Five Questions with Jason Jones

Jason Jones analyzes SOURCE’s current business systems and internal users’ needs to develop systems requirements for the company’s CRM implementation. He provides insight below on SOURCE’s new CRM application.

What do you believe will be the key benefit for SOURCE customers with the new CRM application?

Overall, SOURCE’s implementation of the new multi-channel CRM system will provide our customers with a partner that is able to more quickly adapt to their constantly changing environments. Examples of this include more advanced e-commerce applications, including electronic invoicing, EFT (electronic funds transfer) and web-based purchasing, resource management and support requests. In addition, comprehensive reporting will help facilitate meeting stringent government regulations, such as Sarbanes-Oxley, for SOURCE customers.   

Will this web portal be easily integrated into SOURCE’s existing customer support service?

Yes, this service will be integrated and functional within our existing customer support service. The SOURCEPortal seamlessly integrates with the support module of the CRM application, which SOURCE currently utilizes now. If a customer needs to share new information on an issue that SOURCE is currently resolving, the customer simply logs into the web portal and adds information to the trouble ticket. The assigned SOURCE support representative can immediately view the update in the system.

Why has SOURCE decided to create this new web portal?

As the marketplace becomes increasingly competitive, more companies have been implementing CRM programs and technology to stay as informed as possible on customer needs. A win-win for both SOURCE and our customers, we adopted the new portal in conjunction with the CRM system to position us ahead of the competition and make us the partner of choice –  the one who enables customers to jump ahead of their competition. This technology investment allows SOURCE to provide a superior and more flexible communications solution to customers.

What are some of the other benefits of this new portal?

With the new portal, SOURCE will resolve critical, customer issues in a timely manner, while providing the ease of access and peace of mind through online assistance. Additionally, SOURCE will improve customer interaction with the self-service features provided to the customer.

Why is CRM important to SOURCE?

CRM is the comprehensive solution to strengthen our customer service and support. It provides  customer support, financial, sales, marketing and operations modules – a complete resource management package. This technology gives us more insight into the needs of our customers and the ability to be the proactive solutions provider our customers expect. In addition, with increased flexibility at solving customer concerns and issues, we will help our customers better manage their own organizations.