Procede Software announced the release this week of Communication Plus, a next-generation communication platform built into Excede.
"Communication is essential to operational performance and customer retention," says Larry Kettler, CEO and Chairman of Procede. "Communication Plus transforms Excede into a true communication hub, connecting customers, service teams, parts and operations in real time. By bringing every interaction into the workflow, our customers can move faster, reduce friction across departments and deliver a more responsive, higher quality customer experience."
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The tool centralizes customer and internal communications within the business system, allowing teams to respond to inquiries faster, ensures crucial information is accessible and streamlines coordination across department.
Communication Plus combines texting, email and internal conversations into a single embedded system and ties them to transactions, customer records and repair orders in Excede.
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"Communication Plus helps us move faster and keeps everything running smoothly," says Jason Arnold, assistant service manager at Affinity Truck Center. "Our updates reach customers quicker and we're no longer dealing with delays or miscommunication. It has made a noticeable impact on both our efficiency and customer satisfaction."
The solution is powered by Twilio and SendGrid, allowing for reliable customer communication, including updates and approvals, Procede says.
"Our approach with Communication Plus was to combine trusted messaging technologies with the workflows our users already rely on in Excede," says Dan Jin, director of solutions architecture at Procede. "The result is a more connected communication experience that improves coordination across departments, increases visibility throughout the organization and gives teams a more efficient way to operate."
