Automated Solution Helps Customers Optimise Service Levels across Physical, Virtual and Cloud Infrastructure while Minimising Technology Ownership Costs

Old Amersham, Buckinghamshire -- (SBWIRE) -- 09/23/2011 -- Nimsoft today announced Nimsoft Monitor for SAP, an automated solution that enables customers to optimise service levels across physical, virtual and cloud environments while reducing their technology ownership costs.

Nimsoft Monitor for SAP extends the comprehensive insight of Nimsoft Monitor to core SAP events and components including SAP NetWeaver, SAP ECC, ABAP and Java. It also features a built-in, updateable knowledgebase of key performance indicators (KPIs) and associated best-practice thresholds to help administrators proactively address potential issues and quickly identify and resolve problems before they impact service levels. When used in conjunction with other Nimsoft Monitor products, it enables customers to gain a unified view into the networks, servers, databases and storage supporting SAP.

AGENTIL, a certified SAP Service Partner and Nimsoft Unified Management Alliance member, combined its deep knowledge of SAP with the powerful Nimsoft Unified Manager architecture and APIs to develop the solution.

"Years of hands-on experience taught us how to implement and maintain high performance SAP systems," said Jean-Francois Lauri, CEO of AGENTIL. "By embedding this knowledge into Nimsoft Monitor for SAP, customers can increase their operational efficiencies and overall SAP performance."

Litasco, the trading arm of LUKOIL, one of the largest oil companies in Russia, is using Nimsoft Monitor to maintain the performance and availability of its SAP infrastructure. "Nimsoft Monitor allows us to construct a simple web-based business management dashboard to see and manage SAP incidents and service availability," said Jean-Christophe Massotte, CEO of LUKOIL Technology Services Geneva. "This visibility helps us reduce the risk of downtime so we can keep employees productive and avoid trading market failures."

Nimsoft Monitor for SAP users gain:

• A unified view of SAP and associated network, server, database and storage components to facilitate collaboration and accelerate troubleshooting

• Simple template-based configuration to automate deployment across multiple SAP landscapes

• An agent-less design to provide non-intrusive and secure collection of KPIs

• A growing knowledgebase of best-practice monitors and SAP transaction templates and thresholds

"Enterprise SAP environments have become highly dynamic due to both increasingly volatile business conditions and today's extensively virtualised IT infrastructure," said Chris O'Malley, Nimsoft CEO. "The SAP monitoring application and Nimsoft Monitor empower customers to stay on top of these dynamic SAP environments so they can achieve superlative service levels while driving down management overhead."

Nimsoft Monitor is a component of Nimsoft Unified Manager, a multi-tenant IT Management-as-a-Service solution that combines industry-leading infrastructure monitoring and ready-to-use ITIL-based service management.

About AGENTIL
Founded in 2006, AGENTIL works with clients to design, build, integrate, manage, and optimize SAP and IT Service Management systems. The company's expertise in managing SAP and other IT environments helps global 500 clients to improve productivity and increase operational efficiency. A Nimsoft Unified Alliance Partner, AGENTIL also provides a comprehensive SAP monitoring solution that gives customers a unified view of SAP and associated networks, servers, and databases.

About Nimsoft
Nimsoft provides integrated, IT management as service solutions for businesses and service provider customers globally, including 1&1, CDW, SoftLayer, SunGard Availability Services, Sur La Table, TriNet, and Virgin America. The company's Nimsoft Unified Manager is an industry-leading solution that helps organizations easily monitor and manage IT services in increasingly complex business environments. Nimsoft solutions integrate with existing resources from the data center to the cloud, and are available on a pay-as-you-go basis. For more information, visit http://www.nimsoft.com.

Legal Notices
Copyright © 2011 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. Nimsoft is a trademark of Nimsoft Inc. All other trademarks, trade names, service marks and logos referenced herein belong to their respective companies. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

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i-Supply 7.6 adds supplier support, order management, low turn goods, forecast history and integration support to help suppliers cut costs, streamline processes and meet customer service goals.

London, England -- (SBWIRE) -- 09/22/2011 -- CDC Software Corporation (NASDAQ: CDCS), a global provider of enterprise software applications and services, today announced CDC TradeBeam i-Supply 7.6.

This latest version of CDC Software's cloud collaborative inventory management solution improves supply chain visibility to help minimise risk, reduce the need for emergency shipments and improve order accuracy and lead time. i-Supply helps supplier to cut costs, streamline processes and meet customer service goals.

CDC TradeBeam i-Supply 7.6 is delivered on a software-as-a-service (SaaS) platform. This enables manufactures to give their suppliers real-time visibility into forecasts and inventory status, such as: what is on-hand, has been used, ordered, shipped and received, as well as real-time exception notifications.

The new version extends support to supplier plants that produce and assemble products with lower inventory turns and longer lead times. Typically, these suppliers are located far from the manufacturer, often in the medical device manufacturing industry. Other new features include enhancements in the following key functional areas: order management, low turn goods, forecast history and integration support including Average Daily Use and Forecasted Daily Use and outbound EDI Advance Shipping Notice messaging.

"i-Supply provides manufacturers and their suppliers with improved supply chain visibility. This helps to increase the efficiency of their supply chains, mitigate risks and reduce costs," said William Green, president of CDC Software's cloud product line business. "The latest version of i-Supply further advances collaboration between manufacturers and their suppliers so they can balance costs better; provide service on a daily basis and ultimately improve their bottom lines."

TradeBeam's i-Supply features easy-to-use dashboards that provide real-time views of inventory, shipping, receiving and related supply chain data; multiple inventory replenishment models supporting both push and pull models, or any combination including Kanban, min-max, discrete order or other consumption or schedule-driven processes and support for lean order scheduling. The user interface supports 11 languages that include Chinese (simplified and Traditional), English, French, German, Korean, Japanese, Spanish, Portuguese, Italian and Romanian.

CDC TradeBeam also includes global trade management solutions that include import and export compliance, shipment tracking, supply chain event management and global trade finance.

About CDC Software
CDC Software (NASDAQ: CDCS), The Customer-Driven Company™, is a global enterprise software provider of on-premise and cloud deployments. Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blended-hybrid deployment offerings. CDC Software's solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-Commerce, human capital management, customer relationship management (CRM), complaint management and aged care solutions.

CDC Software's acquisitions are part of its "integrate, innovate and grow" strategy. Fueling the success of this strategy is the company's global scalable business and technology infrastructure featuring multiple complementary applications and services, domain expertise in vertical markets, cost effective product engineering centers in India and China, a highly collaborative and fast product development process utilizing Agile methodologies, and a worldwide network of direct sales and channel operations. This strategy has helped CDC Software deliver innovative and industry-specific solutions to approximately 10,000 customers worldwide within the manufacturing, distribution, transportation, retail, government, real estate, financial services, health care, and not-for-profit industries.

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Demand for proven CRM and customer complaint management solutions opens up pan-European revenue opportunities for successful UK business

Old Amersham, Buckinghamshire -- (SBWIRE) -- 08/22/2011 -- CDC Software, the supply chain and customer complaints and feedback management solution provider for major brands including Argos, Barclays Bank, British Airways and Page & Moy, is growing its Europe business with the expansion of its sales offices in Germany, France, Spain and Belgium.

This announcement follows quarter-on-quarter sales growth for CDC Software's flagship CRM and manufacturing process management solutions including CDC Respond, Pivotal CRM, Ross ERP and i-Supply. The development of this strong pan-European sales network will enable CDC Software to support the local and international CRM and customer management needs of independent businesses and global brands.

According to Paul Elswood, managing director for CDC Software, UK, Ireland & Benelux; "The market for customer management solutions is higher than ever in Europe. Our solutions have been developed in partnership with our customers and thus are proven to make customer service a competitive differentiator at all points in the supply chain."

Thomas Zanzinger and Edouard Agon have been brought into CDC Software to manage growth in the DACH region and France respectively and Martin van Werrf is tasked with growing sales in the Benelux region. The remit of CDC Iberia is extending into central and Eastern Europe.

"Whilst the demand for CRM solutions is growing, the local and cultural needs of each country vary considerably and can't be ignored. The basic principles of good customer service are to listen to, understand and respond quickly to customers. Therefore it's vital for CDC Software to have dedicated sales and support offices in each country so we can do just this," explained Thomas Zanzinger, newly appointed managing director of CDC Software GmbH.

Thomas, Edouard and Martin are well-placed to succeed. Each has established supply chain and customer management experience in the local country and internationally. With the support of their respective sales teams, each executive is already meeting the needs of existing customers and is working with prospective customers from all sectors, but with particular focus on food & beverage; financial services; manufacturing and retail including on e-commerce.

For more information visit http://www.cdcsoftware.com

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Customer service executives agree that common processes are needed to ensure consumers, retailers and service providers benefit from well managed customer complaints

Old Amersham, Buckinghamshire -- (SBWIRE) -- 08/18/2011 -- CDC Software and Mathew James Customer Care Solutions, the independent customer service consultancy, today announced the need for a common set of customer complaint and feedback management processes* to provide a benchmark for all customer-facing businesses.

A year-long complaints management process study by CDC Software revealed that a high percentage of service providers still fail to recognise how business-critical the data generated during the customer complaints process is to the future success of their business, and the loyalty of its customers.

This drive for best practice follows Ofgem's statement last week calling for gas and electricity providers to address poor complaint handling and comes just weeks after the Financial Services Authority (FSA) won compensation for all customers mis-sold payment protection insurance (PPI).

"There will always be complaints," explained Mathew James, director of Mathew James Customer Care Solutions, an independent consultancy providing customer service advice to the retail, financial services and utilities sectors.

"What matters is how a complaint is handled, the speed to resolution and retrospectively how the information gathered from the complaint process is used to put right weaknesses in the business, improve customer communications, reduce the volume of future complaints and equally to develop new revenue generating products and services," continued Mathew James.

Since the PPI administration crisis hit high-street banks earlier this year, over 500 of CDC Software financial services customers have started to, or are considering using, the CDC Respond complaints management and feedback platform to centrally manage all customer complaints, establish and alert the root cause of complaints, to manage the end-to-end resolution process and ultimately to reduce the number of future in-bound customer complaints.

"CDC Respond provides a business with the ability to address all affected and potentially affected customers simultaneously and detail the proposed steps to resolution. Experience proves that the more open a business is with its customers, the more effective the two-way communications becomes. You would not believe how much business-critical information can be gathered from a single customer complaint," explained Mark Chambers, head of solutions consultants at CDC Software UK & Ireland.

A major issue facing businesses is the increasing number of channels through which a complaint can be made. The key to successful complaint management is to quickly establish trends and understand the common issues before they become wide-spread or public. The only effective way to do this is to have a centrally managed, fully automated customer complaints management platform.

Complaints Management Best Practice objective
The objective of the call for common customer complaint and feedback management best practice processes is not just to ensure consumers get a fair deal, but to help retailers and service providers understand the business benefits of listening to and responding to customer feedback.

"There's no such thing as a 'bad' complaint. All feedback provides vital customer intelligence. All intelligence should be analysed and used to continually improve the business, how it communicates with its publics and the experience it provides to its customers. Complaints only become a business issue if the business fails to acknowledge and respond," explained Mark Chambers.

*Proposed Best Practice
1) Culture. Look at customer complaints as highly targeted business intelligence and use root cause analysis to improve the business, increase brand value, reduce complaint volume and to cross-sell products and services.
2) KPIs. Understand that badly set KPIs hamper the quality of complaint resolution. Good complaints management is about the quality and effective resolution of each complaint, not, for example, the number of calls handled.
3) Technology. The right technology will revolutionise customer service. An intuitive, easy-to-use and informative customer management platform will "listen" to the customer and "tell" the business what it is doing right and where it is going wrong!
4) People. Customer service personnel are the face of the business. They form customer opinions. It is vital to have the right people in place and they must be trained and empowered.
5) Trends. Monitor trends to ensure the root cause of repetitive complaints is established and processes put in place, or new services developed, to avoid unnecessary customer complaints and ensure future customer satisfaction.
6) Social media. Businesses need to understand the speed and breadth of information flow and be pro-active. Monitor activity, anticipate issues and pro-actively communicate using the preferred channel of each customer group.

"The speed and efficiency with which a company resolves a complaint makes a significant difference to its reputation. If it's open and pro-active a customer regains control. The more in control a customer feels, the happier they are. The happier a customer is, the easier it is to reach an acceptable resolution," concluded Mark Chambers, CDC Software UK & Ireland.

About CDC Software
CDC Software (NASDAQ: CDCS), The Customer-Driven Company™, is a hybrid enterprise software provider of on-premise and cloud deployments. Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blended-hybrid deployment offerings. CDC Software's solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-Commerce, human capital management, customer relationship management (CRM), complaint management and aged care solutions.

CDC Software's recent acquisitions are part of its "acquire, integrate, innovate and grow" strategy. Fueling the success of this strategy is the company's global scalable business and technology infrastructure featuring multiple complementary applications and services, domain expertise in vertical markets, cost effective product engineering centers in India and China, a highly collaborative and fast product development process utilizing Agile methodologies, and a worldwide network of direct sales and channel operations. This strategy has helped CDC Software deliver innovative and industry-specific solutions to 10,000 customers worldwide within the manufacturing, distribution, transportation, retail, government, real estate, financial services, health care, and not-for-profit industries. For more information, please visit http://www.cdcsoftware.com.

About Mathew James Customer Care Solutions Ltd
Supporting the business in understanding and delivering customer best practice within the FSA regulated PPI complaints arena. Managing a small team of expert complaint handlers in proactively reviewing selected PPI complaints; ensuring the FSA principles of 'Treating the Customer Fairly' are central to all practices, procedures and policies. Providing structure, consistency and the application of FSA complaint handling requirements within the proactive PPI review exercise. Providing expertise to the business in process and procedural design, embedding the FSA principles of 'Treating the Customer Fairly' into action and culture. For more information email mj@customercaresolutions.org.uk

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