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Sonic Solutions
Sonic Solutions' Sound Investment with FileMaker Pro
Sonic's a firm that's on the leading edge of audio and DVD
production software development -- offering applications known and
used by professionals and video enthusiasts alike. From the
sophisticated DVD Creator workstation to the easy to use DVDit!
software, Sonic products are found wherever creative people demand
flexible, high-performance production applications.
Sonic's commitment to its customers doesn't end when the sale is
made. Whenever there are questions -- Sonic finds the answers. And
thanks to an innovative FileMaker-based Call Tracking database,
customers in need of support can count on receiving it -- quickly
and accurately.
'FileMaker has allowed us to interface our Call Tracking database
with all departments within Sonic,' explains Scott Stewart, Sonic
Solutions' Manager of Information Technology. From a single
database, Sonic can track customer inquiries or technical support
requests, and maintain an active file of customer contact
information.
FileMaker also powers an elaborate online database of answers to
likely consumer questions -- the common and the not-so-common.
Sonic's customers can often find the information they need right
there, quickly and simply. If personal assistance from Customer
Support is needed, the ultimate answers to the questions are easily
added into the online Knowledgebase; with the additional value that
the next time that particular question comes up, the answer will be
instantly available. It's an ever-expanding, useful tool, both for
customers and for members of the Sonic's design and support teams.
Sonic is a true FileMaker shop. Their clever Customer Support
system is actually ten related databases, with more than 50,000
records in the largest one!
Sonic Solutions settled on FileMaker Pro because it was the most
cost-efficient database software available for its purposes. 'About
two years ago we launched an investigation to identify a Call
Tracking system that could meet the needs of our technical support
organization,' explains Scott. 'We quickly found that most of these
SQL-based systems, were in the range of $30K to $50K, and even
higher -- more than we could justify in our budget.' Moreover,
Scott explains, most of these solutions required substantial
consulting assistance to even get them up and running. So Sonic
took a closer look at FileMaker Pro and realized that it was
capable of doing everything they needed. 'After less than six
months of in-house development -- by a single person without a
programming background,' says Scott, 'we had implemented a system
comparable to those commercially available, but for a fraction the
price. Moreover, almost anyone in our technical support group is
capable of making changes as our needs evolve, we don't need any
specialized consulting talent.'
Sonic's customers know they can rely on Sonic's products to be the
latest word in DVD publishing and audio editing systems. And when
it comes to the management of information, Sonic knows it can rely
on FileMaker Pro.
Contact information
Contact Info for Customer:Scott Steward
Manager of Information
Sonic Solutions
415-893-8040
stew@sonic.com
Filemaker Contact:
Kevin Mallon
Public Relations Manager
FileMaker Inc.
408-987-7227
kevin_mallon@filemaker.com
http://www.filemaker.com
- Sonic Solutions, developer of cutting-edge audio and DVD production software, relies on a FileMaker Pro-based Call Tracking database to quickly and accurately serve customers in need of support. After considering more expensive SQL-based options, Sonic Solutions chose FileMaker Pro -- a cost-efficient solution capable of doing everything they need.
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