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"IDC believes that customer information management systems represent one of the fastest-growing segments of the software application solution market. . . . Scopus has positioned itself among the leaders in this rapidly growing area."

- Kurt Johnson, International Data Corporation

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Introduction

Scopus Technology is the market leader in enterprise customer information management systems. The company's integrated product line automates customer support, sales and marketing, and quality assurance functions to enable companies to enhance the quality of their products and services, improve customer satisfaction and reduce time to market.

Currently enjoying an annual growth rate of over 80% with consistent profitability, the San Francisco bay area company today has over 300 customers in almost every major industry.

The Scopus Way

Scopus Technology is dedicated to helping today's companies develop a strategic, competitive edge by re-engineering their business processes around their customers.

Scopus Technology delivers solutions for customer-centric re-engineering that enable companies to build and expand an enterprise-wide "memory" of product and service information as seen from the customer's perspective. Scopus' products help organizations seamlessly track and manage every aspect of a customer's interaction with their company, from complete order and problem histories to prices quoted, defects resolved, and sales cycles closed.

With Scopus products, companies can not only retain and enhance this enterprise "memory" but also enforce their unique business rules to ensure that product and service information flows to the right people, at the right time, and in the right format.

The Scopus Extended Enterprise system extends these benefits and functionality across the extended, or virtual, enterprise. Companies using this approach take advantage of the savings in costs and resources by focusing on their core business and utilizing third party vendors. Yet with Scopus' seamlessly integrated approach, they do not suffer from the disadvantages of decreased knowledge of their customers, and can therefore build competitive advantage through strong, enduring customer relationships.

In markets characterized by thinning margins, increasingly undifferentiated products, and crushing product cycles, companies are realizing that the ability to build strong, enduring relationships with customers represents a rare opportunity for sustainable competitive advantage. To gain this advantage companies are creating customer-centric organizations, in which all of the business processes, and systems supporting those processes, are geared toward anticipating and satisfying customers' needs.

Our Background

Founded in 1991, Scopus Technology has been delivering products to customer service, engineering, quality assurance, sales, marketing, MIS, and executive levels of management throughout Fortune 1000 companies around the world.

Scopus introduced its first product, SupportTEAM, in late 1991. Designed to help technology companies track and manage the customer support function, SupportTEAM was an immediate success with early customers such as Viewlogic Systems, Frame Technology and Mentor Graphics.

Throughout 1992 and 1993, the company expanded its management team, customer base, and product breadth. In December 1992, Scopus accepted a round of venture funding from Hummer Winblad & Partners, allowing it to expand its investment in product development and market penetration.

Beginning in 1992 the company also began implementing partnerships with other key industry technology leaders to ensure the interaction of Scopus products with their software and telephony systems. These integration partners have included Atria, Genesys, Inference, Intersolv and Mercury Interactive.

In 1993 the company introduced remote access and database replication capabilities, support for the Motif, Microsoft Windows and Macintosh user interfaces, support for the ORACLE7 RDBMS, and client support for Windows NT

In 1994 Scopus launched SalesTEAM, the industry's first enterprise-wide sales and marketing automation system that easily links to support and quality assurance systems to form the basis of an enterprise-wide customer knowledge base. Additionally, Scopus released a broad set of new server functionality with SCOPUS 3.5 adding support for Sybase System 10.

Early in 1995, Scopus broadened its product line with the addition of ContractTEAM, an advanced client/server application for customer install base management. Also in early 1995 the company introduced SalesTEAM 2.0 which added new functionality and improved graphical user interface to this sales force automation application.

A further announcement at the start of 1995 introduced Scopus' extended enterprise product strategy. This provides distributed customer information solutions for companies electronically linking themselves tobusiness partners as well as end users.

Our Mission

  • Develop and market software products that bring enterprises closer to their customers and assist them to be more responsive to their customers' needs. With the Scopus family of products, companies as diverse as Stream International (formerly Corporate Software), Yamaha, VISA, and Andersen Consulting, and others have been able to make critical product and service information available to everyone in their organization structure (both internal and external) who interacts with customers. Scopus solutions have empowered these companies' employees to act on behalf of the customer in resolving problems and setting product directions.
  • Deliver comprehensive support and services to ensure successful technology transfer to customers. Each customer information management system implementation is different; Scopus' consulting and training services allow customers to tailor their environments to fit their unique business needs.
  • Build tight-knit relationships with customers to ensure continued delivery of innovative and effective customer information management solutions. Early in the company's development, Scopus management initiated close working relationships with its customers, which allowed these companies to have significant impact on product requirements. These partnerships, implemented through the company's User Group and Customer Advisory Board, have continued to provide the necessary feedback to ensure that Scopus solutions meet real market needs.
  • Partner with leading innovators in the computer software and telecommunications industries to provide seamless technology solutions that leverage Scopus customers' existing investments in hardware and software. Technology partnerships today include co-development and marketing relationships with Apple, Hewlett-Packard, IBM, Inference,Northern Telecom, Oracle, Sun Microsystems and Sybase.

Markets And Distribution

Scopus' products and services target the fast-growing customer information management systems market, which analysts predict will grow at double-digit rates through the rest of the decade. According to International Data Corporation, for example, packaged customer support and help desk automation software is a subset of the overall customer information management systems market, which will see a threefold increase in sales over the next four years. IDC predicts that this customer support segment alone will account for $119 million by 1997.

Customer information management systems are being implemented by companies worldwide in almost all industries, from manufacturers of highly technical and complex products to retailers and service industry firms. Among the most sensitive and "mission-critical" of a company's technologies, customer information management systems today number in the tens of thousands in corporations worldwide.

Scopus is the industry's largest and most successful player, with more than 300 customers in corporate sites across the world. Representative customers include Andersen Consulting, Autodesk, Boeing, Compuserve, Intuit, Kmart, Netscape Communications, Octel, Olivetti, Sequent Computers, Stream International, Sun Microsystems, U.S. Robotics, and VISA International.

A consistently profitable company from its inception, Scopus distributes its product line through direct sales offices as well as through a network of distributors in Europe and Asia. The company plans to continue to open offices throughout the U.S. and Canada. In addition to its direct sales force, Scopus has relationships with other VAR and reseller organizations.

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