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Below is an interview with Philippe Gaillard, President and CEO of Neocase Software. We hope you find the interview informative and useful. Please visit their website and check it out!  http://www.neocasesoftware.com/

TechAddress:  Tell me a bit about your company, what it does and what’s your value proposition?

Neocase:  Neocase provides collaborative customer service software solutions that help companies respond to customer inquires in a timely, cost-effective, efficient manner.

We maximize the productivity and quality of service by giving customer service agents the power to access expertise anywhere within a company or to collaborate with external partners for tailored case resolution. Neocase provides all relevant business units with direct, customized access for solving each customer issue, organizing back-up teams as well as all internal and external departments of a company around a single customer contact.

Neocase can be deployed on-demand, on-premise, or bundled with Microsoft CRM 3.0 sales and marketing modules.

TechAddress:  What makes your company stand apart from your competitors?

Neocase:  While most CRM vendors focus their efforts on the marketing and salesforce automation elements of the CRM equation, Neocase hones in solely on the customer service prong to create both deep domain expertise and a more complete, customer-focused product offering. We implement a unique parent-child collaborative case creation, whereby a case can be easily duplicated by an agent, then administered to internal and external experts to resolve the case quickly. The customer service agent is not always able to solve a case on his own, so Neocase allows for collaboration among the appropriate expertise within a company to solve customer issues.   

We also leverage an innovative channel strategy where channel partners are kept in the sales cycle for our on-demand product, something they have been left out of by many other on-demand vendors. Additionally, the combination of our solutions with Microsoft Dynamics CRM 3.0 delivers the only complete CRM solution available to address the full cycle of sales, marketing and customer service operations.

TechAddress:  What are some of the main features?

Neocase:  The concept of collaboration lies at the foundation of our approach to customer service. Collaboration ensures that customer requests are handled not only in the context of the help desk or customer service department, but also allows smart agents to work in real-time with other departments such as sales, marketing, supply chain, accounting as well as with external partners to utilize their efficiencies and achieve faster case resolution.

Our completely collaborative customer service platform is comprised of seven modules that work well individually and, when used together, function synergistically for faster case resolution. These seven components include a collaborative platform; Self-service Portal which allows for 24/7 online service access by the customer; a Partner Center which enables external partners to contribute to case resolution; Service Level Agreement (SLA) module; Knowledge Base containing extensive online library of past cases and case resolution information; Field Services module to dispatch field services agents through geo-localization; and a Reporting and Dashboards module.

TechAddress:  Who’s your target customer or audience?

Neocase:  Given the flexible implementation structures we offer, our target customer-base includes both SMBs as well as large enterprises. This includes global companies in a variety of industries including high tech, financial services, retail, hospitality and healthcare.

TechAddress:  Any new things in particular that you’re working on right now?

Neocase:  We’re always looking for ways to improve our technology for both the companies who implement Neocase’s solutions and the customers that they in turn service. We’ve recently been elaborating on our collaborative work with Microsoft in anticipation of their pending Titan upgrade later this year. We’re also continuing to expand upon our partner base and join forces with companies whose business practices align with ours, as well as heighten awareness regarding our on-demand offering.

TechAddress:  Where do you see your company heading in the future?

Neocase:  A main focus right now is on building out our worldwide presence in bridging our established product, customer base and success to date in Europe with our relatively new presence and growth in the U.S. We’ve brought together a top U.S. executive team since our launch stateside in early 2006 which should help in penetrating the U.S. market and becoming a truly international entity.

TechAddress:  Any negative feedback or criticism regarding technology and services?

Neocase:  One of the hardest things in the industry we’re in is being able to meet the needs of three different groups: enterprises, their partners and their customers. This creates a diverse base of needs, so in response we strive to take the feedback we receive from these different parties and incorporate it into our offerings.

Many people also believe that CRM is too crowded of a space to successfully break into, but the reality is that there are very few players in the industry that offer a truly comprehensive customer service solution, and that’s the gap in CRM that Neocase is looking to fill.

TechAddress:  So what would you say is the guiding principle behind your company?

Neocase:  From day one we’ve always been completely focused on the customer. While CRM is intended to boast a superior understanding of customer behavior, somehow the customer’s voice often gets drowned out of the equation. Neocase has a history of more than 15 years in the customer service business thanks to Supporter (our parent company), so we are fortunate to have this experience to make our products totally unique in our understanding of our customer’s needs.

TechAddress:  What is the mission of your company and what are you bringing to the market that is innovative?

Neocase:  We aim to help companies make the move from simple case management to complete, personalized customer care. Neocase redefines the customer service function by empowering the agent in a way can serve as a key competitive differentiator and bring the focus back to the customer, resulting in higher quality of service, new revenue opportunities, a substantial reduction in operating costs, and increased customer satisfaction and loyalty. Because the element of "customer" serves as the cornerstone of our products, it also rests at the core of how Neocase aims to treat its own customers.

TechAddress:  Where are you in terms of funding and your lifecycle?

Neocase:  In October 2006 we closed our series B round of funding, supported by Iris Capital. Iris Capital is a pan-European venture and development capital company specializing in media, communications and information technology.

Neocase’s first round of venture funding came from Caisse des Dépôts. Caisse des Dépôts is a state-owned financial institution that performs public-interest missions on behalf of France’s central, regional and local governments. It also manages substantial portfolios of shares in listed companies, private equity investments and real estate assets.

France-based Supporter S.A. provided the initial financial support during the company’s inception. Since 1990, Supporter has remained a major player in the field service and customer service markets.

TechAddress:  If your technology or service is not formally launched yet, when’s the launch date? If you have already launched, when was your launch date?

Neocase:  We formally launched Neocase 10 in the U.S. in May 2006.

This entry was posted on Tuesday, April 3rd, 2007 at 5:20 pm and is filed under TechAddress, Technology, microsoft, software, online business, startup, Sales and Marketing, software-as-a-service, web2.0, salesforce, Web2.0 Startups. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.