Our customer support budget is about 15 million dollars. Wong says there was a need for an Internet-accessible customer service center so technicians would have the ability to access solutions any time of the day or night. Browser-based systems made the most sense because they would allow any Printrak engineer with authorization to access the entire database of possible solutions. The company could ensure consistent levels of accessibility and availability. We needed help organizing information and databases that would help us manage customers and provide good customer support.
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With the Applix system, our costs are kept down. Quick Integration Printrak also needed a platform that enabled quick deployment of different services regardless of where CSRs were located. The Internet was an obvious solution for an ubiquitous network, and Applix Enterprise's Internet capabilities provide immediate access to all the information Printrak service reps need to meet their customers' expectations. Applix integrates easily with that database as well as others in use at Printrak. Applix Enterprise 7.0 contains sales, marketing, service and quality modules, which are integrated via a common customer information database.