Adoption of Neocase 10 in France and Italy reflects growing global demand for Neocase€™s collaborative customer service solutions
San Francisco, Calif., December 6, 2006 €” Neocase Software, a world leader in customer service software solutions, today announced that Global Refund has selected Neocase 10 to reshape the company€™s client services in France and Italy.
Global Refund is a market-leading supplier of financial services for merchant markets€™ interactions with foreign customers, running over 200 international Cash Refund offices across four continents. Neocase 10 helps worldwide enterprises such as Global Refund to improve efficiency, reduce costs, and elevate the level of service provided to customers.
Global Refund works on behalf of more than 230,000 merchants worldwide to manage all administrative and financial operations relating to tourist tax refunds and dynamic currency conversion services. In serving over 30,000 travelers on a daily basis, they produce tax refund slips, verify their validity and provide reimbursements in cash or by mail.
In an effort to better respond to the needs of its international clientele, Global Refund required a solution that would bring more intelligence and collaboration to the customer case management process. Global Refund selected Neocase to help improve its speed and efficiency in managing inquiries and assessing the quality of customer service.
€France is the number one tourist destination in the world, hosting 76 million visitors a year. Of these travelers, 14 million are non-EU residents and therefore qualify to receive a tax refund,€ explains Julie Weinberg, tourist relations manager with Global Refund France. €This traffic represents a huge number of potential calls which Global Refund€™s hotline needs to be able to manage. In order to ensure quality service in both France and Italy, we opted for Neocase 10 after being won over by its intelligence and web collaboration capabilities.€
Neocase arms companies with a definitive competitive advantage in maximizing the productivity and quality of customer service operations through collaboration, knowledge management, self-service, partner center capabilities and advanced workflow management. Designed for quick implementation, easy use, and optimized for Microsoft Dynamics CRM 3.0, Neocase can be deployed either on-demand or on-premise.
€Neocase couples extensibility with ease-of-use to offer comprehensive software applications that facilitate efficient responses to our customer service inquiries,€ added Corinne Goetz, director of operations with Global Refund. €Because it can be used in both French and English, Neocase 10 allows for better information flow internationally and is extremely flexible in adapting to some of our trade specific interface needs.€
€Global Refund is a truly global entity, and its adoption of Neocase 10 reflects the increased awareness and acceptance of our offerings on the international stage,€ said Herve Pluche, CEO of Neocase. €The flexibility and short implementation phase of our multilingual solution makes us an ideal partner for businesses who place customer service at the core of their operations.€
Global Refund€™s deployment of Neocase 10 is expected to roll out to additional countries in upcoming months, further validating the successful reception of Neocase Software in the worldwide CRM and customer service marketplace.
Global Refund provides administrative and financial services in order to reimburse foreign nationals after shopping in Europe (clients who are non-EU residents, but also diplomats or FFSA). Present in 34 countries and on 4 continents, the company performs over 25,000 tax reimbursements a day. Its logo €Tax Free Shopping€ is recognized by more than 65% of all eligible travelers and more than 4500 hotels, airport shops and individually owned businesses use its €First Currency Choice€ service.
The company has a network of more than 700 reimbursement locations and has more than 190,000 affiliated businesses throughout the world. More information is available at www.globalrefund.com
Neocase Software is leading the charge in the customer service market segment. Neocase has been producing superior customer service software for more than 15 years. Created in a call center environment, Neocase delivers customer service management solutions that enable organizations to implement advanced customer service and support best practices. Neocase brings customer care to a new level by giving customer service agents the power to access expertise anywhere in a company or to collaborate with external partners for tailored case resolution. Neocase markets its products through a global network of established partners. Neocase Software is a privately held company with offices in Europe and the United States.
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Brett Weiner or Jeremy Frank