SOURCE: Awareness, Inc.

Awareness, Inc.

September 01, 2009 12:16 ET

Awareness Enhances Customer Experience With Integration to Leading CRM Systems

Integration to RightNow Technologies and Salesforce.com Enables 360-Degree Views of Community Members

WALTHAM, MA--(Marketwire - September 1, 2009) - Awareness, Inc. (www.awarenessnetworks.com), the leading provider of on-demand social media marketing software, today announced integration from their Peer Support Best Practice Community to leading CRM systems.

Awareness' Peer Support BPC allows community members to get assistance from other members and benefit by getting quick answers to support issues directly from their peers. Brands benefit by reducing costs associated with higher priced support channels (like phone and email) and facilitating a positive customer experience. Extending peer support communities to allow organizations to assign, route and prioritize support issues as they arise, while tying the details back to a single customer record, is a critical requirement for most brands. To meet this need, Awareness has integrated with leading CRM solutions -- specifically RightNow Technologies, Salesforce.com and Clarify -- to support customer service issues that originate within a peer support community and can be escalated.

Issues raised within a Peer Support community are routed directly to a CRM/trouble ticket system (as defined by the community administrator) for immediate follow up by a customer service representative. This ensures issues are resolved in a timely fashion and users benefit from an enhanced customer experience.

The integration is based on Awareness' standard integration framework and additional integrations are planned with other CRM solutions, including NetSuite and SugarCRM, in the coming months. The Awareness widgets and API allow for further development of the platform through the ability of other community developers. The framework gives developers the tools to mold the community and it's features to fit their needs.

"We're excited to be offering our customers another way to enhance customer experience," said David Carter, CTO and Co-Founder of Awareness. "We've incorporated the integrations into our peer support community, so clients who are using CRM to handle support requests can utilize the service out of the box."

For more information on Awareness' integration framework and details on our integrations with leading CRM systems contact us at www.awarenessnetworks.com

About Awareness

Awareness builds online communities for companies who want to leverage social media marketing to engage with their customers, build their brand, and increase revenues. An early leader in enterprise social media, Awareness works with some of the world's most respected companies, including Kodak, McDonald's, Procter & Gamble, and Hershey's, to transform their marketing and create deeper relationships with customers. The Awareness solution features an on-demand Social Media Marketing Platform that combines user-generated content and social networking with security and control. Awareness also provides strategic guidance, best practices, and expert services to design, implement, and manage social communities.

Backed by Greylock Partners and NorthBridge Venture Partners, Awareness is headquartered in Waltham, Massachusetts.

Connect with Awareness

-- Twitter: Follow us on Twitter

-- Facebook: Join our Social Media Marketing Best Practices

-- LinkedIn: Join our Social Media Marketing Mavens Group

-- Blog: Participate in the Awareness Online Community and Blog

Contact Information

  • Media Contact
    Mike Lewis
    mike.lewis(at)awarenessnetworks(dot)com
    Twitter: @bostonmike

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