SysAid CSS speeds response time for SMBs

OR-YEHUDA, ISRAEL: Today’s challenging economic environment and dynamic business climate present serious challenges and risks to small and mid-size businesses (SMBs) looking to secure and grow customer loyalty – within a budget. Delivering the best available information to customers on their terms is proving to be a deciding factor in maintaining the high levels of customer service necessary to avoid customer defection and provide service competitive with larger organizations. With limited resources, time and product offerings on the market to choose from, SMBs face extreme difficulty in resolving every customer inquiry as quickly and satisfactorily as possible.

Ilient Ltd., a leading provider of help desk software solutions, has announced the availability of SysAid CSS (Customer Service and Support), a software as a service-based (SaaS) solution uniquely designed to address customer relationship management (CRM) operations. As an extension of the company’s flagship product, SysAid IT, which is used by more than 47,000 organizations globally, SysAid CSS similarly enables nimble and intuitive support operations, affordable for any business structure.

Financial and operational impact gives SMBs the competitive edge

As the industry’s first free and on-demand customer service and support solution, SysAid CSS provides a comprehensive toolkit for tracking and resolving issues, increasing client response times and lowering organizational costs. Through a Web-based user interface, SysAid CSS allows customer service providers and their clients to receive feedback on submitted requests quickly with e-mail integration, self-service portals and Web form integration. With its robust feature set and highly customizable applications, service requests and processes are streamlined seamlessly across the organization.

Early adopters report up to 85 percent workload reduction

“With SysAid CSS, we reduced our workload by almost 85 percent, enabling our agents to focus on more complex tasks yet ensuring the same level of responsiveness to our customers,” said Gary Paquette, Co-Founder and CTO, InControl Technology, a leading supplier of Web-based IT asset management solutions. “In our experience, new software rollouts typically require weeks or months before being fully operational across an organization. With SysAid CSS, we were able to achieve full integration with four members of our staff and company Web site within days; and with the Pro Edition, we project to decrease the total cost of ownership as we increase the number of users.”

“Looking at the market and average IT budget into 2009, more affordable customer service and support solutions are a must have for smaller businesses without the capital or resources to house an entire IT department or to integrate new software,” said Israel Lifshitz, Founder and CEO, Ilient Ltd . “Comprehensive solutions like SysAid CSS are designed to provide accessible, affordable and resourceful solutions with minimum implementation requirements for the support provider – translating increased benefits to their clients.”