CUSTOMER INTER@CTION Solutions' Magazine's
Fourth-Annual CRM Excellence Awards
Product: ACCPAC CRM
The client reports, 'By giving our managers, sales staff and dispatchers the
information they need to address all customer issues, ACCPAC eCRM is letting
us reduce operational overhead while enabling us to strengthen customer
relationships with outstanding service.'
Product: AIMCall 4
The client says, 'AIMCall gives [our] agents a level playing field to
measure performance. Because the team leaders automatically receive
consistent and relevant information, they are able to coach their team more
effectively and improve performance in the needed areas.'
Product: Helix 2002
'Even though implementation was speedy, Helix's real-time, customizable
reporting tools showed the client that the contact center experienced almost
zero 'escalation' in customer calls'those that require prolonged customer
contact, additional customer calls or interaction by a customer service
manager. Customer satisfaction was high and returned product was almost
APAC Customer Services, Inc.
Product: Customer Preference Data Analytics
'The application of our data analytics tool and knowledge integration team
added to the client's success in that it experienced a 10 percent increase
in conversion rates/sales per hour during all hours of operations; increased
customer satisfaction, providing longer lifetime value in customers and
greater revenue through improved upsales and cross-sale generation; acquired
more than 1.2 million additional customers in one year alone; and realized
additional revenues of nearly $15 million in new customer lifetime value.'
Applied Innovation Management
Product: Help Desk Expert for IT Support
'Since its deployment in 1999, the client's help desk 'has become a selling
feature when prospective customers ask about how we approach customer
service,' reports the client. Potential customers 'are always very impressed
that we have a system on the Web that allows them to enter their own trouble
tickets, and ' more importantly ' allows them to see the progress of an
issue as it is worked by our customer service team.''
Product: Avaya Business Advocate
'The client met its first goal in less than a month: The call answer rate
jumped to 95 percent ' but calls were being answered in less than 30
seconds, which more than exceeded the original goal of one-minute waiting
Center Partners, Inc.
Product: Wireless Welcome Center
'The Welcome Center pilot was so successful that our client rolled it out to
serve all new customers, making it part of the company's overall activation
process. Now when customers receive their phones, the client requires them
to activate their service through the Welcome Center, thus further
increasing contact rates and program benefits.'
Service: Employee Relationship Management
'Edcor has registered more than 6,000 employees for the client's services
during the first year of the program. This registration process has far
Product: Edify Voice
'The client now successfully manages tens of thousands of calls per day
throughout their worldwide call centers with this Edify Voice application.
By completely automating more than one-half of the incoming inquiries, the
client has provided a streamlined user interface into their system,
enhancing customer service.'
'Using Qfiniti, the client is able to track the steps taken by the workforce
manager and develop standardized procedures for handling similar issues in
the future ' reducing the time required by managers to solve a problem and
increasing their overall efficiency.'
Service: eTelecare customer care services
'This increased efficiency is reflected in a smoother ordering process,
which now requires fewer calls per order. The average number of calls
required to place an order has fallen from 2.1 to as low as 1.6. Customers
who spend less time placing orders are more likely to become repeat
customers, and since eTelecare implemented CRM on the client's program, we
have increased repeat orders from 30 percent to 50 percent.'
Product: DesktopStreaming 4.0
'DesktopStreaming resolved support incidents over 50 percent faster than
support solutions the client used in the past. They estimate that this
significant reduction in incident-handling time will save approximately
11,000 support-engineer labor hours per year. Plus, the reduction in
incident-handling time has led to an increase in the company's overall
support capacity. In fact, the client has experienced a 20 percent increase
in call capacity and first-incident resolution.'
Product: GoldMine Business Contact Manager
'The company's progress, with GoldMine's help, has been easy to see even
without detailed reporting. At one point, after contacting approximately 100
prospects in one month, the client received a record 42 inquiries in that
time. Those leads resulted in several major deals for the client company.
The combination of the client's process and GoldMine as the means to keep it
organized boosted sales significantly for the once-small division in just
over two years.'
Product: KANA IQ
'By giving employees access to information in the knowledge base, the
client's HR department now receives only the tougher questions via the
phone, where they can add value, make decisions and maximize their
contribution to the company. Because of the reduced workload, the client was
able to reassign four members of the HR staff to other positions in the
company. With only one information platform to manage instead of three, the
company is saving on IT support costs as well.'
KnowledgeBase Solutions, Inc.
Product: KnowledgeBase.net Version 3.0
'With the application up and running on the Web site, customers and support
agents started using it right away. The results speak for themselves. Within
the first month, call volume fell by 15 percent and customer support agents
had more time to address more complex support issues. Based on these initial
results, the client is tracking a 50 percent reduction in call volume over
the next 12 months, which will greatly improve the customer experience and
save the company and its shareholders a good deal of money.'
MEDFONE Nationwide, Inc.
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June 2003 Table Of Contents ]
Program: Customer Notification Call Center Program
'In less than 24 hours from an initial conversation, the outbound call
notification program began and was completed within seven business days.
This included a supplemental mass faxing (including list cleansing) program
that was completed in three business days and reinforced the outbound call
Message Time, Inc.
Product: Business Center 4.0
The client states, 'I manage my phone, fax and e-mail messages through one
online inbox. I play, view, save and forward voice mail, faxes and e-mail
right over the Web. I am notified instantly when new messages arrive. I view
and forward faxes online and even print them on the spot. My Web site will
automatically capture and insert prospect information right into my contact
manager. I can trigger automated e-mail campaigns and follow-up and
distribute phone and Web leads automatically. I can send appointment
invitations, coordinate schedules, delegate tasks and share files.'
NICE Systems, Inc.
Product: Nice Universe, Executive Connect and Nice Reporter
The client reported, 'Within just a few months of implementing the NICE CEM
technology and strategy, we experienced a significant return on investment.
Our productivity increased immediately.'
Product: Symposium Call Center Server
The client says, 'Nortel Networks Symposium Call Center Server helps us
direct a range of customer interactions through skills-based routing that
was not possible before. With specialized 800 numbers, our customers are
assured of speaking to the correct agent on first contact. As a result, our
hold times have decreased from 45 minutes to 5 minutes, while our CRM
initiatives through relationship-building have been significantly improved.'
Product: Client Management Software (CMS)
'After only a year of use, the client's customer retention was up 3.2
percent. Although 3.2 percent might not sound like much, to the client,
every six-tenths of a percent difference in customer retention adds up to
approximately $1 million in annualized revenue. So 3.2 percent actually
translated into a $2.5 to $3 million revenue increase in one year. This
figure doesn't even include the additional revenue the company sees from
increased use of their products.'
Primus Knowledge Solutions
Product: Primus eServer
The client states, 'Primus deployment at our company is like building
Disneyland. There are so many opportunities to use the knowledgebase that we
may never finish implementation. There might even be strategies for
implementation that haven't yet been envisioned.'
Product: RightNow eService Center
'In addition to reducing overall call volume, RightNow has improved the
efficiency of the client's call center. The company's service reps have
access to the Web knowledgebase, so even new reps can answer common
questions quickly and accurately. In fact, RightNow has become an integral
part of service rep training.'
Product: S1 CRM Solutions
'As the client, a bank, continues to build its database and go through
promotions, bank officials expect to get better at being able to construct a
promotion model that enables them to analyze and anticipate the results.
With the S1 CRM system, the bank can target specific groups, set success
goals and anticipate the success of the program before they invest major
dollars into it, ensuring that every marketing dollar is maximized.'
Product: Enterprise Edition
'Since deploying salesforce.com, the client has seen a substantial jump in
productivity across the organization. It has also measured a 6:1 cost
savings versus its previous system and a 750 percent return on investment,
the outcome of technology and productivity benefits of over $1 million on an
Product: SAS Customer Relationship Management Solutions
'ETLQ, the integrated data quality assessment and monitoring that
characterizes the SAS solution for data quality, makes it easy for the
client to detect and delete erroneous data, merge data between databases and
match common data each time the data are handled. As a result, the company's
data cleansing efforts are automated, enabling the client to deliver near
real-time performance metrics and fact-based decisions to its customers.'
Product: ASD Softswitch
The client company reports, 'No one wants to go back to the old system! When
there's a need, it's addressed immediately, and solved in one or two days.
With our previous system, it could take one to two days to get a callback
from technical support.'
SER Solutions, Inc.
Product: Call Processing System (CPS) 7.0
The client reports, 'The SER software has tripled the amount of records we
can go through per day. It's really a system, not just a dialer. It sends
records to the collectors transparently, handling all the administrative
duties that our collectors previously had to deal with themselves. CPS
recognizes and disposes of what we call non-revenue phone numbers. That
means we can talk to three times more people every day.'
'From the client's perspective, deploying CallCenter@nywhere has resulted in
significant increases in the number of new loans and revenue from new
clients; increased customer satisfaction and retention resulting from
real-time access to customer history information and more efficient call
Service: West customer care services
'Through West's customized contact solution, the client, a financial
institution, saved over 20 percent per call and was able to reduce the
amount of time an operator spends on credit card applications by collecting
much of the data ahead of time in the automated system. Utilizing
computer-telephony integration, West was able to increase customer
satisfaction by eliminating the need to repeat the information that was
already gathered in the speech recognition system. Not only did the speech
recognition system help to improve customer service, but it also led to
higher conversion rates and shorter wait times in the live agent queue.'
'Since the company's implementation of the eQuality software, it has
experienced dramatic performance improvements, including a 10 percent
increase in its sell-to-call conversation ratio. The implementation of
eQuality Balance to record customer interactions and eQuality Evaluation to
measure associates' performance online was instrumental in this success, as
the sales process is influenced directly by how effectively agents handle
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