QueWeb Replaces Existing Legacy CRM System with a Web-Enabled Open Source Platform for World’s Leading Manufacturer of Agricultural and Forestry Equipment
PRINCETON, NJ – January 9, 2007 – Queplix (www.queplix.com), a leading provider of commercial open source software for customer care, today announced that its flagship solution, QueWeb Customer Care, has been in successful production for more than three years at John Deere, the world’s leading manufacturer of agricultural and forestry equipment; a leading supplier of equipment used in lawn, grounds and turf care; a major manufacturer of construction equipment and engines used in heavy equipment; and a provider of financial services and other related activities that support its core businesses.
QueWeb enabled John Deere to migrate its existing Dealer Technical Assistance Center (DTAC) from a legacy system to a web-based platform, while still preserving all customizations, core functionality, and the look and feel of its previous application.
John Deere’s DTAC is used across the company’s Agriculture, Construction & Forestry, Commercial & Consumer Equipment, and Power Systems divisions to support a global network of nearly 8,500 dealers, their field service technicians and Deere DTAC analysts. Users can directly track equipment trouble tickets, search for customer support history, and find documented solutions to product problems via the DTAC in multiple languages.
DTAC was originally built on the Quintus eContact software, which later became Avaya’s Interaction Center (AIC) Business Application suite. When Avaya discontinued its line of business applications, John Deere sought to move the system to a more versatile and enduring web-based platform. The company also wanted the new solution to be Java-based to ensure the stability, extensibility, and longevity of the DTAC system.
“After evaluating several vendor solutions, we found that Queplix’s QueWeb software best met our key requirements, and offered a platform for future growth and scalability. At the same time, its open source design meant that we could keep development and intellectually property internal to the company,” said Al Reagan, Manager of Customer Support IT for John Deere. “Another benefit of QueWeb was its ability to completely replicate our previous system on a more flexible, web-based platform – from the core functionality, to our existing data, to the user interface – making the transition for our dealers virtually seamless.”
Following the successful deployment of DTAC solution, John Deere has since expanded usage of QueWeb in multiple internal and external customer-facing departments, making QueWeb Customer Care a universal solution for John Deere to utilize across its worldwide enterprise.
QueWeb is a web-based customer care application for companies to deploy enterprise-grade contact centers, help desks, and various eService capabilities. QueWeb is fully customizable and configurable, so users can meet 100% of their business requirements right out of the gate – and continue to meet them as the company and its processes evolve. Built on Java 2 Enterprise Edition (J2EE) with a thin-client architecture, QueWeb can be installed in virtually any IT ecosystem. Whether it is a new installation or legacy conversion, QueWeb allows companies to bring their infrastructure up-to-date with new operating systems, databases, back-end hardware, and more. Queplix consulting department also assists in upgrading customers’ enterprise infrastructures in conjunction with QueWeb deployments. QueWeb is the only commercial open source customer care product designed for the enterprise, and has the largest install base of all open source products in its class.
Queplix offers a suite of software tools and professional services to help companies deliver superior customer care with contact centers, help desks, and eService. Its flagship product, QueWeb, is a web-based customer care application that is uniquely designed to be deployed as a stand-alone solution, or to convert entrenched legacy CRM applications from Avaya, PeopleSoft, Quintus, Siebel, and Vantive to its open source platform – while preserving existing custom business rules, historical data, and user interfaces. QueWeb allows for tight integration with back-office and other enterprise systems through the latest technology. QueWeb is used worldwide by such leading corporations as John Deere, Hewlett Packard, Sony Ericsson, Telcordia, and Norfolk Southern. For more information, visit www.queplix.com.
All brands and names mentioned herein are trademarks of their respective holders.