Avocent Corporation Automates Help Desk Using Soffront CRM
Automatic Ticket Routing and Priority Notification Saves Time, Money, and Improves Customer Satisfaction

FREMONT, CA - January 10, 2006 -- Soffront® Software Inc., a leading provider of CRM software, today announced that Avocent Corporation, has improved efficiency in their help desk using Soffront CRM. Avocent Corporation is the leading supplier of connectivity solutions for enterprise data centers, service providers and financial institutions worldwide. Soffront CRM is helping Avocent save time and improve customer satisfaction through automation and priority notification of trouble tickets.
 
Avocent initially rolled out Soffront CRM in their Alabama office in 2004 and has now expanded it to support their entire global infrastructure. Teams located in Alabama, Florida, Washington, Canada, Ireland, and Hong Kong use Soffront CRM to track and manage IT infrastructure problems and resolutions.

"We selected Soffront over other CRM solutions because it offered a robust, feature-rich, web-based solution that was also easy to customize," explained Tom Ridinger, administrator, Avocent Corporation. "Now our IT managers have instant access to overdue tickets, projects, and open issues across all sites."

According to Ridinger, the company's previous solution was a time-consuming, manual process. "With Soffront, the tickets are routed immediately using rules based on the employee's location and the type of problem identified."

Avocent's technicians can now quickly manage tickets, resulting in improved customer satisfaction. "Each time a ticket is submitted, the routing rules determine which technician can most likely solve the problem and what type of notification is required," said Ridinger. "Depending on the priority or type of employee submitting the ticket, notifications are sent directly to a tech's cell phone within seconds."

Avocent also uses Soffront CRM to comply with Sarbanes-Oxley legislation. "Our Soffront installation has become the central repository for answering any audit related question," explained Ridinger. "We use it to document and track all electronic approvals for access control changes, saving us time and money."

About Soffront

Soffront Software Inc. has experience, technology and focus for mid market companies seeking CRM solutions. A pioneer of CRM since 1992, Soffront offers end-to-end, fully integrated CRM solutions spanning sales, marketing, customer service and employee help desk. With more than 500 CRM customers worldwide, Soffront's installed base includes Fortune 500 companies, mid-sized businesses, federal, state, and local governments. Soffront is privately held, debt-free, and profitable.