Press Releases
Pilgrim Software Releases Complaints Synchronization Agent, a Software Solution for Connecting Disparate Call Data Sources into SmartSolve®
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Jun 23, 2008, 16:39

Tampa, FL – June 23, 2008 -- Pilgrim Software, Inc., a world-leading provider of Enterprise Compliance and Quality Management (ECQM) software solutions, today announced the availability of its “Complaint Synchronization Agent” (CSA) for integration of SmartSolve® with customers’ existing CRM, field service database systems or company websites for increased and more rapid enterprise-wide visibility of critical data.

“As more and more companies are looking to improve customer satisfaction, information that customers share about their products, services and people have to be reviewed, addressed and followed-through, quickly and effectively,” said Atulya Risal, Chief Technology Officer at Pilgrim Software. “Complaints handling is an essential element for improving company performance.  With the release of CSA, Pilgrim now provides a unified model to collect complaints identified through disparate data sources and process them using SmartComplaints™ solution."

Many companies’ processes for complaint logging and screening may not begin within a complaints group but in different operational areas such as field or customer service, an internal or outsourced call center, or even customer input through a company website. Risal explains, in such organizations, once the initial data is captured, the organizations look to push the data into the appropriate complaints group to continue with additional information collecting, investigations, and, if required, reporting. 

Pilgrim’s Complaint Synchronization Agent, allows companies through a middleware component or SmartSolve’s web services/APIs, to automatically populate and update complaint record data from existing CRM, field service or websites and synchronize it with the SmartSolve database. Once updated, an email is automatically generated to alert the appropriate complaints coordinator to continue the complaint handling process.  All automatic system changes from the complaints synchronization will be updated in the audit trail for complete record keeping compliance.

“By utilizing CSA in conjunction with SmartComplaints, companies will be looking at the big picture -- not only ensuring its products and services are of the highest quality and fully compliant, but expediting the exchange of key customer feedback data in real time,” said Prashanth Rajendran, Pilgrim’s Chief Operating Officer.  “Adopting CSA is a key component to help ensure any organization will have the right information at the right time when it comes to managing customer feedback.”

About Pilgrim Software, Inc.   
Pilgrim Software, Inc. is a world-leading provider of Enterprise Compliance and Quality Management solutions for global organizations. Named 2007 & 2008 North American Enterprise Compliance & Quality Management Company of the Year by Frost & Sullivan, Pilgrim helps organizations manage industry and regulatory compliance, reduce manufacturing costs and improve customer satisfaction. For more information, visit Pilgrim Software’s website at www.pilgrimsoftware.com.