E-CARISMA SIGNS DEAL WITH MARCONI MOBILE TO IMPLEMENT MAGIC SOFTWARE ENTERPRISES' MAGIC ESERVICE BUSINESS EDITORS AND HIGH-TECH WRITERS
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IRVINE, Calif.--(BUSINESS WIRE)--July 6, 2000--
Magic's Web-Based CRM Solution To Be Used to Streamline Workflow and
Improve Customer Satisfaction
Magic Software Enterprises (Nasdaq: MGIC.O), a leading provider of
state-of-the-art development technology and business solutions,
Thursday announced that it has signed a deal with Marconi Mobile
("Marconi") to implement Magic eService(TM), Magic's entirely
Web-based, enterprise-level customer service management system.
Magic, which recently received a CRM Excellence Award for its CRM
suite of applications that includes Magic eService, is working with
U.K. Magic Solutions Partner e-Carisma to customize and install the
solution across three divisions and 14 sites at Marconi.
Marconi, a Marconi plc business, a provider of high-performance
communications solutions for public and private networks, is a global
company specializing in the design, development and integration of
private mobile and strategic communications solutions.
Over the past several months, the company's IT staff has been
experiencing rapidly escalating demands on its time and resources as a
result of Marconi's aggressive expansion. To address these demands,
Marconi needed a solution that could be quickly and easily
implemented, streamline workflow and ensure continued customer and
employee satisfaction.
"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 U.K. operations director. "And, 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 Magic eService application being installed at
Marconi includes the following features:
-- The ability to prioritize requests
-- The ability to direct requests to problem experts
-- The ability for service agents to collect and respond to calls
from any location at any time, helping them better manage their
time
-- The ability to monitor and manage the levels of service
provided by the IT department
And it 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
caliber 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."
About Marconi plc
Marconi plc is a global communications and IT company with 45,000
employees worldwide and sales in more than 100 countries. It supplies
advanced communications solutions, and key technologies and services
for the Internet. For more information, visit the Marconi plc Web site
at marconi.com.
About e-Carisma
Based in Reading in the U.K., e-Carisma is a CRM software house
supplying solutions to the corporate market for in-house use. In
addition, in partnership with a leading U.S. ISP, e-Carisma provides
the same CRM solutions as an application service provider on the Web.
e-Carisma has a partnership agreement with Magic and uses exclusively
the Magic development toolset.
For more information, contact Pauline.Woodroffe@e-carisma.com.
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