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Surebridge Introduces Clientbridge

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Posted September 13, 2001 By Kevin Newcomb     Feedback

New customer service portal offers customers an insider's look at outsourced operations.

Enterprise ASP Surebridge Inc. Tuesday announced the general release of ClientBridge, its customer service Web portal providing its customers with visibility into the day-to-day management of application hosting services.

ClientBridge is designed to enhance accountability by anticipating and meeting the application needs of its customers throughout the lifecycle of their relationship. The tool is included free of charge in the Surebridge service offering, and offers company CFOs, IT managers and application end users access to a number of online functions to assist in their day-to-day relations with Surebridge. ClientBridge provides both monthly analysis of critical business processes as well as real-time status updates.

"Our innovative customer service portal strengthens the lines of communication between Surebridge and our clients by allowing us to jointly monitor what happens behind the scenes," said Pradeep Khurana, founder and chairman of Surebridge. "ClientBridge takes Surebridge's accountability to the next level by enhancing interaction with our customers and helping them feel more connected to the ASP process. By understanding their complex needs, we can effectively resolve issues and provide the superior level of customer-satisfaction we pride ourselves on."

The Vignette-based portal was built by the company's in-house development team. It is integrated with Surebridge's Siebel call center system, PeopleSoft billing system and system-monitoring tools -- allowing for real-time access into open and closed work requests, billing information, system availability and utilization. ClientBridge also provides access to client-specific documentation and account administration, placing all aspects of the Surebridge relationship in the customer's control.

Robinson Nugent Inc., a 3M company which designs and manufactures electronic connectors, sockets and custom cable assemblies, is using ClientBridge to better manage its PeopleSoft applications hosted by Surebridge.

"Information can now be available to other people within the company 24 hours a day," said Tim Rice, IT manager for Robinson Nugent. "This is particularly useful for our European facilities that begin the day hours before we do. By having this real-time snapshot of our total PeopleSoft environment that is managed by Surebridge, we are comfortable entrusting them with our mission-critical information."

Surebridge deploys and hosts enterprise applications, and provides application management services to ensure quality and flexibility for the life of the relationship. Customers take advantage of a full suite of leading application brands to receive the benefits of enterprise-level business productivity, ERP, CRM and eBusiness platforms. Surebridge's customers include manufacturing, professional services, financial services, healthcare, distribution and trade services firms. The company was founded in 1997 and is headquartered in Lexington, Mass.

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