[August 16, 2010]

Unilever to Describe Journey to Service Excellence in Upcoming Astute Solutions Webcast

Astute Solutions (www.astutesolutions.com) today announced that it is sponsoring a live webcast, "Simplified, Streamlined and Empowered: How Unilever Transformed Consumer Services into a Strategic Asset," on August 17 at 12:00 p.m. EDT.

During the one-hour event, Unilever's Director of Consumer Services, Linnea Johnson, will trace the steps taken by her organization to support world-class multi-channel service delivery and to ensure the distribution of timely, actionable consumer insights across the enterprise.

Handling nearly 4 million contacts annually-across 90 household brands like Dove^®, Klondike^® and Axe^®-Unilever's consumer services faced numerous obstacles to meeting their standards for service quality and responsiveness. Johnson will reveal how her organization addressed information access barriers, technology limitations, reporting inefficiencies, cost constraints, and other related challenges as part of a continuous effort to deliver exceptional consumer service.

As part of the case study presentation, Johnson will explain how Unilever systematically upgraded and integrated CRM knowledge management, Web self-service, and communications technologies to reduce costs and complexity while improving the customer experience. In addition, she will share her experiences handling consumer inquiries during the largest recall in Unilever's history, while at a critical stage of the implementation.

Webcast attendees will learn how the company's consumer services organization achieved results like the following:

• An initial Web self-service accuracy rate of over 95%
• A 90% reduction in email volume as a result of effective online self-service
• A 50% reduction in calls to the internal help desk
• Annual savings of $4.4 million with a sales impact of approximately $9 million

They also will learn about:

• Aligning people, processes and technologies
• Balancing operations' needs with a solution's capabilities
• Chartering a strong core team of technical and business users to drive change
• Improving consumer experiences through Web self-service and empowered agents
• Expanding the value of consumer insights, company-wide

Lori Angalich, vice president of marketing, Astute Solutions, will discuss the key technology enablers behind Unilever's success.

There is no charge to attend the webcast. Interested parties can register through Customer Management IQ by accessing the following link: http://www.customermanagementiq.com/webinarinfo.cfm?externalid=195

About Astute Solutions

Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through customer service excellence. Its user-friendly ePowerCenter^TM and RealDialog^TM solutions provide the robust capabilities companies need to deliver efficient, high-touch, and high-quality service; while ensuring consistent and accurate responses across all communication channels. Moreover, Astute's solutions capture actionable "voice of the customer" feedback that leads to improved products, services and operations. By partnering with Astute Solutions, leading companies across a variety of industries achieve exceptional ROI by reducing overall interaction and operational costs, improving agent performance, retaining more customers, delivering market-leading products and services, and increasing revenue. For more information, visit http://www.astutesolutions.com.

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