New Neocase CRM Adds Collaboration, Customer Service Perks

The on-demand version of Neocase 10 supports full multi-tenancy, meaning that many VARs and their customers can be hosted securely and independently on shared server infrastructure. The customer-facing view however, will carry the VAR's branding and labeling.

The company focuses on customer service and field services aspects of customer relationship management and is also positioning its wares as an add-on to Microsoft Dynamics CRM 3.0.

Microsoft CRM is stronger in sales and marketing than on customer and field service, said Herve Pluche, CEO of San Francisco-based Neocase. "They have basic case management, web collaboration and customer service….The sales service portal encompasses clients, partners, vendors."

The 14-year-old company itself has roots near Paris, and is depending on VARs and partners for domain knowledge. "We're a software company, we need VAR expertise on deployment. The VAR retains the customer relationship, we provide the on-demand capability."

The perpetual software license runs at less than $1,500 per seat plus 20 percent annual maintenance fee. Pluche expects 50 percent of the offering to sell with Microsoft CRM with that figure falling to 20 to 30 percent long term.

The company is also launching a global alliance program to recruit VAR partners to implement its offerings. Flagship members include BridgeBuilder, DynLink, Interlink Group and Quilogy.

Many of these are also Microsoft Gold Certified partners with expertise in Microsoft CRM.

Rajev Bricksin, vice president of Dynlink, an Arlington, Va., VAR specializing in government accounts, says Neocase 10 fills a need.

"This has true call-center functionality as far as routing and there are also some big customers now using their solution," he noted.

"For new customers needing field service, it has geographic localization, if you have a call coming in it will track where your field people may be and assign the open case to that agent,…for people using CRM, and to expand to the service side. this product enhances services to Microsoft CRM."