Micros Fidelio looks to Softline ACCPAC for its competitive-edge

Issued by Watt Communications: for Sage Enterprise
Johannesburg, 10 May 2006

Softline ACCPAC and channel partner, AccTech Systems, have signed a R1.2 million deal with Micros Fidelio, a leading provider of food and beverage and front office hotel management systems.

The deal, scheduled to go live in 16 weeks, will include the implementation of a nationwide call centre, CRM and back office service management solution. It will also provide full GPRS capabilities for live PDA updates.

Keith Fenner, strategic sales, Softline ACCPAC, says Micros Fidelio will enjoy improved response times, streamlined service in its call centre, better management of stock and serial tracking, faster billing and delivery as well as a holistic view of its customers: "All of which will positively impact its bottom line."

He says Micros Fidelio needed to replace its call centre software, which did not integrate into its back office applications. "Softline ACCPAC presented a solution that will fully integrate all channels of communication to the call centre, including Web, SMS or telephone. The message is routed through the call centre with Accpac CRM's easy to use Web interface to the appropriate team for processing and immediate updating."

Tertius Zitzke, managing director of AccTech Systems, says that by implementing a fully integrated CRM, call centre and service management solution, Micros Fidelio will have a holistic view of its customers, jobs, equipment and sites.

He says that once a call is logged into the CRM system and all the relevant information is gathered, it will be allocated to an engineer who will either respond via a Web portal or PDA device utilising Technisoft's Service Manager module. Instantaneously performing the tasks required, the engineer will update the system from the PDA, which will include issuing stock, recording time and obtaining customer signatures. "This automatically updates the back office accounting system and call centre, completing the loop," says Zitzke.

Peter Booth, managing director of Micros Fidelio, believes Softline ACCPAC is the only vendor capable of offering true integration in a box.

"As a software company it is in our nature to try and use technology to provide our customers with the best service. By implementing an entire call centre, CRM and back office service management solution, which has live updates via PDA, we will certainly improve and surpass our customers' expectations."

Booth says the magic is in the flexibility of the system. Customers can contact them from any channel and it will not only be routed, but it will also be captured within the back office accounting and service management systems.

"This means that the call centre has a complete, and up to date, view of the customer and the finance department knows exactly what to bill and when."

Booth says another vital element of the solution was the integration to stock, serialised inventory and service management SLAs.

Fenner concludes Softline ACCPAC's solution provides true and measurable performance to the call centre: "By having the call centre fully integrated to back office accounting, front office Web site and the entire service module, means that the return on investment will be achieved very fast."

Softline ACCPAC

Softline ACCPAC is a global provider of business management applications including accounting, CRM, warehouse management and HR to the mid-range market. Its solutions are delivered to 130 countries exclusively through its network of over 5 500 solution providers worldwide and 130 throughout Africa.

Softline ACCPAC's product line includes: Accpac CRM, Accpac ERP, Accpac Business Analysis Suite, Accpac eTransact, Accpac Warehouse Management System, Accpac ePOS, Accpac Insight and Simply Accounting.

Softline

Softline is a leading provider of accounting, payroll and CRM software solutions to small, medium and large companies. Founded in 1988 by Ivan Epstein, Alan Osrin and Steven Cohen, Softline was established during the formative years of the software industry and listed on the JSE Securities Exchange South Africa in February 1997.

Softline expanded to establish a strong position within its area of focus in South Africa and Australia.

Focused on the development of accounting, payroll and CRM software solutions, Softline has a 17-year track record as a market leader. The group has a broad range of products offering users a variety of software solutions to run their businesses efficiently. Softline's leading brands include Softline Accpac, Softline Enterprise, Softline Pastel (Accounting and Payroll) and Softline VIP.

The combination of the group's product offerings, provide Softline customers with comprehensive, well-branded accounting, payroll and CRM software solutions.

In November 2003, Softline was acquired by Sage Group plc, an established FTSE 100 company. The group includes market-leading businesses throughout the United Kingdom, Europe, North America, South Africa and Australia, supplying business software to the small, medium and large business community.

Softline has a solid track record of profitability and cash generation. The group delivers quality accounting, payroll and CRM software solutions that improve the efficiencies of businesses around the world.

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