SOURCE: Tidal Software

May 05, 2005 07:00 ET

Tidal Software Proves Customer Service Comes First

Tidal Software Adds Two Customer Service Centers and Customer Retention Benefits

PALO ALTO, CA -- (MARKET WIRE) -- May 5, 2005 -- Tidal Software, a leading producer of application automation, integration, and management software products, today announced the opening of two new customer service centers designed to serve clients faster and more efficiently. Technical Support Centers are now located in Houston, TX, and Camberley, UK, as well as at the headquarters in Palo Alto, CA.

Along with the addition of Technical Support Centers, Tidal Software has hired a new Vice President of Customer and Employee Care, Lynn Durant. Lynn will be responsible for the high level of customer satisfaction and business development, including the technical support, consulting services and certain pre-sales activities. She will also be responsible for internal operations including human resources and employee relations. "My primary focus here is customer-facing and I will spend all of my time making sure Tidal customers are heard. One of our goals is to achieve a 100 percent customer retention rate," said Durant. "I specifically want to spend time researching our customers' wants and needs; our team has a 24x7x365 commitment to our clients."

In an effort to further strengthen Technical Support, Tidal Software has increased staffing by 30 percent, which includes the appointment of Charles Davis, Manger of Technical Support. Charles will oversee all Customer Service activities including the improved customer website for Technical Support. This website will provide software updates, downloads, important alerts and messages, product documentations and enhancements, a discussion board and much more for Tidal's customers.

Since the addition of the Customer Service Centers, Tidal Software has seen an increase in annual maintenance contract renewals, which is above the industry average. "Our customers renew their contracts at such a high rate due to our responsiveness to their needs and problems, as reflected in how we enhance the high value of our solutions and how quickly we help keep their business-critical systems operating," stated Flint Brenton, CEO and President, Tidal Software. "As we strive to enhance our customer support with key hires like Lynn Durant and Charles Davis, we are finding that we are able to better service our clients with one-on-one attention, deliver better product updates, and improve overall company morale."

About Tidal Software

Tidal Software is a leading provider of application automation, integration, and management solutions. Tidal Software provides products that make applications, such as SAP®, PeopleSoft® and Oracle E-Business Suite™, more efficient, productive, reliable and secure, enabling them to return the business value that companies need to be successful. Tidal software is used by many of the world's most advanced datacenters, including Microsoft, HP, General Mills, T-Mobile, Warner Bros., Agilent and many others. The privately held company is venture-funded by JPMorgan Partners, Novus Ventures and VantagePoint Venture Partners.

Tidal Enterprise Scheduler, Tidal Horizon and Expert-in-a-Box are trademarks of Tidal Software, Inc. All other trademarks are those of their respective owners.

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