Monday March 27, 8:13 am Eastern Time
Magic Software Enterprises Introduces Magic eService, a New Web-Based Customer Service Management System
Provides Virtual Support Centers to Reduce Costs And Allow Companies to Manage Their Service Departments As Profit Centers
IRVINE, Calif - Magic Software Enterprises (Nasdaq:MGIC - news) Monday introduced Magic
eServiceTM, the company's new Web-based, enterprise-level customer
service management system that allows companies to manage their
service departments as profit centers.
The new product, which marks the debut of Magic's new customer
relationship management (CRM) suite, streamlines service workflow and
provides companies a comprehensive picture of their service
departments in real time.
Magic eService is being demonstrated at the Internet Commerce
Expo, now taking place through March 30, 2000, at the World Trade
Center in Boston. In addition, a white paper and demo of the product
are available for download through the Magic Web site,
www.magic-sw.com/crm.
Magic eService
Magic eService is a completely Web-based customer service solution
that handles long-term service for complex problems, automatically
documenting the service and allowing both the service agent and
customer to track performance. In addition, it allows the service
manager to easily evaluate and measure the quality of the long-term
service.
It includes:
- Comprehensive workflow of technical or specialized service
through Web and e-mail;
- Personalized customer service, based upon service contracts
and customer characteristics;
- Web-based self-service for customers;
- Online tracking of all customer interactions, both service
agent and customer; and
- Service center management tools that allow the service
department to be managed as a profit or cost center.
Using a sophisticated system of alerts, Magic eService
automatically identifies profitable customers, helping ensure they
receive quick and satisfactory treatment. The system also alerts
service agents to "exceptions" requiring special problem resolution,
and sales managers to specific problems with their accounts. For
management, Magic eService includes what Magic refers to as "real-time
business pulsing."
"With real-time business pulsing, the service manager has the
tools required to monitor service department costs and profitability
at all times, as well as service capacity and quality," said Jack
Dunietz, chief executive officer of Magic. "This is critical if
companies are to effect early identification and resolution of
potential problems and ensure high levels of customer satisfaction."
In addition, Magic eService reduces costs by making it possible
for companies to employ cost-effective "virtual support centers,"
where service agents can work from their own homes around the world.
Virtual support centers also allow the organization to easily provide
24-hour, seven day a week support through "follow-the-sun" service
that utilizes the availability of the Internet.
"Existing service systems on the Internet lack a continuous
connection to a database that controls the workflow of the service
call, and do not provide a user interface on the Web for the customer
to control the status of the service call," added Dunietz. "Magic
eService provides a new approach to service, allowing companies to
take advantage of both the savings and the high level of customer
interaction that the Internet can provide. The result is greater
customer satisfaction, increased operating efficiencies and higher
profitability."
Because Magic eService is based upon Magic's core application
development technology, it is both platform- and database-independent,
and can be easily and seamlessly integrated with existing front- and
back-office systems. It also can be rapidly customized and
implemented, providing businesses a competitive advantage not
available using other commercial CRM solutions.
About Magic Software
Magic Software Enterprises, a member of the Formula Group
(Nasdaq:FORTY - news), 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 U.S. subsidiary is located
at 1642 Kaiser Avenue, Irvine, Calif., 92614, telephone 949/250-1718,
fax 949/250-7404, http://www.magic-sw.com.
The Formula Group is an international information technology
company principally engaged, through its subsidiaries and affiliates,
in providing software consulting services, developing proprietary
software products and producing computer-based solutions.
Except for the historical information contained herein, the
matters discussed in this news release include forward-looking
statements that may involve a number of risks and uncertainties.
Actual results may vary significantly based upon a number of factors
including, but not limited to, risks in product and technology
development, market acceptance of new products and continuing product
demand, the impact of competitive products and pricing, changing
economic conditions, both here and abroad, release and sales of new
products by strategic resellers and customers, and other risk factors
detailed in the company's most recent annual report and other filings
with the Securities and Exchange Commission.
Contact:
Magic Software Enterprises, Irvine
Katharine Hanley, 949/250-1718, ext. 220
khanley@magic-sw.com
