Bottom line: Seamless front to back-end customer service
GoldMine FrontOffice 2002 integrates account management, sales force automation and marketing automation with call center software. This means that your external service and support desks are able to deliver a single, complete view of your customers. Here's how it works:

Smarter software...
GoldMine FrontOffice 2002 combines GoldMine® Sales and Marketing, GoldMine® Service and Support and GoldMine® Management Intelligence to deliver an easy-to-use CRM solution. GoldMine® Management Intelligence allows medium-sized organizations to improve planning and create best practices usually only available to the big guys. GoldMine® addresses all the facets of customer relationships by allowing sales, marketing, service and support teams to share account information and communicate in real time. This way, everyone in your organization knows a customer's habits and history.

And just to make things easier for you...
The GoldMine® Sales and Marketing, as well as GoldMine® Service and Support, components of GoldMine FrontOffice 2002 can be separately licensed to address specific needs or licensed as one suite to provide a total CRM solution.

One view... looking good!
What happens when a customer complains to the wrong department and the information falls through the cracks? Don't even think about it! Let GoldMine FrontOffice 2002 mastermind a fully integrated CRM solution that delivers vital customer information to your entire team. This product provides easily viewed customer profiles to your sales, marketing and support teams, so critical actions and follow-up activities can be shared at a glance. Not only are complaints addressed at the speed of byte... but opportunities for upgrades or up-sells can be answered before the knocking stops.

All this and more...
GoldMine FrontOffice 2002 manages every facet of client relationships... brilliantly. Imagine how sales and marketing team would benefit from an integrated application of Opportunity Management, Territory Realignment, Forecast and Quota Analysis. Sound good? Just wait until you use it. When GoldMine® combines a Marketing Encyclopedia System, Web data importing and Leads Analysis, it delivers an incomparable management standard.

Want more?
GoldMine FrontOffice 2002 also offers standard contact management functions: everything from scheduling to email to print/fax merging. Want to customize the fields and screens? Done! How about easy reporting on database information? Flexible license configuration? Client/server database support? GoldMine FrontOffice 2002 has it all.

Thinking out of the box... with Quick Start Wizard
GoldMine® Service and Support offers the Call Management functionality you'd expect from complex enterprise systems in a single, easy-to-use application. And you get it at a fraction of the usual cost. Want some frosting on this cake? Out-of-the-box, the GoldMine® Quick Start Wizard provides support centers with industry-best practices that can be customized for your environment- instantly. And there's no programming required, so you'll be up and running quickly.

Bottlenecks? The Business Process Automation Module uses customizable templates that can identify actual or potential bottlenecks. And easy-to-use, wizard-driven functionality makes successful support center management a reality.

Knowlix … the ultimate solution
Knowlix optimizes problem resolution by making information rapidly available. Natural language search capabilities, simultaneous searching multiple KnowledgeBases, and the ability to capture and share new solutions are a few of the key benefits Knowlix provides.

KnowlixWeb
KnowlixWeb gives both customers and internal support agents rich Internet searching and access to knowledgebases with on--the-fly HTML conversion. Support operations can manage gigabytes of constantly changing data without the administrative burden of managing thousands of HTML pages. Best of all: agents and customers can access the knowledgebase using all popular web browsers.

KnowlixBuilder
KnowlixBuilder is an easy-to-use knowledge conversion toolkit that makes it simple to collect knowledge from many different sources and file formats -- and to combine the content into a single knowledgebase.

KnowlixAuthor
KnowlixAuthor is a powerful, easy-to-use knowledge-authoring product for support professionals who are responsible for installing and maintaining a knowledgebase. KnowlixAuthor offers administration tools to check newly created support knowledge, add graphics, assign access rights and circulate content for approvals. KnowlixAuthor is ideal for maintaining the quality of internal knowledgebases and for preparing solutions to share with customers, prospects and partners outside of an organization.

THINK... about GoldMine® Management Intelligence
GoldMine® Management Intelligence offers managers an easy way to monitor current business conditions. Combining two gold-standard functions: Answer Wizard and Manager's Console, Management Intelligence can help you create automatic problem-solving responses, or proactively control potential trouble spots.

Nothing but straight answers...
The Answer Wizard generates reports in a "question tree" format that allows you to isolate report data geared to specific needs. The Answer Wizard will also suggest related questions that support the original inquiry.

Making a manager's life easier...
GoldMine® Manager's Console displays key business metrics in the Sales and Marketing or Service and Support environments. Managers can monitor call volumes, sales quotas, or other vital activities in their departments. Manager's Console also can respond automatically to pre-determined thresholds, alerting supervisors to problems or scheduling staff activities to resolve them.

Great Connectivity ... the GoldMine® Everywhere Server
With the GoldMine® Everywhere Server, users of GoldMine FrontOffice 2002 can access customers, calendars, and key sales, service and marketing information in real time... from any remote location. GoldMine® Everywhere Server extends Windows from the web to wireless... by combining GoldMine® Everywhere Web, GoldMine® Everywhere for the Palm VII Handhelds, and GoldMine® Everywhere Thin Client.

Three stages of a customer life cycle...
Life-long relationships evolve from the intelligent management of three stages in a customer's life cycle: Prospecting, Selling and Supporting. GoldMine FrontOffice 2002 provides a keyboard-full of tools to help your organization effectively manage every stage.

1. Prospecting
How can marketing professionals target those most likely to buy their products? By using the Sales and Marketing component of GoldMine FrontOffice 2002. It easily creates reports on key customer characteristics and cultivates fields of "hot" prospects. Then, precisely targeted direct mail, email or faxes can be launched, as well as advertising in relevant publications.

Knowledgebase? Absolutely.
The GoldMine® InfoCenter offers an online knowledgebase of recent campaigns, current materials or special offers for the entire organization to share. It also lists procedures for tracking specific campaigns. Fingertip access to this information keeps everyone in the loop, providing a consistent evolution of customer relationships.

Mining from the Web
When advertising attracts prospects to the Web, keep them clicking with useful information. Then ask them to indicate the products or services they like, along with their names, addresses and phone numbers. The GoldMine® Web Data Capture collects this information to create profiles of potential customers - automatically. And, instead of merely reporting the number of hits the site receives, Web Data Capture delivers precise lead information.

Leads Analysis
As teams receive leads from various campaigns, responses can be tracked and analyzed to determine which media or messages were most effective. Marketing can even track the volume of sales generated as a result of their efforts. This sharply focused information invigorates the sales cycle and fuels business growth. Using GoldMine® Sales and Marketing as its tool, the sales team can build new relationships and increase revenue.

2. Selling
With GoldMine® Sales and Marketing, the sales team can spend less time on administrative duties and more time on selling. The Opportunity Manager offers an overview of the sales pipeline -- including a graphical sales funnel for easy analysis. Sales managers also can create templates that prompt sales personnel on every step to closing a sale. The result? Teams focus on the customer rather than the sales process itself. Go team!

Automated Processes further increase the sales team's effectiveness by completing repetitive follow-up activities. This leaves more time for the personal touches that build and maintain strong business relationships. Sales representatives can create personalized letters, faxes and emails that automatically are sent to prospects or customers.

E-Sell, E-Sell, E-Sell!
Email is now an important sales channel -- and the GoldMine® Email Center provides one-stop access to multiple email accounts. Features include: Outlook messages; functionality for creating auto-replies or handling procedures for specific types of messages; and custom folder creation for filing separate categories of messages.

GoldMine® Management Intelligence makes it easy for managers to generate reports and adapt strategies or procedures to meet situations as they arise. Using the GoldMine® Answer Wizard, a manager is prompted by a series of questions to generate reports as easily as clicking a mouse. The Answer Wizard even asks related questions that suggest ways to develop a complete picture.

Manager's Console
Management Intelligence also incorporates the Manager's Console, which displays a heads-up view of key business metrics. Managers can create thresholds such as sales volume, quotas or new leads. If any category falls below an acceptable threshold, Manager's Console can notify appropriate personnel or execute pre-programmed tasks to restore acceptable performance levels.

Streamlining these processes allows the sales team more time for relationship-based selling efforts. As a result, sales goals are more likely to be met or exceeded. By maximizing the sales team's efficiency, GoldMine® Sales and Marketing empowers each salesperson to directly impact the company's success.

3. Supporting
Once the sale is closed, the REAL work begins...keeping the customer happy. That's where the support team steps in. The GoldMine® Service and Support component of GoldMine FrontOffice 2002 is designed to maximize a support team's effectiveness and increase its ability to provide timely, accurate information. The result? Stronger customer relations!

When a call is received, the service representative creates a call ticket using easy automation tools. By freeing the representative to get answers and move on to the next call, hold time and customer frustration are reduced. And, if multiple customers report the same issue, GoldMine® can automatically notify all callers when the problem is resolved.

Customers also can create their own call tickets via the Internet and the GoldMine® Auto Ticket Generator. As soon as a web-based ticket is submitted, GoldMine® acknowledge receipt and begins the support process.

First Level Support offers instant solutions
Service representatives have instant access to answers via GoldMine® First Level Support. This fully customizable, diagnostic knowledgebase distributes fixes, common issues or other call center resolutions. It is an "answer library" that ensures accurate and consistent problem resolution by the support staff.

GoldMine® Service and Support also monitors activities within the call center. If problems or unusual events occur, templates created by the Business Process Automation Module initiate actions for quick resolution.

Are you hitting the mark?
Call center supervisors can use GoldMine® Management Intelligence to monitor team activity and generate reports that analyze trends and rate overall effectiveness. With the Answer Wizard, a manager is prompted by a set of questions to create reports geared to specific topics. Advanced "consultant-in-a-box" technology even suggests related topics to help broaden the manager's perspective.

KnowlixFrontline
KnowlixFrontline is a powerful, easy-to-use knowledge management product for Customer Support centers. KnowlixFrontline integrates seamlessly with GoldMine® Service and Support, allowing customer service agents and technicians to quickly search, capture, and deliver relevant information to callers without disrupting the natural call logging or ticket generation workflow process.

Staying on top of things
The Manager's Console component of Management Intelligence enables any call center manager to monitor key business metrics and set thresholds that, when exceeded, trigger automatic responses. Like what? Well, take call volume, for example. If it exceeds an acceptable level, alarms can notify additional reps automatically to answer calls.