Rapid7 powers the practice of SecOps by delivering shared visibility, analytics and automation that unites security, IT and DevOps teams. Headquartered in Boston, Rapid7 serves more than 7,100 customers in 120+ countries, including 55% of the Fortune 100.

Cloud contact centre solution

Rapid7 selected NewVoiceMedia’s cloud contact centre solution for its integration with the organisation’s CRM system, which will enable the service team to instantly access customer engagement histories and personalise each interaction.

With service agents located around the globe, Rapid7 is also leveraging NVM’s global call routing architecture, Global Voice Assurance.

It will allow the service team to manage its resources across the globe as a single entity, reducing customer wait times while ensuring reliable call quality and service availability for calls in remote regions.

‘Customisable reporting features’

The NVM Platform will also provide a real-time window into Rapid7’s entire support operation, with automatic call logging, recording and customisable reporting features that will allow the support team to understand where improvement opportunities exist.

“Rapid7 is deeply committed to providing our customers with a personalised and exceptional experience every time they interact with our organisation, our products, and our services”, says Rajeev Jaswal, CIO at Rapid7.

“We needed a reliable cloud contact centre solution that would integrate seamlessly with our CRM, and, NewVoiceMedia met those needs”.

Written from press release by Leah Alger

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The leading email and data security company delivers an all-in-one cloud service that integrates: built in data recovery, storage management, e-discovery, a secure data repository and compliance capabilities.

Mimecast Cloud Archive allows customers to access their email archive anywhere, anytime, and on any device.

Mimecast also revealed new data, revealing organisations’ top challenges with archiving solutions.

According to new global data from Mimecast and Vanson Bourne, 88% of organisations responded that they have experienced problems with their existing archiving solution. Nearly 60% cite administrative complexity as a top challenge, while 48% experience a lack of scalability.

Mimecast Cloud Archive latest innovations enable:

1. E-Discovery and compliance are made easy by leveraging the fastest search performance in the industry. Robust, intuitive tools simplify administrative and e-discovery searches for IT administrators, compliance teams, and legal professionals.
2. Data recovery with Sync & Recover offers independent, immutable, always-available archives to hedge against data loss or corruption, giving organisations a means to restore their Outlook content – including email, personal folders, calendar entries and contacts – should misfortune strike.
3. Business insights found in Case Review App to allow for fast, effective search of email and attachment data to serve myriad missions, including compliance reviews, litigation case assessments, and internal policy audits. Additionally, Mimecast’s latest integration with Salesforce.com allows for Cloud Archive access and fast search capabilities within the CRM tool.
4. Long-term data preservation with the archiving of email and attachment data into perpetuity, with no additional fees or charges for storage or retention duration.

Peter Bauer, chief executive officer, said: “Most email archiving technology was built when email usage was much different. With email being the top communications channel for business, it’s growing at a rate where these on-premises solutions can’t keep up Mimecast.

“Archive needs to be thought of as a digital memory – with multiple dimensions that secure corporate data, empower employees with anywhere, anytime access to email, and ensure regulatory and compliance obligations are met. With Cloud Archive, we’re able to give customers the confidence and control they need, with the industry’s fastest search speeds, to get more value from their email data today.”

Written from press release by Leah Alger

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The survey discovered 67% of businesses do not use a form of customer relationship management system (CRM), with 26% of participants revealing they never upgrade their ERP, CRM, or project management software.

Over 50% of respondents admitted to never carrying out daily backups of IT systems, and 28% of businesses said manual operational errors frequently affect their CRM, which could result to data, files and customer information being lost.

‘CRM delivers a competitive edge’

Only 55% of businesses said they updated their CRM, ERP or project management in the last two years, whilst 26% admitted to never upgrading theirs.

According to the survey, streamlined CRM is crucial to delivering a competitive edge by retaining existing clients through outstanding service.

41% of all respondents also said not knowing where to start was the “biggest hurdle”.

The survey concludes that planning updates, upgrades or changes every two years reduces employee resistance.

Written by Leah Alger

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The CRM platform has built its app builder, Service Cloud, on top of its lightning development platform, designed to drop and drag components from third parties.

Allowing users to add components like Twitter, Email or Facebook with a “few clicks”, Salesforce has been placed into the Service Cloud app building interface.

According to Tech Crunch, there will be 75 integration components available in the Salesforce AppExchange at launch, including:

• Healthwise, which allows a consultant to connect a patient to relevant health education materials
• MapAnything live, which lets reps follow service vehicles and deliveries on map in real time
• Dialpad, which gives reps the chance to call from inside the customer record

Keith Pearce, VP of Marketing for Service Cloud at Salesforce, said: “The new approach has been designed to allow administrators to add these functions without coding or help from IT. If a component isn’t available, it could take more than a day, and perhaps some IT helps build more customised components.”

Pearce also noted that younger employees don’t want to be using their parents’ customer service platform. Instead, they want a clean modern experience.

Written by Leah Alger

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Moving an entire SAP infrastructure

Innovia took the decision to move its entire SAP infrastructure — supporting logistics, CRM and warehousing — to a hosting provider following its adoption of the SAP HANA platform.

Pulsant is working with Edenhouse Solutions, a long-time customer and Innovia’s SAP implementation specialist, to develop and implement the hosting solution, which includes Pulsant Enterprise Cloud, disaster recovery services and managed hosting. The solution is dual site, hosted out of Pulsant’s Milton Keynes and Reading datacentres, two in the company’s interconnected network of 15 sites.

“We are looking forward to this transformational project for Innovia’s SAP system, and are delighted to be working with Pulsant to achieve a cloud solution tailored for Innovia’s needs,” says Director of Finance and Administration, Dominic Heaton.

The project is already underway with one of the platforms installed and running. The rest of the infrastructure will be deployed and completed in the second quarter of 2017.

Edited from press release by Jordan Platt.

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