Awareness Enhances Customer Experience with Integration to Leading CRM Systems
Integration with RightNow Technologies and Salesforce.com Enables 360-degree views of community members
Waltham, MA — September 2, 2009 — Awareness, Inc., the leading provider of on-demand social media marketing software, today announced integration from its Peer Support Best Practice Community to leading CRM systems.
Awareness' Peer Support BPC allows community members to get assistance from other members and benefit by getting quick answers to support issues directly from their peers. Brands benefit by reducing costs associated with higher priced support channels (like phone and email) and facilitating a positive customer experience. Extending peer support communities to allow organizations to assign, route and prioritize support issues as they arise, while tying the details back to a single customer record, is a critical requirement for most brands. To meet this need, Awareness has integrated with leading CRM solutions—specifically RightNow Technologies, Salesforce.com and Clarify—to support customer service issues that originate within a peer support community and can be escalated.
Issues raised within a Peer Support community are routed directly to a CRM/trouble ticket system (as defined by the community administrator) for immediate follow up by a customer service representative. This ensures issues are resolved in a timely fashion and users benefit from an enhanced customer experience.
The integration is based on Awareness' standard integration framework and additional integrations are planned with other CRM solutions, including NetSuite and SugarCRM, in the coming months. The Awareness widgets and API allow for further development of the platform through the ability of other community developers. The framework gives developers the tools to mold the community and it's features to fit their needs.
"We're excited to be offering our customers another way to enhance customer experience," said David Carter, CTO and Co-Founder of Awareness."We've incorporated the integrations into our peer support community, so clients who are using CRM to handle support requests can utilize the service out of the box."
For more information on Awareness' integration framework and details on our integrations with leading CRM systems contact us at www.awarenessnetworks.com.
Interested in learning more or seeing the Hub in action?
Information and Demos
- Register to attend one of our live demos of the Awareness Social Marketing Hub
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About Awareness
Awareness is the leading provider of enterprise-class, on-demand social marketing management software (SMMS) for marketers to publish and manage social content, engage with their audience and measure the effectiveness their social media activities across multiple social media channels. The Awareness Social Marketing Hub is built upon Awareness' expertise with some of the world's leading brands and marketing agencies including MLB, Sony Pictures, Comcast, Likeable Media, Associated Press, Cox Communications, Mindjumpers and American Cancer Society.
Backed by NorthBridge Venture Partners, Awareness is headquartered in Burlington, Massachusetts.
About The Awareness Social Marketing Hub
The Awareness Social Marketing Hub is built to address the challenges marketers face managing multiple social channels. The Social Marketing Hub is the first enterprise-class application for serious marketers who want to plan, implement and measure meaningful social media strategies across the organization.
Media Contact
Mike Lewis
Phone: 781-270-2400
mike.lewis(at)awarenessnetworks(dot)com
Twitter: @bostonmike and @awarenessinc
