RTl (Repository Technologies, Inc.) was founded in 1990. It is headquartered outside Chicago in Lisle, Illinois. The company is privately held.
To deliver integrated client/server customer management systems providing a foundation for high technology companies to maintain and expand their competitive advantage through excellent customer satisfaction.
RTI (Repository Technologies, Inc.) introduced its flagship product, CustomerFirst®in April 1992. RTI’s objective is to be premier supplier of integrated customer support & defect tracking systems to the software industry. CustomerFirst’s robust functionality makes it particularly valuable to software companies with high customer support requirements or hardware vendors and internal help desks that need to track equipment. RTI’s product suite will continue to be customer centered and to provide a single enterprise-wide database to support mission critical applications including: customer support, defect management, maintenance contracts, and sales tracking.
PRODUCTS
CustomerFirst®is a comprehensive customer support software package designed to meet the needs of high technology companies, especially software and hardware manufacturers. CustomerFirstprovides complete control of the entire support process from the time a customer calls with a question until the problem is resolved. Functions include defect tracking, interdepartmental communication and collaboration, and rule-based escalation. In addition, CustomerFirstmaintains complete customer information including: license agreements, hardware configurations and maintenance contracts.
CustomerFirst provides complete coverage of the problem life cycle for development, customer support, and quality-assurance personnel. The system records information about individual problems or incidents reported by users and tracks temporary and permanent fixes. Incidents and Activities can be automatically generated by e-mail, and supports the receiving and sending of attachments. A complete history of all activities, status changes, and the related communications is kept by CustomerFirst.
WebFirstTM provides dynamic access for your customers from the Web Server to information in the CustomerFirst SQL database. This requires a connection between your Web server and the DBMS containing the CustomerFirst database. It eliminates the need to extract data in advance onto your Web server. WebFirst enables your customers to query against the common problems database, display a list of all their open Incidents and those closed in the past 30 days, submit a new Incident and Incident Activity, or display a specific Incident by Incident ID. WebFirst gives customers a convenient, economical means to find answers to questions, report new Incident or check progress on previously reported Incidents.
The Inventory Management option is critical to anyone selling and supporting hardware and for internal help desks that need to track equipment in inventory. CustomerFirst and Inventory Management provides the ability to track both software and hardware inventory by customer, department, contract and user. A complete history is kept for each piece of equipment (e.g., in-transit, being repaired). This allows you to analyze usage and repair frequency for each type of equipment you are supporting.
SalesFirstTM provides facilities for internal sales representatives to manage their pipeline, daily call activities, track lead sources, and record progress through a user defined (e.g. solution selling or strategic selling) sales cycle. Sales people can send literature and other sales materials via the automated fulfillment features and create their own forecast. Management can review monthly sales forecasts easily and access all information for each prospect. Complete integration with CustomerFirst allows for sharing of critical data between departments through both pre and post-sales.
Both CustomerFirstand SalesFirst are workgroup products that allow personnel in different departments to work as a team to solve problems and provide better customer service during pre and post sales cycles. Both contain workflow management facilities for a wide variety of sales, development and support processes. All products run in any standard local-area network (LAN) environment and operate with Microsoft Windows, Windows NT, Windows 95, WIN OS/2, and support popular database-management systems such as Oracle, Sybase, SQL/Server, DB2/2, DB2/6000 and QuadBase.
E. James Emerson, Ph.D., President and founder
Dr. Emerson manages company operations and guides the company’s technological direction. He has more that 20 years’ experience in data processing and software development. From 1984 until RTI was founded in April of 1990, he served as Vice President of Technology at Pansophic Systems. Prior to joining Pansophic, Jim was director of computer resources for Peat Marwick in New York, where he managed all internal data-processing activities including new-system development, database administration, and computer operations.
Jeffrey M. Swanson, Vice President, Sales and Marketing
Mr. Swanson directs Sales and Marketing. His software-industry career spans more than 15 years. He served in a variety of management capacities for Pilot Software including: Vice President of Business Development; Vice President of European Operations; and Vice President of Distributor Sales. He also served as Vice President of Sales for Nantucket Software and as Director of Sales for SoftTEAM Inc. As a Consultant, Jeff worked with a number of software companies to define indirect strategy and to establish channels. He earned a BA degree from University of Michigan. Jeff joined RTI in 1996 and opened a regional sales and training office outside Boston. SEE PRESS RELEASE
Kathleen Emerson, Vice President, Professional Services
Ms. Emerson oversees Professional Services. She has extensive experience both in the design and implementation of application systems and in working with end users. Prior to joining RTI, Kathy owned and managed Design Trends Software, the developer of the SofTax tax preparation system for professional tax preparers. Before that, she was manager of product development for National CSS. Her responsibilities included organizing a department within marketing to design new application products. Ms. Emerson also spent 11 years with TSI, a software company based in Connecticut.
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Copyright © 1996 Repository Technologies, Inc.
Last modified: April 21, 1997