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Chancery Software
Chancery Software chose Pivotal CRM to improve its Internet-based customer support service to users, while reducing costs and creating greater sales opportunities
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Customer Snapshot
Founded in 1983, Chancery Software is North America's leading publisher of student management systems and Internet learning communities for districts, schools, and homes that empower parents to become much more involved in their child's education.
Challenges
- Improve customer service
- Increase customer retention
- Increase revenue and profitability
- Reduce operational costs
Results
- Facilitated the development of a 7x24 support system without the expense of hiring staff to work outside of office hours. 20% of all customer support interactions now take place online
- Improved customer satisfaction by launching cutting-edge Web support solutions, which enabled Chancery's phone-based support to focus on resolution of more complex issues
- Increased the number of support items that can be created daily by 500%