We were looking for a solution that could take us away from our mixture of home-grown and on-line applications, and integrate our RMA and customer support databases in a consolidated package. Frontlines did that superbly in a very cost effective way - we could not find anything with its flexibility and power even close to its price point. We are active users of all of the Frontlines modules: KnowledgeBase, RMA and Incident Tracking tools.

Frontlines was very easy to configure and setup, and our "go-live" went flawlessly. Configurability is one of Frontlines' strong points - it was very easy for us to setup the system to match our process flow, which allowed our existing service people to come up to speed quickly.

Being a web-based solution makes it very easy for customer access as well as for remote development. The ability to setup custom data fields that can be used for data logging and performance metrics has been very powerful. From that we can monitor and report on activity in all of our key areas.

There were several pleasant "surprises" after we went live. We found customers extremely pleased with the automated emails updates and remote visibility that Frontlines allows - in particular international customers, who always felt a little disconnected because of time zones differences. Another pleasant surprise was the history tool, which allows users and administrators to track activity during RMA and incident processing. This turned out to be an important tool for training operators. Individuals could track back and see what they did wrong, and administrators could determine areas that needed further training. Finally, I have been very pleased as to how efficient it has made our group and how it has enforced an organized structure on our operations. Our business activity has doubled in the last six months and because of Frontlines we have not had to add any additional service personnel.

I want to strongly recommend KJR Netlinks for the excellent support they provide and their desire to work with their customers to evolve and grow their product. We have worked with them to add several new features to help our needs and their customer base. They have been easy to work with, flexible, very responsive and very reasonable. A very positive experience compared to others I have had in the past with large database tool providers."

Bob Miller, VP of Technical Services, Socket Mobile, Inc.
http://www.socketmobile.com