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Inventa Designed and Developed New Online Customer Support System for Cadence
REDWOOD SHORES, Calif.--(BUSINESS WIRE)--Jan. 8, 2001--Inventa,
an Internet professional services firm providing business-to-business
(B2B) e-commerce solutions, today announced the completion and
successful launch of the latest completely redesigned version of
SourceLink®, an online customer support system at Cadence Design
Systems, Inc. The system, engineered by Inventa, sets a new standard
for online customer care in the competitive world of electronic design
automation.
Looking to enhance customer satisfaction and reduce operating
costs, Cadence® saw an opportunity to leverage the latest Internet
technologies and redesign its customer support application,
SourceLink. They wanted to make it more user friendly, provide easier
access to its comprehensive knowledge-base, and allow customers
worldwide to obtain extensive customer support online, 24 hours a day,
7 days a week.
``Our customers are typically engineers who want to obtain answers
to their questions quickly and efficiently without the need to call a
helpdesk,'' said Cindy Schott, director of customer support at Cadence.
``We needed a robust, scalable system that would enhance overall user
experience, increase customer satisfaction, and lower operational
costs. But we didn't have the resources available in-house to build
such a complex system, and time-to-market was critical. That's when we
turned to Inventa, who had a proven track record of building customer
support systems using the most advanced technologies available.''
Inventa began working closely with the Cadence team in February
2000, defining the architecture and functionality for the new system.
The system was subsequently developed and launched in less than 6
months, and included integration with Siebel and the existing Inventa
built entitlements rules engine and workflow system.
The new system is easy to use, and puts the power of information
in the hands of Cadence customers. The new SourceLink offers customers
a variety of innovative and easy to use features that include: a new
search interface; vastly expanded self-serve knowledge-base;
self-service case management including case submission, improved
escalation management, and real-time case status; site personalization
with ``My SourceLink''; proactive notification of product and release
news; support agreement expiration reminders; and configuration
management features.
``Our customers love this system,'' said Schott. ``In the first
month, 600 new customers have signed up for the service, and we're
getting great feedback. Inventa met and exceeded our expectations.
They are a top-notch firm, with world-class expertise in building
complex business-to-business systems, on time, and on budget.''
In addition to increasing customer satisfaction and building a
sense of community among its customers, Cadence expects a significant
reduction in operating costs as more and more customers opt for the
convenience of self-service online.
``Cadence is the leader in its field, and with this kind of
commitment to customer service, it's easy to see why,'' said David
Lavanty, President and CEO of Inventa. ``This new system sets Cadence
far apart from its competition. Inventa's extensive expertise
designing integrated eCRM solutions was perfectly matched to tackle
the complex challenges the new SourceLink presented. We look forward
to continuing our relationship with Cadence.''
About Inventa
Inventa is an Internet professional services firm, providing
business-to-business (B2B) e-commerce solutions to Global 2000
companies and emerging digital businesses. Inventa delivers value to
its clients by rapidly architecting, engineering, integrating, and
supporting Internet-enabled business solutions that optimize their
customers' position in the supply chain. Established in 1993, Inventa
employs over 250 people and has offices in the San Francisco, Chicago,
New York, and Philadelphia areas. Clients include ADP, Amkor, Cadence
Design Systems, ePolicy.com, GoTo.com, Portera, Pure Markets, Siemens,
and Sun Microsystems.
All trademarks mentioned herein are the property of their
respective owners. Copyright 2000 Inventa Technologies.
Contact:
Inventa
Yvette Dainton, 650/413-1212
ydainton@inventa.com
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