CRM Application For Sales/Support Enables Shared Web-Based Dialog

Compiled ByDeborah Austin A new multi-channel Web-based sales and support application -- TightLink Service 3, from TightLink Corp. -- is designed to help agents, customers, partners, suppliers and employees collaborate to quickly solve multi-party, multi-level service issues. TightLink Service 3 components include:

• Collaborative case management -- with roles-based views and sub-case capabilities;
• Collaborative workflow -- a workflow engine involving various parties in appropriate steps;
• True universal channel;
• Cross enterprise reporting;
• Service level agreements -- proactively engaging participants;
• Customer management -- hierarchical and flexible information capture;
• Employee and partner management;
• Integrated knowledge management;
• Administration;
• Configuration tool -- to adjust configurations as business requirements change.

With "configure -- don't code" architecture, its applications usually are running in a matter of weeks, not months, says TightLink, a Berkeley, Calif., provider of collaborative sales/service applications.