Salesforce.com customers get new streamlined performance monitoring dashboards
Piscataway, NJ - April 06, 2009 - InetSoft Technology (www.inetsoft.com), an innovator in dashboard, reporting and analysis solutions, today announced the launch of a customer service-focused dashboard solution on the Force.com AppExchange from salesforce.com. InetSoft's Style Intelligence for Salesforce now provides a concise, single-screen dashboard for monitoring several key performance indicators plus the ability to customize views, perform further analysis and drill through to details. The company becomes the first to offer an AppExchange solution for fundamental case handling performance management for customer service operations.
InetSoft first launched Style Intelligence for Salesforce by providing out-of-the-box interactive dashboards for sales and marketing executives plus drag-and-drop self-service dashboard, reporting, and analysis capabilities for sales and marketing operations managers. Now, InetSoft brings the same rich, powerful Flex-based Web 2.0 interface to customer service operations.
Compared to existing capabilities built into the salesforce.com solution for service operations, Style Intelligence for Salesforce delivers up to date dashboard and visual analysis technologies that greatly reduce time and effort for service operations managers to track basic information and drill into details. In one compact, highly interactive and customizable dashboard, the user has as much information available as would have previously required paging through dozens of static reports and charts.
Key performance indicators that are displayed in the dashboard include:
- Open cases by status, priority and age
- Current case load by agent and status
- Employee performance by cases closed and time to close
- Overall case open vs. close rate
- Same day close rates - overall and by agent
Drill-though capable reports that are embedded in the dashboard include:
- Open high-priority cases - summary and detail by owner and case age
- Exceptions reporting - number and detail of inactive cases
"The customer service operations realm is relatively new for salesforce.com so we identified some basic gaps in the area of information access that we know from years of experience service operations professionals need filled," comments Mark Flaherty, Vice President of Marketing at InetSoft. "When you think of operational business intelligence, customer service operations are functions that truly demand it. Making do with manual or static reports just doesn’t cut it. We’re confident salesforce.com users will see value in our application by saving time or personnel who previously have been dedicated to reporting and analysis."
InetSoft's Style Intelligence for Salesforce is a SaaS application salesforce.com users can install into their environment to gain advanced dashboard and reporting capabilities for their sales, marketing, and now customer service operations data. The application comes with eight pre-built monitoring and visual analysis dashboards that provide immediate productivity. With simple point and click functionality, users can adjust the views into their data and customize their own versions of pre-built dashboards. Also included is a drag-and-drop dashboard and analysis designer tool that permits quick development of new dashboards or analyses of salesforce.com data including those in custom fields.
Since 1996 InetSoft has been delivering easy, agile, and robust business intelligence software that make it possible for organizations and solution providers of all sizes to deploy or embed fully-featured business intelligence solutions. Application highlights include visually-compelling and interactive dashboards that ensure greater end-user adoption plus pixel-perfect report generation, scheduling, and bursting. InetSoft’s patent pending Data Block™ technology enables productive reuse of queries and a unique capability for end-user defined data mashup. This capability combined with efficient information access enabled by InetSoft’s visual analysis technologies allows maximum self-service that benefits the average business user, the IT administrator, and the developer. InetSoft solutions have been deployed at over 3,000 organizations worldwide, including 25% of Fortune 500 companies, spanning all types of industries.