Top Tax Software Company Leverages Business Communications and Customer Relations with Linktivity’s WebInteractive™

The Situation:

ATX Inc., a leading tax software company, was searching for a solution that would allow them the ability to gain control of customers’ desktops, in order to conduct diagnostic work and fix problems that would either take a long time to resolve, or that were beyond the technical expertise of their customers.

The company also needed to find a solution that allowed them to conduct training sessions, so that new customers could attend these courses to learn more about new programs that the company was creating. In theory, ATX felt these sessions would help to retain new customers, instead of losing them due to a lack of appropriate training. Additionally, ATX felt that this training would limit technical support calls by showing the customer the proper way to use the program from beginning to end.

Finally, ATX sells programs that are developed by other companies. The company re-labels the programs and sells them under their own brand, so they were also looking for a solution where they could set up meetings with the technical staff of these companies to help ATX employees learn the programs and how to sell them.

The Solution:

After researching and trying many products on the market, ATX purchased Linktivity’s WebDemo, a real-time, Web-conferencing server software tool that enables businesses to collaborate with their customers using only an Internet browser and a Web connection, and Linktivity’s WebInteractive, a real-time software tool that provides a simple way to remotely and quickly manage and resolve online PC support requests.

“It was very challenging for ATX to find a solution to meet all of our demands,” stated William Tasker, total satisfaction manager of ATX Inc. “In addition to all our criteria previously, we also wanted the solution to be in-house, in order to keep control of our business and save on third-party costs. WebDemo and WebInteractive were the perfect fit, providing all the tools necessary to meet our needs.”

The addition of WebDemo has made the companies’ training sessions well utilized and well received, and developers from other companies have been able to meet with ATX employees in real-time, which has saved a lot of additional time, and in turn provided considerable cost savings.

By implementing WebInteractive, ATX technicians have had significantly less situations that stump them to the point where they can't go further to help the customer. This has saved a tremendous amount of time and frustration for their staff as well as for their customers.

The Results:

The answers here are obvious for ATX. For a company that spends a significant amount of time on customer support, with many customers who simply do not know how to get around their computer, the technical advantages of WebInteractive, have really cut down the time needed to spend with customers. Support is always a numbers game and Linktivitys’ tools have notably increased productivity for those types of situations.

“ATXs’ training classes have saved money by reducing returns of the product,” stated Tasker. “Once customers know how to use our software, they usually fall in love with it and WebDemo has made the learning process easier than ever before.”

“We have been extremely pleased with the cost savings and efficiency gain we have achieved by implementing WebDemo and WebInteractive,” stated Tasker. “Our customers and clients have been enthusiastic about using our new tools and have been impressed with their capabilities.”

About Linktivity
Linktivity, a 20 year-old Tucson, Arizona-based division of Converging Technologies Inc., provides server-based communications and control products that enable person-to-person interactions through a browser window. Linktivity products include WebDemo, a Web-based, real-time conferencing and collaboration software tool, and WebInteractive, a real-time software tool that gives support professionals an efficient way to manage and resolve online support requirements for personal computers. For more informati"on, please visit www.linktivity.com.

About ATX
Since 1992, ATX, has pioneered a leading tax software that is easy to use and is sold at a competitive price. The company offers unparalleled tax season support with over 40,000 tax professionals now using ATX tax software. In 1998, the firm moved its headquarters to Caribou, Maine from upstate New York, and the company opened a facility in Fort Pierce, Florida. For more information please visit www.atxinc.com.