CUSTOMER INTER@CTION Solutions' Magazine's
Fourth-Annual CRM Excellence Awards - Part II
EDITOR'S NOTE: Because of the very large volume of deserving award recipients,
the CRM Excellence Awards are being presented in two parts, with the first part appearing in the
issue of Customer Inter@ction Solutions'
Product: 3Com NBX IP-based telephone system
The client reports, 'Thanks to 3Com, we've unified our voice communications
across all of our locations. This lets us operate more efficiently and serve our
customers more effectively. Our new voice solution ensures our ability to
deliver consistent service to every location and to continue doing so as we
Product: AltiGen IP telephony product family
'So far, the company has seen cost savings result in two areas. Interoffice
calls (calls within the VoIP system to fellow employees across multiple company
sites) now cost nothing since they travel through the existing data network.
Also, the client was able to negotiate lower per-minute rates for incoming 800
and outbound calls, as all calls are now routed though the main Chicago hub.
Additionally, they are now able to use call center resources in India, which was
not an option before implementing a VoIP phone system.'
Product: Amdocs ClarifyCRM product suite
'Amdocs ClarifyCRM improved the service delivered by the client to its customers
by reducing the time it takes to resolve queries, enabling users to carry out
their own simple support tasks, and automating many support functions. For
instance, by automating the processing of 30,000 password re-set requests each
year, Amdocs ClarifyCRM has reduced time and resources by 10 percent, which
equates to U.S. $96,000 a year.'
Americall Group, Inc.
Service: Consolidation Program
'AGI has supported the client since June 2002. Over this time period, AGI has
accepted 22,412 inbound calls, placed 140,645 outbound calls, sent out 34,699
applications and has delivered 11,525 complete applications back to the client.
Applications generated have involved over $200 million dollars in loan
consolidation. The most significant factor influencing application return has
proven to be outbound follow-up calls by highly informative and helpful CSRs.
Over 60 percent of the applications returned require three or more follow-up
calls to the customer.'
'All businesses grow by attracting new customers and TeleVantage has enabled the
client to expand its customer base. Located in Southern California, the client
uses the system's fully customizable menus to provide instructions, information
and mortgage counseling in two languages ' English and Spanish. By meeting the
language needs of more potential customers, the client has begun to cultivate a
broader market, while providing an additional tier of customer service across
its entire customer base.'
'With the rollout of SalesLogix, the client's customers received increased
levels of responsiveness as well an increase in accurate information.
Up-to-the-minute information such as order status is now readily available. The
introduction of the CRM application also increased the level of communication
between the client and its channel partners and customers.'
Call Compliance, Inc.
Product: TeleBlock Do-Not-Call Blocking System
The client reports, 'TeleBlock has been everything we hoped it would be. It has
given us the power to perform our outbound calling campaigns without relying on
our agents to take the necessary precautions to be in compliance, and it has
allowed us to broaden our telephone marketing reach from solely inbound to
include outbound calling as well.'
CCC Interactive Corporation
Service: CCC Interactive Customer Care Services
'Responding to the urgency for our client to get an accurate understanding of
the true benefits of this campaign, CCC Interactive assembled their top
resources to form the implementation team. Our in-house application development
team built front-end applications, designed databases, performed indexing and
linked reporting to our client's legacy databases. Custom reports were designed
and approved. Agents were hired, trained and setup for skills-based routing.
Workstation phones were configured for Third Party Verification, desktop imaging
and agent scripting was completed, and all systems were live-tested and verified
within 45 days.'
The client, an airline, reported that over 200,000 customers have registered for
EasyUpdate; millions of messages were delivered to customers in its first year;
the client's market research indicated that 76 percent of EasyUpdate customers
clearly noted that having this service would influence their decision to choose
the airline for their next trip; EasyUpdate's impact on customer satisfaction
was very positive: the percentage of EasyUpdate customers that were satisfied by
the handling of a delay was 90 percent more than non-EasyUpdate customers; and
89 percent of customers who have used EasyUpdate found the service to be a
highly valued tool.
Service: Integrated Customer Care and Fulfillment
'In Q1 and Q2 of 2002, ClientLogic's support services achieved an impressive
97.3 percent and 91.3 percent customer satisfaction ratings from the client's
customers. In general, customer satisfaction exceeds the target SLA of 90
percent and remains well above (typically 15 to 20 percent) the industry
standard American Customer Satisfaction Index (ACSI) level.'
Cross Country Automotive Services
Service: Total Case Management
The client, an auto manufacturer, reported improvement of same-day case close
rate from 75 percent at program inception to 80 percent YE 2002, with a 30
percent increase in call volume and only 10 percent increase in staffing. The
client also experienced continual enhancement of timely, actionable issue
reports and significant technology updates with no disruption and immediate
benefits for both companies.
eAssist Global Solutions, Inc.
Product: eAssist Contact Center and eAssist Service Desk
'The customer service and support environment designed by eAssist ' leveraging
eAssist Contact Center and eAssist Service Desk ' has had a positive affect on
agent productivity in the client's Burlington, Ontario call center, and it has
significantly enhanced the customer service and support experience for the
company's customers. In a matter of six months, eAssist was able to implement
and roll out a solution that has had a positive impact on the client's call
Epicor Software Corp.
Product: Clientele CRM
The client reports, 'The new sales process has helped us establish best
practices throughout our organization. With everyone in the company using the
same process and the same milestones, sales forecasting has become a faster and
more accurate process. Even more important, having a clear and up-to-date
picture of the entire sales process gives our management the ability to respond
quickly, identify and fix problems or spot opportunities and move to take
advantage of them.'
Product: Genesys Suite 6.5
'With Genesys, the average speed of answering a business-to-business phone call
has gone from 41 seconds to 4 seconds. Before the installation, callers were on
hold and hanging up after 1 minute, 18 seconds. The client has seen significant
return on investment for both of its major contact centers. The operations group
saved $988,000 in 2001, while the marketing group saved $975,000 in 2001 by
implementing CRM technologies, including the Genesys 6 Suite of call center
solutions and Genesys Framework. Under the old system, the company experienced
an average of 2 minutes and 7 seconds of handling time, with an abandon rate of
17 percent. Today the agents, armed with screens that show customer information
and history, are able to handle their customers' business in only 1 minute and
40 seconds on average. The abandon rate has plummeted to 2.6 percent.'
Linktivity, a division of SpartaCom Technologies
'After the first three days in service, the cost of the WebInteractive
implementation was offset by the revenue generated from the associated service
level upgrades,' the client reports. 'By the end of the second week the
implementation of WebInteractive had generated more than $2,500 in additional
revenue from service level upgrades.'
Product: Maximizer Enterprise
The client states, 'Maximizer Enterprise acts as the backbone for sales and
marketing, providing a centralized hub for the collection and distribution of
vital information between salesmen, customer service, marketing and management.
When we first started looking for a CRM system, we realized that we needed a
solution that had more functionality and that we could customize to our needs.
We launched Maximizer Enterprise in 1999, have since upgraded to the latest
version and have never looked back. We rely on it as the cornerstone to maintain
our leadership position in the near and foreseeable future.'
Product: Onyx Enterprise CRM Suite
'Streamlined processes have increased sales volume and significantly reduced
administrative expenses. Costly paper processes and unnecessary handoffs between
departments have been eliminated. Additionally, the ability to do instantaneous
quotes is a significant competitive advantage for the business, allowing the
client to compete in many more opportunities. But more importantly, what the
client accomplished was a reduction in the size of their distribution channel
and an increase in the channel's effectiveness while at the same time having a
better educated, managed broker network. That has translated into more deal
opportunities plus higher close rates, and it has allowed the company to more
quickly turn quotes into contracts.'
Product: Oracle E-Business Suite
'One of the client's biggest 'downstream' paybacks came in the form of a vastly
improved customer service operation, which the company rolled out at the same
time it launched its new contact management system. The client's new Client
Service Center (CSC), based on Oracle Interaction Center and Service technology,
replaced an outsourced call center that had mainly served to field customers'
billing questions. The switch to Oracle was both a strategic move, since the
company gained better control over customer relationships, and a cost-cutting
initiative, since the company found it could now run the service center for less
than what the outsourcer charged ' a $900,000 annual savings.'
Product: ORCOM E-CIS
'Since the enhanced training program was implemented, the retention of ORCOM's
customer service representatives increased by 50 percent, resulting in an
overall elevation in the skill level of the client's front line and achieving
one of the client's highest priorities. In addition, the client, a natural gas
company, has reaped the rewards from ORCOM's ability to sell value-added
services, such as the Customer Appliance Protection Program (CAPP), an insurance
program that offers monthly monitoring of major appliances, including furnaces,
stoves and dishwashers, and provides a service technician for repairs when
needed. In any given month, ORCOM's customer service representatives have been
able to sell between 300 and 1000 CAPP plans. With ORCOM sales, the gas company
has been able to fortify its program and combat customer drops, resulting in
Product: PegaINTEGRATED INVESTIGATIONS
The client, a cooperative of banks, reports, 'We chose to work with Pegasystems
because they had the right technology solution to fit with our operational
requirements and support our growing business. Pegasystems was able to
demonstrate considerable experience in this market, and the functionality of its
products met all our requirements. We now have a seamless and transparent
investigations process, improved customer service, and reduced operational
Phase 2 Solutions, Inc.
Service: Speech Recognition Program
'Through random samplings of live agents verifying the results of the speech
recognition program, the identification success rate was 95.7 percent. The
automation Phase 2 developed saves this client over $3.1 million per month in
call processing and ultimately raised the level of service to their customers.'
The client states, 'What we were seeing was a large percentage of customers
seemed to be zeroing out to our customer service reps. Through our analysis
using RPM, we found that the information customers were looking to access was
somewhat difficult to get to, so we pushed that information up to the front of
the program and saw a huge drop in calls that transferred out to our customer
Product: Utilities OnCall
'The implementation of the automated IVR system resulted in a wide range of
benefits. The new system led to a reduction of 80 percent in manual data entry,
and to the automatic uploading of more than 95 percent of customer-communicated
reads. In addition, the system eliminated significant workload issues that
usually occurred following weekends and holidays, allowing for better work
scheduling. Issues that previously caused meter reads to enter the system too
late to be included on that month's billing have also been eliminated.'
Product: Salesnet Extended
The client was quoted as saying, 'Salesnet's focused CRM solution gives us the
deep sales features we need to maintain consistency and effectiveness throughout
our sales organization. Since using Salesnet, our sales team has a more defined
pipeline, which allows us to forecast more accurately. In turn, this keeps sales
goals in focus and helps us attain these goals faster. Ultimately, we sell more
effectively and bring more revenue into the company.'
Siemens Enterprise Networks
Products: HiPath ProCenter and HiPath Teleworking
'Since fewer calls are transferred, the abandon rate is down to 4 percent from
10 to 15 percent. Calls that used to be answered in 60 seconds or more are now
picked up in less than 20 seconds, 'literally a world-class level,' reports the
client. These results make customers happy, as has been indicated by customer
surveys over the past year showing increased customer satisfaction with the call
Service: Telvista Customer Management System (TCMS)
'In addition to providing agents with the tools and data needed to quickly and
effectively meet the needs of callers, Telvista implemented a fully automated
post-call customer survey utilizing state-of-the-art IVR technology. Since this
survey was initiated in July 2002, results show that customer satisfaction has
consistently exceeded 90 percent. At the same time, first-call resolution has
climbed to more than 95 percent. Although the total number of inbound calls
increased from 684 to 5,411 between April and July 2002, the client's per-call
costs fell by 45 percent during the same period and have since remained steady
despite moderate growth.'
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July 2003 Table Of Contents ]
'Since its first year with Affinium, the client continues to realize return on
investment on the total cost of projects (i.e., in-house labor), software
upgrades, implementation and Unica consulting by having more data available for
more effective targeting, as well as less manually driven processes and easier
ways to suppress and segment its customer base. The client has also recognized
significant savings by eliminating catalog mailings to unproductive customer
UniPress Software, Inc.
'With FootPrints, the client provides faster service and support to its
customers. More than 500 tickets were addressed within the first 4 months. With
constant access to support, users have become more comfortable using the
client's system, and are more self-sufficient by resolving most problems on
their own. The client has also become much more proactive in responding to
requests. At the same time, customers are equally proactive in answering their
own questions, submitting requests and getting the information they need, when
they need it.'
Product: UpShot XE
The client reports, 'UpShot has excellent functionality, providing personalized
views for every company representative in all of our lines of business. This is
the type of customization that Siebel provides, but UpShot does so without the
astronomical cost to maintain and modify the application as needs change.'
Voice Mail Broadcasting Corp. (VMBC)
Product: IVM (Interactive Voice Messaging)
'The client, a financial services company, has achieved quarter over quarter
record cross-sell and upsell growth. The contribution made by VMBC's CRM
initiatives is a key component of that growth. The company's direct mail CRM
efforts have had their response rates increase by over 100 percent by
pre-calling with a voice message through VMBC's service. '
Product: Hermes Pro INTER@CTIVE
'HERMES INTER@CTIVE allows the client to make an instantaneous and automated
link between the Web surfer and the company, which makes it an ideal convergence
between call centers and Web sites. Thanks to HERMES INTER@CTIVE, the Web site
shows a real commercial dimension, by offering a link in real-time. HERMES
INTER@CTIVE is adapted to the company, there is no modification needed in the
structure of the Web site, nor in the telephone installations.'