Customer Success Story AccuRev

QGate

Micro Focus® AccuRev closes the CRM loop between support, development and sales.

Overview flexible approach to development while QGate is a successful and independent con- also maintaining a high level of quality and mini- sultancy and reseller specializing in the design, mizing risk. provision and implementation of tailor-made customer relationship management (CRM) so- It also required the ability to efficiently manage lutions based on the Sage CRM portfolio. and track customer-reported defects and en- hancement requests from inception to resolu- Challenge tion and close the CRM loop between technical services, development and sales. QGate has a strong reputation for providing At a Glance business solutions that focus on the areas of Industry customer management and sales force automa- Solution Computer Services tion that help companies exceed their objectives. AccuRev process-centric software configura- tion management (SCM) provides the right Location Retaining and constantly improving that reputa- balance between simplicity, ease of use and United Kingdom tion required an efficient process for managing power, allowing efficient use with minimal ad- multiple product versions in parallel; efficiently ministrative overhead and a low total cost of Challenge customizing core product functionality, some- ownership. The ability to easily visualize the The organization needed an efficient process for times on short notice from customers; cultivat- process structure directly within the SCM tool managing multiple product versions in parallel, ing a repeatable and predictable way of working also speeds the development decision-making and it also needed to efficiently manage and track that spans all aspects of the software develop- process. AccuRev also provides QGate with en- customer-reported defects and enhancement requests from inception to resolution. ment lifecycle; and maintaining a disciplined yet hanced artifact traceability and reproducibility throughout the lifecycle. Solution In addition, through an AccuRev integration with Use AccuRev to speed the development decision- SalesLogix CRM, development, sales and sup- “AccuRev provides us with an making process by providing QGate with enhanced port staff now have an automated process to artifact traceability and reproducibility. extremely beneficial integration to provide faster, more accurate real time status of our SalesLogix CRM application by issues, resulting in improved customer satisfac- Results creating a closed loop support ticket tion through proactive information sharing to all + Provided right balance between simplicity, ease of use and power system between sales, technical affected customers while driving down the cost of customer support activities. + Delivered faster, more accurate real-time status services and development.” of issues between development, support and sales staff AccuRev also significantly reduces er- MARK COOPER + Produced greater efficiency by sharing rors and increases efficiency for code shared code across multiple releases, improved artifact Director of Product Engineering traceability and reproducibility QGate across releases, an important element within multiple parallel product developments. QGate “Customers are extremely pleased with our ability to proactively inform them of issue status, rather than having to constantly chase down their software vendor for an update.”

MARK COOPER Director of Product Engineering QGate

has also improved the integrity of the build and Results release process through the use of AccuRev AccuRev can perform a query to show all the snapshots and its stream-based architecture. open support tickets that have a “closed” SCM development status or those defects or en- Micro Focus Mark Cooper, Director of Product Engineering hancements that have been resolved. This al- UK Headquarters at QGate, also highlighted, “An SCM product is lows the support engineers to proactively report United Kingdom not designed to be a CRM product, and vice back the outcome to all the customers that sub- +44 (0) 1635 565200 versa—each product should focus upon its core mitted the same issue. U.S. Headquarters strengths and let quality integration be the key Rockville, Maryland to a cohesive, effective partnership.” Using Orbis TaskCentre business alerts man- 301 838 5000 agement software, which monitors and reports 877 772 4450 Already a Sage Group Technology Partner, on the status of data, email, files, etc., support Business Partner and reseller, QGate had the engineers in technical services at QGate can Additional contact information and office locations: www.microfocus.com CRM solution in-house and began an exhaus- receive an email notification alerting them www.borland.com tive evaluation process to determine the best when the status of an SCM issue has been tool to automate a process whereby support closed in AccuRev. data entered into Sage SalesLogix CRM would be passed on command to software configura- QGate technical services engineers may also tion management (SCM). The SCM tool also link multiple CRM tickets to the same SCM had to efficiently manage change to numerous issue, so they do not create multiple issues for products being developed in parallel. AccuRev the same support tickets, reducing duplication. had all the features QGate expected from a pro- For example, if support tickets #151 (from one cess centric, enterprise SCM tool, but it was customer) and #170 (the same issue raised by ultimately its open and extensible architecture another customer) both relate to SCM issue that made it ideal to integrate with QGate’s ex- #24 in AccuRev, when development resolves isting CRM system. that issue, both customers reporting that de- fect or enhancement request will be notified QGate evaluated AccuRev along with Microsoft with a valid response from the technical ser- Team Foundation, IBM/Rational ClearCase vices team. and . Through its SCM integration with SalesLogix Although predominantly a Microsoft-based or- CRM, QGate plans to provide customers ganization, QGate determined AccuRev to be with an improved “self-help” capability via the a better fit for its environment over Microsoft Internet. This is planned to include access to Team Foundation. AccuRev also had the best SCM issue statuses and the ability for custom- feature set, in the final evaluation, for QGate’s ers to submit SCM/CRM issues and gain reso- integration requirements. lution to known issues via SCM and the QGate KnowledgeBase.

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