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The client, a global provider of imaging products, wanted to build competitive advantage through first-rate customer service and sought a multi-channel customer communication system to facilitate this service. The client deployed Talisma’s Multi-Channel Customer Interaction Management (CIM) Suite as it provided unified view of all customer interactions and provided integrated e-mail and chat channels for superior online service. With Talisma Multi-Channel CIM solution, the client quickly realized the following improvements: a 30 percent increase in efficiency; a 38 percent reduction in cost of handling enquiries; overwhelming positive feedback on the new system; and dramatic increase of 1125 percent in online enquiries. "Since the implementation, we have seen an increase in customer retention allowing us to consolidate market share and target new customers. Talisma has extended our online service and is now at the heart of our overall customer relationship management strategy," said the client.
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