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Acumen Solutions Unveils “Cable in the Cloud” Program

April 2, 2009 by  

Web Hosting ToolsVIENNA, VA – Acumen Solutions, a leading business and technology consulting firm with offices across the U.S. and in Europe, announced at the Cable Show today the availability of their Cable in the Cloud program for the cable industry that effectively leverages software-as-a-service or cloud computing for Sales and Service business support systems. This offering enables Cable/MSO companies to rapidly deploy customized applications that address some of the most pressing issues facing the cable industry today – cost effectively improving how they sell and service business and residential customers (including new product launches such as wireless).

The Cable in the Cloud program focuses upon optimizing sales, marketing, and CRM operations; improving customer service; reducing the cost of sales; and designing forward looking IT Roadmaps. Acumen Solutions specializes in integrating Salesforce CRM with legacy sales, billing (i.e. Convergys, Amdocs, CSG), OSS, and other key enterprise systems; and deploying state-of-the-art web-based e-commerce systems. Acumen Solutions has completed enterprise-class cloud computing projects at three of the top five cable companies in the United States.

“Our company is committed to providing our customers with the highest-quality, customer service experience. Thanks to Acumen Solutions, we have been able to deliver improved customer satisfaction by reinventing our contact center support systems in the cloud,” said RCN Senior Vice President, Customer Care & President, Business Services, PK Ramani. “Acumen Solutions is a leader in delivering this type of thought-leadership and high quality project results. They really understand the cable and telecommunications industry and are unmatched at optimizing our business systems using state-of-the-art applications.”

“Cloud computing solutions don’t require capital expenditures and can be more quickly customized and deployed than legacy client/server infrastructure,” said Kendall Collins, CMO, salesforce.com. “Our partner, Acumen Solutions, is harnessing the power of Salesforce CRM and the Force.com platform to successfully deliver strategic cloud computing implementations to the cable industry.”

For Sales and Marketing, Marrying Facility Locations with Prospects Equals Sales Combining data about the cable company’s facilities or future build-outs with customer and prospect data quickly enables: facilities based prospecting by facility for up sells or cross sells; building management relationship tracking for commercial services; and survey and construction process management. Customized Cable in the Cloud programs also provide key executive and operations reporting such as: sales revenue v. install revenue; surveys outstanding for > X days; overdue construction projects; location penetration analysis; and street sheet results.

For Customer Service, Location and 360o Views Means Resolving Issues Fast
To deliver superior customer service, the Cable in the Cloud programs offer:
• consolidated customer views by location
• case management tracking
• agent desktop support system integration with call routing and telephony platform for account or case screen pops
• key operational reports

“Cable companies are investing heavily in business services as a growth engine and aggressively looking to capture commercial market share,” said Brian O’Rourke, Cable/MSO Practice Managing Director, Acumen Solutions. “They are also looking to improve customer experience while also reducing the costs of servicing customers, both for residential and business services. Our forward thinking clients are capturing sales and service success early by launching support systems in the cloud and integrating these applications intelligently with their on-premise systems. Our Cable in the Cloud programs improve time to market for these mission critical applications. Our industry knowledge, CRM experience, and deep cloud computing expertise enable us to deliver solutions for our Cable/MSO clients that address their need to increase sales, improve customer service, and reduce operational costs.”

As opposed to on-premise software that requires significant upfront license costs and maintenance, Salesforce CRM is a suite of cloud computing applications that enables companies to focus on innovation, not infrastructure. Being facilities based, the cable industry requires location based sales, service, and marketing. Acumen Solutions wraps strategic services such as, solution roadmaps, business process engineering, vendor evaluation, implementation, and training for enterprise-wide rollouts around Salesforce CRM and the Force.com platform to deliver a complete solution for the cable industry in the cloud.

About Acumen Solutions, Inc.
Acumen Solutions is a leading provider of cloud computing, billing and order system solutions to the Cable and Media industries. Our unwavering commitment to unmatched quality and service is supported by our track record with Fortune 500 companies, government agencies and other emergent industry leaders. With 150 enterprise-class cloud computing projects completed, over 20 Force.com customization projects, and 50+ Salesforce.com certified consultants on staff, Acumen Solutions is able to deliver knowledgeable resources to the largest enterprises considering cloud computing. Our experience and approach allows us to deliver truly superior solutions in these key areas: Customer Relationship Management, Data Center Solutions, Performance Management and Systems Integration. www.acumensolutions.com

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