SOURCE: Neocase Software

Neocase Software

January 13, 2011 08:00 ET

Lynden International Logistics Co. Chooses Neocase CS as Global Customer Service Platform

Lynden Selects Neocase SaaS Solution Due to Best-of-Breed Customer Service Functionality, Customization Capabilities and Best Cost-to-Benefits Ratio

SAN FRANCISCO, CA--(Marketwire - January 13, 2011) - Neocase Software, a leading provider of customer service solutions for shared service centers and customer support operations, announced today that Lynden International Logistics Co. has chosen Neocase CS (Customer Service) for its global customer service operations. In addition to Lynden International Logistics, the Lynden family of companies' combined capabilities include: shipping to Alaska, truckload and less-than-truckload freight to Alaska, scheduled and charter barges, rail barges, intermodal bulk chemical hauls, air cargo charters and scheduled service, domestic and international shipping via air and ocean forwarding, customs brokerage, trade show shipping, remote site construction, sanitary bulk commodities hauling and multi-modal logistics.

After running its customer service operations on an in-house solution for years, Lynden International Logistics decided to survey the scalability of its legacy solution to meet the increasing demand of its shipping business. The evaluation of its existing platform and customer service processes confirmed that even after updates and regular maintenance to the system which could be costly, their processes may still be left unchanged in terms of efficiency, agility and staff productivity. Lynden International Logistics decided to search for a 3rd party technology solution, and began its evaluation of leading customer service solutions.

Following a careful and detailed evaluation of multiple customer service solutions, Lynden International Logistics selected Neocase CS as its new customer service platform. Lynden International Logistics required a solution that was easily customizable to the company's unique business processes and could be deployed in a very short period of time, avoiding disruption to day-to-day business. Lynden International Logistics' extensive technology requirements also included: sophisticated business intelligence functionality, multi-lingual support, and an integrated knowledge base. As with most companies, Lynden International Logistics needed a solution that delivered the best cost-to-benefit ratio, and therefore an immediate ROI. Neocase CS met and exceeded all Lynden International Logistics requirements.

"Unlike other solutions that we evaluated, Neocase CS offered by far the most robust customer service functionality and customization capabilities for our customer operations," states Adrian Peluffo, National Administration and Client Solutions Manager at Lynden International Logistics. He adds, "Additionally, we needed a solution that could be up and running quickly after customization. Neocase and its Professional Services team delivered on its promise, and exceeded our expectations in regards to deployment."

In less than 2 months, Lynden International Logistics implemented Neocase CS, in a SaaS (Software-as-a-Service) environment, used by teams in three different time zones. During the implementation process and in collaboration with Neocase's Professional Service team, Lynden International Logistics imported all customer records and old cases into the new system to ensure a consistent and accurate case history for each customer. Additionally, it deployed Neocase's knowledge base module, Neocase KB, to enable all Lynden International Logistics customer service agents to access standard shipping documents, articles and other relevant information.

"The Neocase team is very excited about the deployment of our customer service solution, Neocase CS, at Lynden International Logistics as it is a great testament to the excellent customer service functionality, flexibility and customization capabilities that our solutions deliver," says Julien Dahan, President and Chief Executive Officer of Neocase Software. He adds, "We are also very proud of our team, in collaboration with the project team at Lynden, for upholding the promise of a short SaaS implementation time of less than 2 months."

To learn more about Neocase's customer service and SaaS solutions, please visit the company's website at:

About Neocase Software:

Neocase Software empowers large, global corporations to manage and optimize their Shared Service and Call Center performance and processes through next generation service functionality. Driven by Neocase's uniquely adaptive technology platform, Neocase solutions improve process efficiency, reduce operating costs, and enhance the quality of service delivered to internal and external customers. Neocase Software solutions include Neocase HR for Human Capital Resource Management, Neocase CS for Customer Service and Neocase FR for Financial Resolution. All solutions can be deployed on-premise or in a SaaS model. With more than 200 clients worldwide, representative customers include Air France, Renault-Nissan, L'Oreal, Brinks, CORPTAX, FOX Systems, CUNA Mutual Group, and IDSI. Neocase's award-winning solutions bring efficiency and profitability to SSCs and customer service departments through: web self service, intelligent knowledge management, service level agreement (SLA) management, employee/partner case collaboration, executive dashboards, and automated workflows.

Contact Information

  • For more information, please contact:

    Joerg Koehler
    Director of Global Marketing
    Neocase Software
    Tel.: 415.762.8901
    Email: Email Contact