ThreeStone and CobbleSoft team up

ThreeStone Group will provide on-demand communications and business development services for CobbleSoft, per a recently announced long-term agreement between the two, via use of CobbleSoft’s web-based on-demand service management and help desk product COIGN Enterprise. CobbleSoft chief executive offer Richard Stevenson said that “Clients are using our self service management methodology at the very heart of enterprise endeavors to incorporate the IT Infrastructure Library best practice standards, and promote helpdesk socialization.” Company officials continued with a reiteration of CobbleSoft’s promise to “[continue] their focus on rolling out some of the largest projects in the company’s history.”

ThreeStone Group founder Jim Turner enthused that “CobbleSoft has the unique competitive advantage of enabling new technology with a warm personality.” CobbleSoft COIGN Enterprise assists service intelligence with real time data warehousing and on-board analytics; COIGN allows content providers to modify via real-time user activity analysis. The program uses Oracle on-demand technology, and Version 3 was released approximately ten months ago. CobbleSoft press material touts the program’s User Footprints feature Claiming “enables a full transactional user audit trail,” ostensibly “to see what searches and downloads were tried before a ticket was logged.”

Stevenson explained that the feature “eliminates the ‘is it plugged in’ standard first question scenario for smarter service.” CobbleSoft International president Pamela Follett used a nice metaphor is describing her company’s challenges and the necessity of advanced CRM systems in her line of work: “Self-service and support is actually a constantly evolving, two-way process – you can landscape a beautiful garden, but you still have to mow the lawn.”