Social CRM tool COSMIC opens the communication world of social media to CRM users

update integrates social media and conventional contact channels in one social CRM solution

Vienna, June 28, 2011 +++ update software AG, the leading European producer of premium CRM solutions, which is headquartered in Vienna, has announced the launch of a social CRM add-on for the update CRM solution. COSMIC (Comprehensive Observation of Social Media integrated with CRM) integrates the discussions from social media platforms or from relevant blogs with conventional customer contact processes, via letter, e-mail, and telephone, for example. With Cosmic, update is the first producer to realize the idea of an integral "social CRM": social media analysis and operative CRM processes are fused with one another in one social CRM system.

Methodically speaking, Cosmic is based on the three-phase concept of listen, understand, engage. This means that Cosmic first identifies the relevant discussions on the social Web, it analyzes them, and then it reacts appropriately, whether that reaction is responding to a particular customer inquiry or triggering a service process. As an add-on, Cosmic can be used with all update CRM installations that are based on the current software release update.seven. Thus, Cosmic is also a fixed component of the rental CRM offering update.revolution.

In the "listen phase," Cosmic first searches through various social media sources for relevant discussions – on the basis of freely-definable key terms. All relevant communication is recorded and saved in the CRM database. In the "understand phase," these conversations are analyzed. The social media analysis uses various automatic and semi-automatic processes such as keyword-based clustering, mood recognition, and semantic analysis.

Cosmic displays all evaluations and statistics in easy-to-operate dashboards. A drill-down function allows you to reach the individual social media contributions quickly from the aggregated statistics. Finally, in the decisive "engage phase," Cosmic goes well beyond the possibilities of the usual analysis tools: Cosmic transforms insights from the social media analysis into actions. CRM processes can be initiated directly from the social media dashboards – with a single click, campaign results can be monitored, service tickets created, people contacted or warnings and ToDos triggered. For especially important social media sources, Cosmic also allows you to respond to individual contributions immediately from the CRM application – whereby this communication with the customer is of course archived in the contact history. This prevents the social media area in the company from becoming a closed-off silo. Thanks to the Cosmic add-on, all customer communication is exactly where it belongs: in the CRM system.

In our COSMIC webinar on July 28 2011, at 4-5pm (Note: 4-5pm Vienna time, 10-11am EDT), we will show you how to start your social CRM initiative quickly and cost-efficiently with our COSMIC Experience Package: Webinar registration

For more information about our social CRM tool COSMIC please visit our micro site: Social CRM Tool COSMIC

About update software AG

update software AG (www.update.com) was established in Vienna in 1988. With more than 170,000 users in more than 1,500 companies, update is the leading European producer of premium CRM systems. update has subsidiaries in Germany, Switzerland, the Netherlands, France, Hungary, the Czech Republic, Poland, and the USA. update software AG is listed on the German stock exchange in Frankfurt am Main. With approximately 270 employees, update achieved sales of EUR 27.6 million in 2010.

update’s customers include, among others, ALK Abelló, Bawag P.S.K., Boehringer Ingelheim, Daiichi Sankyo, Danfoss, Demag Cranes & Components, Hansgrohe, Kärcher, LBS Nord, MagnaSteyr, Paul Hartmann, Raiffeisen Switzerland, ratiopharm, Reis Robotics, Saint Gobain, Sandoz, UnicreditBank Hungary, Uzin Utz AG, as well as the Sparkasse Hamburg and 130 other German savings banks. update maintains strategic partnerships with companies such as Atos Origin, Hewlett-Packard, Sensix, and Steria Mummert Consulting, and the update hosting partner IBM.