Dynamic Recovery Services (DRS) - a leading provider of information and communication technology (ICT) security services to blue chip and mid-market organisations in SA, Kenya and Zimbabwe - uses the contact management solution, GoldMine, from FrontRange Solutions to manage its customer relationships.
"Because it`s our job to protect our customers` ICT environments from a constantly evolving and wide variety of attacks, our own products and services need be as varied and also continuously updated," says DRS managing director, Andrew Brown. "And that means we need regular contact with our customers, to keep them briefed on the changing nature of our products and the new security threats they address.
"Also, because of the range of disciplines involved in ICT security, we interact with a number of different people within any given customer organisation at any one time. Each of these contacts has to be tracked - in terms of who we talk to as well as the detail of our discussions with them.
"Concurrently with all that, we have thousands of licences to track in terms of expiry dates and upgrades as well as needing to manage our service level agreements with those customers for whom we provide a managed security services programme (MSSP) that helps them define and enforce policies, assess risk and implement and manage their preferred solutions.
"So, our customer relationship scenario is not only complex but mission-critical for our customers. We have to be very precise about what information our customers have and how and when we upgrade their knowledge.
"We therefore need a contact management solution that gives us an exceptional level of database accuracy, enables us to automate the scheduling of customer contact activities and integrates easily with our call centre - so that updates from our field staff are always at agents` fingertips."
DRS had worked with other solutions before installing GoldMine. "Every software vendor makes the same promises and you only really know which solution is going to do exactly what you want it to when you put it to the test," Brown says.
"GoldMine was the one that delivered on our expectations. It has grown with us. And it`s easy to work with. It doesn`t need open heart surgery to add fields or adjust existing reports or create new ones.
"Also, because our own customer database is now 90% accurate, we`re not dependent on external databases to drive marketing, sales or service initiatives. So GoldMine has not only saved us money, it`s paid for itself many times over."
FrontRange Solutions (SA) managing director, Tracey Newman, says FrontRange focuses on enabling organisations to be proactive rather than reactive about customer relationships.
"You can`t exceed customer expectations from behind, bumping along in the wake of their demands. You have to have data and management capabilities that are well ahead of the customer knowledge base, so that you can truly be an adviser - someone to whom the customer is glad to turn for specialised insight. "Because of its in-depth knowledge and experience of the ICT security space, DRS is inherently in an advisory position with its customers. What GoldMine does is enable DRS to constantly - but easily and affordably - reinforce that image."
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