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InetSoft Extends Dashboard and Reporting Solution to Customer Service Operations for Salesforce.com Users

by Lyndsay WiseMonday, April 06, 2009

April 6, 2009 - InetSoft, a provider of dashboards and reporting and analysis solutions, announced the launch of an executive dashboard targeted to customer service operations for Salesforce.com users located on the Force.com AppExchange. InetSoft’s sales and marketing dashboards have been available for Salesforce customers since last year. The new dashboards expand their Salesforce integration and enable some of the following key performance indicators to be displayed out of the box:

  • Open cases by status, priority and age
  • Current case load by agent and status
  • Employee performance by cases closed and time to close
  • Overall case open vs. close rate
  • Same day close rates – overall and by agent

In addition, drill through capable reports offered include identifying:

  • Open high-priority cases – summary and detail by owner and case age
  • Exceptions reporting – number and detail of inactive cases

All of these functions can be made available for as low as $50/month and enable organizations to manage their customer service operations out of the box without having to develop dashboards or analytics on their own. InetSoft’s expansion into additional areas within Salesforce gives customers more of a variety of how to apply dashboards within their organizations as well as expands the available uses of such dashboards. 

Below provides and example of what the dashboard looks like out of the box and what can be measured and tracked automatically.

About the Author

Lyndsay Wise is an industry analyst for business intelligence. For over seven years, she has assisted clients in business systems analysis, software selection and implementation of enterprise applications. Lyndsay is the channel expert for BI for the Mid-Market at B-eye-Network and conducts research of leading technologies, products and vendors in business intelligence, marketing performance management, master data management, and unstructured data. She can be reached at lwise@wiseanalytics.com. And please visit Lyndsay's blog at myblog.wiseanalytics.com.


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