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FirstWave Technologies, Inc. -
CRM Software - Category Main Page
(770)
431-1200
2859
Paces Ferry Road, Suite 1000
Atlanta, GA 30339
www.firstwave.net
Sales
$11.9
million
Business Description
Headquartered in Atlanta, Georgia, with an office in Surrey, England,
Firstwave Technologies sis a leading provider of CRM software
solutions to mid-size and large-scale enterprises worldwide. Firstwave
believes in the basics: Take care of your customers and your customers will
take care of you. Our customer-first commitment goes far beyond service and
support. Knowing our customers’ business is our business.
Firstwave’s corporate and product mission reflects our customer-first
commitment: To develop and integrate the best software solutions to manage
customer interactions and information. We strive to provide our clients with
effective CRM, robust technology and the highest standard of customer
service.
A leader in Sports and High Tech CRM, Firstwave offers a suite of
industry-focused solutions. Firstwave CRM software and solutions are
designed to help companies keep current customers loyal, close more sales
and capture more market share. Our CRM sofware and solutions offer sales,
marketing and customer service automation and project and product quality
management.
Firstwave CRM software is adaptive and scalable and easily integrates with
existing systems. This allows for rapid deployment and, typically, a lower
total cost of ownership.
In March 2003, Firstwave acquired Connect-Care, Inc., an Atlanta-based CRM
company. Connect-Care’s focus was on delivering a CRM solution for the
high-tech industry. The Connect-Care products and management team have
become an integral part of Firstwave’s software solutions and
infrastructure.
Firstwave supports several product lines: Firstwave CRM (includes eCRM and
v.10 products), Firstwave Sports, Firstwave Technology and TakeControl.
Firstwave CRM fSolutions
Firstwave CRM
Firstwave provides enterprise-wide CRM software solutions specifically
designed for the sports & entertainment and high-tech industries. By
embracing a customer-focused business strategy, Firstwave’s CRM solutions
help improve an organization’s efficiency enabling revenue growth, cost
containment and customer retention.
Firstwave CRM handles the collaboration and interaction between workforce,
customers and prospects. Through the use of Firstwave CRM, companies have
the ability to increase revenue growth, customer retention and employee
productivity.
Firstwave offers a variety of tools, applications and access options
designed to enhance the customer experience across the entire enterprise.
Firstwave CRM consists of the following modules:
Firstwave Analytics™ - Powerful customer analytics to drive customer
strategy
First-Sales™ - Easily manage sales cycle for increased revenue and
efficiency
First-Market™ - Comprehensive marketing campaign and content management
First-Support™ - Increase customer satisfaction, retention and loyalty
First-Survey™ - Keep a pulse on customer preferences through poll and survey
management
First-Project™ - Streamline service delivery and project management
First-Quality™ - Close the customer feedback loop and quickly identify
product issues
First-Web™ - Reduce customer support costs and improve communication through
customized web portals
Firstwave Sports™
Designed specifically for today’s sports organizations, Firstwave Sports is
a powerful CRM and ticketing integration software solution for national
governing bodies, leagues, collegiate athletics, professional teams and
sports promoters. From a single view of each individual participant, the
Company believes that Firstwave Sports promotes robust ticketing
integration, fan loyalty and participant management solutions for today’s
highly competitive sports marketplace.
Sport
Firstwave Sports is a robust database, organization and management solution
that is designed to help organizations drive revenue, increase targeted
marketing and market discovery, and reduce administration costs.
Additionally, Firstwave Sports is designed to allow organizations to improve
day-to-day communication with members and participants of all levels.
Organizations use Firstwave Sports to optimize internal administration
capabilities, automate competition scheduling and results posting, conduct
online training and learning programs, and drive revenue through the use of
its analytics.
Club
Whether the organization is a professional team, fan club, collegiate
athletics program or league, Firstwave Sports is designed to integrate all
participant touch points throughout an organization, while capturing
valuable individual data. Firstwave Sports helps organizations to manage
each participant and fan interaction for improved communication and results.
By capturing demographic data and purchasing history on members, fans and
participants, Firstwave Sports provides an organization’s sponsors and
advertisers with increased value and impact.
Event
Ticket sales, sponsors, logistics, venues, catering, teams and referees are
among the details that must be managed to create a successful event.
Firstwave Sports helps manage the burden of event administration activities
while capturing valuable demographics about individual patrons for increased
targeted cross-marketing and up-selling opportunities.
The Firstwave Sports solution encompasses league and event administration,
venue management and competition scheduling, a comprehensive ticketing and
database system, and a participant and fan management system. Additionally,
via the web, event attendees can access results, line-ups, game details and
venue information.
Firstwave Technology™
Firstwave Technology is an enterprise-wide CRM solution specifically
designed for today’s fast-paced software and hardware company. Maintaining
our customer-first commitment, Firstwave Technology gives high tech
companies the tools to improve operational efficiency, maximize revenue and
legacy investments, and increase customer satisfaction, loyalty and
retention.
Firstwave Technology handles the collaboration and interaction between a
company’s workforce, customers and prospects.
Firstwave’s CRM product suite is built on Microsoft technologies and
includes support for multiple databases, including Oracle and Microsoft SQL.
In addition to offering support for multiple database technologies,
Firstwave offers a plug-in based architecture allowing for a flexible
approach to changing business logic and new data sources. We remain
dedicated to our existing customers and continue to pursue best-of-breed
distributors on a global level while staying on the cutting edge of the
world’s most current technologies, including database managers and operating
systems.
TakeControl
The TakeControl suite consists of CRM systems designed to optimize sales,
marketing and customer service operations through delivering highly
functional solutions.
TakeControl Sales creates a virtual sales environment through linking field
and office personnel into a powerful sales team by automating account and
opportunity management procedures. Management tools include a report writing
facility, scheduling features, full account and contact details, and
graphical analysis tools.
TakeControl Marketing pinpoints marketing opportunities to support and
enhance differing marketing campaigns. Specializing on capturing the
information required from prospects and customers, it delivers key
facilities such as call scripting, mail merge, order taking, and activity
scheduling to provide a compilation of simplified, yet precise, information.
TakeControl Customer Support establishes a support center that builds
customer satisfaction and loyalty by providing support team members with
instant access to customer information to quickly log and trouble-shoot
problems while shortening response times. It also identifies the trends of
calls received within the support center to enable future improvements based
on customer feedback.
Providing value and enhancements to existing customers
We are committed to providing value to our existing customers through
post-sales consulting, training, support services and product enhancements.
We seek to differentiate ourselves from our competitors not only through our
industry-focused solutions, product features and technology, but also
through an often overlooked yet critical business function – customer
service. High customer satisfaction is important to the success of Firstwave.
Leveraging strategic alliances
We market our CRM solutions through a combination of our direct sales
channel and the efforts of our strategic alliance partners. By leveraging
the expertise of our strategic partners, we hope to focus on our core
competency of providing innovative industry-based solutions. Our goal is to
select strategic partners who are strong providers of hardware, software,
and consulting. In 2003, we forged partnerships with new companies,
including Business Objects.
Professional Services
For nearly two decades, Firstwave has maintained its customer-first
commitment, stemming from a basic customer service principle: Take care of
your customers and your customers will take care of you. From this
philosophy comes the Firstwave client services organization.
Firstwave client services is dedicated to gaining a comprehensive
understanding of each customer and their values, business processes and
critical business objectives. From this understanding, Firstwave client
services enables clients to optimize their use of Firstwave CRM and services
to achieve those objectives.
Firstwave client services is also committed to finding out how clients can
use Firstwave products and services to enhance revenue opportunities and
increase customer satisfaction. Firstwave client services provides value to
Firstwave customers through ongoing support and maintenance programs.
The Firstwave client services organization is composed of four main
components:
• Client Relations
• Professional Services (Consulting)
• Technical Support
• Firstwave University
Firstwave’s customer-first commitment goes beyond service and support -
knowing our clients’ business is our business. In order to help our customer
achieve its goals, we focus on clearly understanding all the nuances of our
customer’s business and providing a support system that compliments unique
business requirements.
For our Firstwave customers, our Client Relations offers:
• Management of subscription services and renewals
• Efficient and reliable coordination between Firstwave departments
• Net Satisfaction Index (NSI) Surveys
• Customer advocacy
• Customer-first commitment
Client Relations is the focal point for escalating concerns to all other
Firstwave divisions. Part of the Client Relations mission is to try to
ensure that our customers see tangible benefits from Firstwave subscription
services like CustomCare, technical support and software maintenance.
Firstwave Client Relations provides our customer’s organization with
customer value reports and continuously seeks feedback to help instill
confidence in our products, services, knowledge and experience.
Client Relations provides documented customer interface processes, reliable
delivery of service and continuous improvement throughout the Company.
Client Relations is committed to sustaining and improving our customer
service performance through the use of best practices, NSI measurements and
systematic analysis.
Firstwave professional services uses a flexible, requirements-driven,
implementation methodology that scales from workgroup to enterprise
environments. Proven through hundreds of implementation projects, our
approach can accommodate an entire range of implementation options from
“big-bang” to “pilot project” and “fast follower” rollouts. We offer an
array of services that promote customer self-sufficiency and provide
cost-effective utilization of consulting resources, for both new and
existing customers.
Firstwave Professional Services include:
• Planning Services - implementation planning, requirements gathering,
consultation and call center/help desk process consulting
• Design Services - web form design, application customization, custom
report generation, First-Sync™ rules development, third party integration
and data migration
• Installation Services - deployment for web/application server,
client/server application, database server and First-Sync™/database
synchronization
• Consulting Services - general consulting, project management, system audit
and review
Firstwave offers a highly skilled team of support professionals to resolve
any issues that may arise when using Firstwave CRM. We strive to provide
top-notch customer service through clear and proven escalation paths,
resolution procedures, tenured support staff and an extensive FAQ library.
Working closely with the development, quality assurance, professional
services and client relations teams, Firstwave support is dedicated to
keeping our clients CRM investment at peak performance. To compliment our
telephone support services, we also provide access to our help desk via fax,
e-mail and web.
We offer:
Phone and e-mail support
Live 5 x 11 assistance
• Extended hours coverage for live assistance available upon request
• Customer web resource
• Media fulfillment
• Application version control/management
Education and Training
Firstwave University offers in-depth training on all Firstwave products.
These courses are designed for the users, administrators and developers of
the Firstwave suite of applications. Firstwave University introduces best
practices for using Firstwave CRM by applying best practices structured
around the unique business needs of our customer’s organization. Customers
can maximize their investment in CRM, while benefiting all areas of the
Company including marketing, sales, support and account management.
Customer service representatives, managers, systems administrators and
others can attend classes designed and presented specifically to meet their
needs. They can choose to take a complete training program for certification
or a few specific courses for targeted improvement.
Firstwave University has a wide array of training and education courses to
fit individual needs. Public classes are regularly scheduled in our Atlanta
corporate training center and in our Surrey, England office. For our
customers’ convenience, training can also be conducted on-site at their
preferred location. Firstwave customers can view the latest training center
schedule and sign up for classes via our customer support portal, available
at http://support. firstwave.net. We charge customers for education and
training services on a per-attendee basis with a minimum daily charge. For
classes conducted at customer sites, we charge a per-day rate for a set
number of attendees.
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