Magic Software Enterprises, a provider of development technology and business solutions, has signed a deal with Marconi Mobile Marconi to implement Magic eService, the web-based, enterprise-level customer service management system. Magic is working with UK partner e-Carisma to customize and install the solution across three divisions and 14 sites at Marconi.
Marconi is a global company specializing in the design, development and integration of private mobile and strategic communications solutions. Over the past months, the company’s IT staff has noticed escalating demands on its time and resources as a result of aggressive expansion. Marconi needed a solution that could be quickly and easily implemented, and streamline workflow – keeping customers and employees happy.
“Marconi’s growth over recent months made it critical for us to have a service management system up and running in a relatively short timeframe. Magic eService provided us that luxury,” said Phil Robinson, Marconi’s UK operations director. “Not only is Magic eService extremely easy to customize and deploy, it also provided the features we wanted to make our service function more efficient.”
The custom-tailored application being installed at Marconi includes the ability:
• to prioritize requests
• to direct requests to problem solvers
• to allow service agents to respond to calls from any location at any time
• to monitor and manage the levels of service provided by the IT department
The application is expected to have a significant impact upon the levels of customer and service agent satisfaction.
“Because end users will be able to monitor the amount of time and attention paid to their problems through Magic eService’s call tracking and reporting function, they should have a greater respect for the work being done by the IT department. This can only result in significantly improved job satisfaction for all concerned,” added Robinson.
“Magic is extremely pleased to be working with a company of the calibre of Marconi,” said Jack Dunietz, chief executive officer of Magic. “The fact that we are able to deliver them a customer management solution in the timeframe they needed is a source of great pride to us.”
Marconi plc has 45,000 employees worldwide and sales in more than 100 countries. It supplies advanced communications solutions, and key technologies and services for the internet.
Based in Reading in the UK, e-Carisma is a CRM software house supplying solutions to the corporate market for in-house use. In addition, in partnership with a leading US ISP, e-Carisma provides the same CRM solutions as an application service provider on the web.
Magic Software Enterprises develops, markets and supports software development and deployment technology that enables enterprises to accelerate the process of building and deploying applications that can be rapidly customized and integrated with existing systems. Magic technology, applications and professional services are available through a global network of subsidiaries, distributors and Magic solutions partners in approximately 50 countries. The company’s North American subsidiary is in Irvine, California.
Magic Software Enterprises