Drake Manufacturing Services, Co, a leading manufacturer of precision CNC machine tools, determined that its customer relationship management and document workflow processes required automation. Drake sought a “Customer Service Desktop” application to capture and deliver sales, customer, and job information centrally and integrate with Drake’s existing systems.

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Fidelis partnered with Drake on a Discovery project to understand detailed system requirements, determine costs and benefits, ensure end user ownership, and develop a technology blueprint for the software.

The two week Discovery project gave Drake a clear sense of the scope, approach, technology, timeframe, and ultimate cost of the Customer Service Desktop. Armed with this information, Drake is moving forward confidently with development of the software.


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( Warren , OH ) – Drake Manufacturing Services, Co, a leading manufacturer of precision CNC machine tools, has announced the kickoff of an internal project to create a state of the art customer relationship management and workflow software application. The Drake Customer Service Desktop will be developed and implemented by Cleveland-based Fidelis Partners and is targeted for initial rollout at Drake in late 2007.

“The Customer Service Desktop will enhance our ability to immediately respond to our customers service calls as well as to support our field personnel.”
Jim Vosmik, President, Drake Manufacturing

Among the advancements to be delivered by the web-based application are a central customer and machine information repository; real time service, part and repair records for a machine or customer; remote sales force management; the internal workflow of customer service action items, and the automation of Drake’s job setup process.

“At Drake, we take great pride in being able to deliver rapid responses to our customers.” The Customer Service Desktop will streamline, integrate, and make accessible key information across the organization and will align our systems with our mission of ‘Wowing’ our customers.”
Mike Hughes, Systems Engineer, Drake Manufacturing

The Customer Service Desktop module will be integrated into Fidelis Partners’ Steel Viking (SV) Enterprise Software and made available to other manufacturers in the near future. SV is designed to leverage information to deliver rapid payback to the mid-sized manufacturing organization. SV is a fully integrated solution that can be customized to an organization’s needs and implemented in short order at an affordable pricing point.

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