solutions and modules.

Kind regards,

Julien Dahan
CEO & President
Neocase Software, Inc.


In this Issue:

Neocase Software US
*NEW ADDRESS*
26 O'Farrell Street
Suite 500
San Francisco, CA 94108
877.383.0400

Neocase Software EMEA
55 rue Raspail
92300 Levallois-Perret
France
+33 (0)1 73 60 01 10

Neocase Software UK
Lincoln House
300 High Holborn
London WC1V 7JH
England
+ 44 (0)207 092 6664

Comments?
 Contact Neocase Marketing:
marketing@neocasesoftware.com
415.978.5148



Certified for Microsoft Dyanmics CRM 4.0

Neocase Tips & Tricks
Presented by Neocase's Technology Services Team

SSO and Neocase: Eliminating user/agent headaches 1 click at a time

Remember the days when you only had to remember a single password to access everything you needed? Over time, with the advent of networks and the rise of the Internet, came the need for numerous, separate authentications. As the number of systems and applications increased, so did the number of passwords (bye bye one password!).

So, what methods do you currently use to remember your passwords? Do you write them down, choose ones that can be easily guessed, or even worse, share them with others? Don't worry we're all guilty of it. Needless to say, each of these practices results in significant security risks to your personal or corporate information.

Read on to know how Neocase helps to eliminate these security and time-consuming risks with SSO.


Upcoming Event

UK HR Executive Briefing: The Future of HR Service Delivery

Tuesday, July 6th, 2010
London, England

Neocase and ATOS Origin invite you to participate in a breakfast briefing about the Future of HR Service Delivery, featuring speakers from Thales & Lloyd’s Banking Group.

Register here
Recent News

Monoprix selects Neocase CS to structure its customer support system for 350+ stores
February 22, 2010

Neocase Software announces the immediate availability of its new HR contact center solution, Neocase HRForce, built upon the success of Neocase HRPower
Feburary 4, 2010

 
AWARDS: Neocase Software Selected as Finalist for 2010 SIIA CODiE Awards
 
HRForce

"Best Business Software Solution"

 

Neocase Software has been named a 2010 CODiE Award finalist in the “Best Business Software Solution” category. Solutions in this best-of-breed category exemplify the value that software provides to business operations.

"This is the twenty‐fifth year we have recognized excellence in the software, education and information industries through the CODiE Awards program,” noted Ken Wasch, President of SIIA. “In this economic climate, companies are doing even more to innovate. Neocase Software has demonstrated a commitment to innovation and quality that is reflected in their selection as a finalist for the CODiE Awards. I am pleased and proud to have them listed among the candidates, and I wish them the best in the final round of voting."

Read the full press release here.

SUCCESS STORY: Monoprix selects Neocase CS as its customer support system for over 350 stores

In order to facilitate improved client services and operational support among Monoprix headquarters and its branch stores in France, Monoprix conducted an internal study on its customer support processes and all associated technologies.

CedarCrestone Report


The study revealed that there was room for improvement in the quality of services delivered. In order to accomplish this, however, an upgrade to advanced software technologies within the customer support department was necessary.

Monoprix selected Neocase as its customer service platform because the solution surpassed Monoprix’s business and performance requirements of measurable customer service processes, scalability and ease of use.

Read the full press release.

SOLUTION TOUR: Neocase HRForce and Knowledge Management
To empower employees or agents with an advanced Knowledge Management solution is one of the critical elements of a superior HR Service Delivery strategy.
Knowledge Base Reports

Neocase Software offers one of the leading knowledge management solutions for HR Service Delivery and Customer Support. The solution is tighly integrated with the self service portal and agent desktop. If you would like to see our knowledge management solution in action, we recommend watching our two solution tours:

  • Knowledge Management for Employee Self Service
  • Knowledge Management for HR Service Delivery on the Agent Desktop

Click here for access. (Note: You will have to fill out a short form to gain access)
INDUSTRY NEWS: Top Technology Trends 2010 from John Ragsdale at TSIA
Earlier this year, John Ragsdale from Technology Services Industry Association (TSIA) conducted his annual 2010 TSIA Member Technology Survey. We would like to share some highlights from his survey as it is a great indicator of the trends in customer service technology.
 CedarCrestone Report

The survey tracks the adoption, satisfaction and planned spending in 24 areas of enabling technology and services for professional services, field service and technical support. Key Survey Highlights are:

  • Mobile devices and applications proliferate. Mobile technology and devices came out on top of the spending survey, with 34% of field service members having budget for mobile technology.
  • Social Media support or Social CRM is hot: 31% of members have budget for social service tools, meaning 2010 is the year enterprise companies are pulling the social trigger.

To read more about John Ragsdale's Top Technology Trends 2010, click here.