The PRWIRE Press Releases http:// 2007-07-23T17:00:00Z auDA chooses Resolve 2007-07-23T17:00:00Z auda-chooses-resolve-as-its-complaints-handling-software auDA, the Australian Domain Name Administrator, has chosen the Resolve software from Beethoven Computer Services to support the growing demand on its enquiries, feedback and complaints handling activities. auDA is the policy authority and industry self-regulatory body for the .au domain space. Since taking over the administration of .au in 2001, auDA has overseen a trebling of the number of .au domain names and significant increases in the number of registrars and resellers. This has resulted in a steady growth in the level of queries and complaints auDA receives. This increasing demand on auDA’s resources – also affected by changes in policy - prompted the organisation to consider ways to streamline its processes. Jo Lim, Chief Policy Officer, auDA, says the Resolve software will enable the organisation to consolidate its knowledge base and provide better service without increasing pressure on its staff. “I believe Resolve will streamline our complaints handling process and will help us bring new staff up to speed far more easily,” Ms Lim explains. For example, auDA will be able to use Resolve to access historical data to answer similar or related queries, making it quicker and easier for staff to consistently provide accurate information. “If we get a complaint along the same lines as one we’ve already actioned, or one relating to an entity we’ve already dealt with, we will be able to refer back to a central database to check how it was resolved,” Ms Lim says. “A lot of the information we provide outside of complaints handling requires standard responses which can be dealt with far more efficiently if there is a central repository in which files and templates are stored.” auDA chose the Resolve software because it fits with the organisation’s non-commercial needs. Beethoven’s long held experience in implementing customer complaint and feedback handling systems to government organisations was also a big selling point for auDA. Ross Allardyce, Managing Director, Beethoven Computer Services, says organisations like auDA are increasingly coming under scrutiny from the public to be made accountable for their actions. “Consumers and businesses expect support from bodies such as auDA,” he says. “By ensuring internal processes are supported by a robust feedback and complaints handling mechanism, service providers put themselves in a far better position towards both the public and the regulators.” The software is due to go live at auDA at the beginning of August. About Beethoven Australian software development company Beethoven Computer Services has been helping clients improve their customer service since 1994. Through its Resolve® software, Beethoven enables Australian government organisations and corporate businesses to better manage complaints, queries and requests for information from first contact through to resolution. Resolve is a registered trademark of Beethoven Computer Services. For more information, visit www.beethoven.com.au Beethoven in tune with customers at annual Resolve User Conference 2006-10-18T13:18:00Z beethoven-in-tune-with-customers-at-annual-resolve-user-conference Beethoven, the Australian developer of customer care software, Resolve, will play host to over 50 clients at its fifth annual Resolve User Conference being held in Melbourne on October 23-24. In the past year, the Melbourne-based software company has experienced significant growth, driven by the successful acquisition of a number of new customers and contracts. Since our last User Conference, weve been growing steadily, says Ross Allardyce, CEO, Beethoven Computer Services. Our team has expanded with a number of new staff and were looking to grow even more over the coming months, while our customer base has increased commensurately. New customers for 2006 include Nissan New Zealand, the Victorian Department of Infrastructure (Public Transport Division), Victorian Taxi and Tow Truck Directorate, Consumer Affairs Victoria, the Commonwealth Department of Immigration and Multicultural Affairs and Moreland City Council. Two major tenders have also been won in Victoria and Queensland for which contracts are still under negotiation. Remarkably, Beethoven has paved a path into the United States, winning the contract to install Resolve at the Hawaiian Ombudsman office. In addition to these new contracts, the company has also implemented new functionality into a number of existing customers, such as Disability Services Queensland, who implemented employee Criminal History Checks through Resolve. While we deal closely with our customers on a daily basis, the Conference gives us a dedicated two days with them to ensure Resolve continues to meet their needs, Mr Allardyce says. Its imperative we keep developing Resolve in line with our customers requirements and the Conference gives us a foundation on which to work towards the future. Among others, this years attendees will hear from the Commonwealth Ombudsman office on how the introduction of Resolve has allowed the organisation to implement and enforce new investigative procedures and guidelines. V-Line, Victorias regional rail network operator, will demonstrate how Resolve is now managing internal, non-customer care applications in addition to customer feedback, while the Queensland Department of Disability Services will show how the software is managing criminal history checks for current and potential employees. The Conference is not only a chance for customers to learn about the latest enhancements to Resolve, but also to hear how the technology is being applied in real life and the challenges it can help overcome both in and outside the customer care area, Mr Allardyce explains. Developed in Australia by Beethoven, Resolve offers specialised customer care solutions for government and corporate organisations. About Beethoven Computer Services Australian software development company Beethoven Computer Services has been helping clients improve their customer service since 1994. Resolve, its customer care software platform and flagship product, allows Australian businesses and government agencies to better manage customer interactions from initial contact through to completion. Beethovens customers sit in a range of industries that includes government, automotive, transport, hospitality and finance. Resolve is a registered trademark of Beethoven Computer Services Ltd. Beethoven signs on new Kiwi partner 2006-08-28T13:46:00Z beethoven-signs-on-new-kiwi-partner The Australian developer of Resolve, Beethoven Computer Services, has signed on leading New Zealand consulting and IT services provider, Simpl, to support and expand its Resolve customer base across the Tasman. Ross Allardyce, CEO, Beethoven, says the partnership was established to encourage increased sales of Resolve, Beethovens customer care and feedback software, better service existing customers and attract new ones in both the government and commercial sectors. We have experienced significant levels of interest in New Zealand, so it made sense to appoint a local partner to not only look after our existing customers, but capitalise on opportunities to grow the business, Mr Allardyce explains. Simpl has a strong track record of providing IT services to its clients in New Zealand and we are confident the company will continue this performance as our relationship develops. Already used by Nissan New Zealand and passenger rail operator Veolia (formerly Connex Auckland), Resolves flexibility, functionality and simplicity also suits other industries such as finance and insurance, areas Simpl will target over the coming months. "We've had success in both the government and commercial arenas in Australia, and our intention is to also focus on these areas in the New Zealand market," says Mr Allardyce. Simpl's business development manager for Resolve, Melanie Anderson, says the combined experience of the two companies will enhance Simpls ability to service customers in a wide range of industries. The relationship between Simpl and Beethoven has brought different - and complementary - expertise to the table, Ms Anderson explains. Resolve is extremely versatile and feature-rich, and we are enjoying working with Beethoven to deliver effective solutions to our customers. Developed in Australia by Beethoven, Resolve offers a complete customer care solution for government and corporate organisations. The software manages every customer interaction including feedback, complaints, enquiries, orders and requests for information from first contact through to final resolution. About Beethoven Computer Services Australian software development company Beethoven Computer Services has been helping clients improve their customer service since 1994. Resolve, its customer care software platform and flagship product, allows Australian businesses and government agencies to better manage customer interactions from initial contact through to completion. Beethovens customers sit in a range of industries that includes government, automotive, transport, hospitality and finance. Resolve is a registered trademark of Beethoven Computer Services Ltd. Beethoven aids Disability Services Queensland 2006-08-09T12:50:00Z beethoven-aids-disability-services-queensland Disability Services Queensland (DSQ) will implement software from customer care specialist, Beethoven Computer Services, to manage requests for the Queensland Police Service (QPS) to conduct criminal history checks for all DSQ staff, together with staff and volunteers at all DSQ-funded non-government organisations. Based on Resolve, Beethovens customer care and feedback software, the system will process more than 21,000 criminal history checks by the end of 2006, as well as manage ongoing reviews for all staff and volunteers on a bi-annual basis. QPS will conduct the checks and support DSQ in the decision-making process when it comes to recruiting and retaining employees. Patrick Sherry, Director, Misconduct Prevention, Disability Services Queensland, says Resolve was chosen because of its flexibility, functionality and simplicity. Since the legislation allowing us to conduct criminal history checks was introduced late last year, we have gone full steam ahead in choosing a solution, Mr Sherry explains. We are pleased with the way Resolve performed during the demonstrations and it has met all our requirements for developing an efficient, easy-to-use system. DSQ was established in December 1999 and is the first disability-focused department in Queensland. Its responsibilities include the provision of services and support to people with a disability, community infrastructure development and whole-of-government leadership and coordination. Resolve will include facilities for capturing manual and online requests, tracking the progress of requests through QPS and automatic review and closure. The online request element will allow authorised non-government organisations to submit requests for criminal history checks via the Internet. The system is being implemented as part of the Criminal History Check screening project which was launched to reduce the likelihood of abuse and neglect within DSQ and DSQ-funded services. Resolve will streamline the process to ensure DSQ can remain focused on providing the highest level of care to the community, says Ross Allardyce, Managing Director, Beethoven Computer Services. Resolve steers Nissan NZ down the right road 2006-05-04T14:31:00Z resolve-steers-nissan-nz-down-the-right-road Nissan NZ has chosen software from Australian developer, Beethoven Computer Services, to manage and improve the efficiency of its customer care and dealer support systems. Beethovens customer care software, Resolve, has been implemented at Nissans Auckland head office to streamline the companys contact systems and increase the communications process between customers, dealers and support personnel. Mike Perez, Customer Services Manager, Nissan NZ, says the companys reorganisation following termination of vehicle manufacturing in New Zealand made it crucial to instigate a more effective way of managing customer and dealer support services. Efficiency is always important and Resolve is helping us improve the productivity of our technical staff, freeing up more time for them to deal with actual issues, Mr Perez says. Nissan NZs service department supports 43 dealers nationwide. The technical and customer assistance staff is responsible for pre- and post-sales support and acts as the conduit between dealers and customers. Through Resolve, the team is able to maintain a more structured vehicle history because all customer and dealer contacts for a vehicle can be recorded in the one system. Before Resolve, data from dealers, customers and technical staff was held in separate systems which was time consuming and difficult to manage, Mr Perez says. Having a complete customer-centric view of a vehicles history on one system has simplified the process greatly, while also improving the quality of the interactions between dealers, customers and head office staff. Previously, we were at the mercy of whatever the dealers jotted down when speaking to the technical team, which often meant there would be a number of calls back and forth before reaching a resolution. Now, we have a written track record to go by which significantly speeds up the whole process for both dealers and customers, explains Mr Perez. While Resolve has already improved the communication process between dealers and Nissan, Mr Perez says he is very interested in the web-based online connection to Resolve. Online access to Resolve should really cut down on the number of phone calls between the head office and dealers and streamline the communication process even further. The decision to implement Resolve at Nissan New Zealand followed the successful integration of the software at Nissan Australia. The face-to-face meetings we had with Beethoven were extremely beneficial in providing us with the information we needed to make an informed decision, Mr Perez explains. We were encouraged by the positive feedback we received from Nissan Australia and felt having the same system would benefit the company as a whole. About Beethoven Australian software development company Beethoven Computer Services has been helping clients improve their customer service since 1994. Using its software Resolve, Beethoven helps Australian government organisations and corporate businesses manage complaints, queries and requests for information from first contact through to resolution. For more information, visit www.beethoven.com.au