Customer [email protected] Solutions Magazine's
Third-Annual CRM Excellence Awards
EDITOR'S NOTE: Because of the volume of
awards applications we received, the CRM Excellence Awards will be
presented in two parts. Go To Part I...
We, the editors of Customer [email protected] Solutions', have been
gratified to discover that our CRM Excellence Award, given annually in a
summer issue, has become so sought after an accolade, entries came pouring
in from all sides of the call center, CRM and teleservices markets. As a
result, we have found it necessary to expand our winners' list to honor
all the companies we judged worthy to bear our mark of excellence.
On the following pages, you will find the second part of the winners'
list (part one was presented in the July 2002 issue),
complete with company contact information and a sampling of the results we
used to judge the winners as CRM Excellence recipients. Congratulations to
Product: Active Sales Assistant
Client reports, 'We expect our investment in Active Sales Assistant to
generate returns in one year of more than 10 times what we spent.'
APAC Customer Services, Inc.
Susan M. Millspaugh
Results to the client included labor arbitrage reducing all ongoing
operating costs by creating more competitive salary structures, a savings of
nearly $3.7 million dollars annually in facility costs alone, and a
reduction of total operating expenses for the client by nearly $7 million
Karla Di Grazia
Aspect Enterprise Contact Server
The return on investment is in line with the client's expectations, with
Web sales hitting initial sales goals within three months of deployment,
self-service capabilities delivering efficiencies and reductions in
overhead, and cost per sale expected to decrease.
CenterForce Technologies, Inc.
Product: CenterForce Optimizer
'Our agents are thrilled with CenterForce Optimizer,' the client
reports. 'We involved them in our discussions before we installed the
system, so they knew we were investigating ways we could help them be more
successful. Now all of our agents are meeting their goals, which means more
money in their pockets as the result of productivity incentives. That helps
us remain competitive in a tight labor market.'
'In only a few weeks, Clarkston had built a pilot program that greatly
improved the efficiency of the client's sales force, providing them with
immediate access to data that previously took them up to four hours to
retrieve. The new system gave the sales force the ability to access
real-time information on customer order status and tracking, which they
previously could only access by contacting support staff in multiple
departments within the company.'
For one of its clients, ClientLogic reversed the company's answering
metrics. After implementation of ClientLogic services, less than 7 percent
of calls are abandoned; over 93 percent are answered. Eighty percent of
calls are answered within 30 seconds and customer satisfaction rating is
consistently 70 percent or higher.
Entel Call Center
Juan Carlos Lorca V
'Today the average call times are being significantly reduced based on
historical data now available to agents. Additional call-backs into the
center have also been reduced based upon the agent's ability to service
customers across disciplines and service functions.'
'ROI has been significant: By automating this once-manual
communications process, the client is now regularly able to reach three
times as many customers regarding late or non-payment and has freed trained
and licensed customer service representatives for more complex inbound
customer inquiries. Additionally, the number of customers whose policies
have been cancelled due to non-payment is 29 percent less than the previous
Product: E.piphany Real Time
The client reported a 75 percent increase in campaign velocity ' by
integrating campaign creation, segmentation and execution workflow within a
single Web-based application; an 18 percent increase in top users' sales
per hour; and a 16 percent increase in sales revenue.
Escotel Mobile Communications, India
Mr. Srivalsan Pillai
Ph: +91-11- 695-9364, ext. 272
'When results were analyzed, over 90 percent of customers who were
advised, enrolled. The revenue from these customers increased dramatically,
and the churn rate of these customers dropped from the normal 1.2 percent
per month to below 0.05 percent.'
Due to eTelecare's lower pricing structure and powerful data
reporting, the client reduced costs by 54 percent, saving $100,000 per year
by deploying 20 customer service agents through eTelecare.
IEX, a Tekelec company
Product: TotalView Workforce Management
Prior to implementing TotalView, turnover was a big issue for the client and
from 1999 to 2001, the company has reduced resignations by 42.6 percent.
Over the last two years, the client company has avoided hiring and training
47 employees at a cost $6,000 per new employee, which amounts to an overall
cost savings of $282,000.
Interactive Intelligence Inc.
Product: Customer Interaction Center (CIC)
The client uses CIC's IVR to support approximately 130 agents processing,
on average, 10,000 inbound and outbound interactions per day. The company
cites a 24 percent reduction in live agent call handling ' a 24 percent
increase in capacity ' resulting from the new system's ability to
effectively match IVR criteria with the appropriate routing destination.
When this percentage is calculated based on agent cost, the company cites a
savings of approximately $1.4 million in 2001 alone.
Ph: 978-694-9992, ext. 32
Product: ilinkCRM Gateway
Users comment, 'The great thing about this is that even in its
non-fully functional form, [ilinkCRM Gateway] is a thousand times better
than what we had before.'
Product: Intraspect 5 Applications
Client saved $60,000 by capturing knowledge from seasoned employees
before they left, eliminating the cost of hiring a consultant to fill the
knowledge gap. The system helps new employees get up to speed faster,
reducing ramp-up time by as much as 75 percent.
Product: KANA IQ
Based on the success the client has experienced with KANA IQ, the company
recently deployed several knowledge bases for internal use and has already
experienced a significant increase in usage. The client attributes much of
the success to the product's functionality and plans on additional KANA IQ
deployments in the coming months.
Product: KnowDev/Virtual Customer
The client reported, 'Within the first six months of using the Knowlagent
platform, monthly sales almost doubled, increasing from $2.45 million to
$4.41 million per month.'
KnowledgeBase Solutions Inc.
Product: KnowledgeBase.net Hosted Edition v2.6
With KnowledgeBase.net, the client's support team reduced call-backs by 25
percent in the first two months of use. Now, customer issues are resolved
more quickly, bringing the team closer to the goal of 100 percent accuracy.
Product: Primus eServer, Primus eSupport
Client estimates a six-month payback period and pre-tax earnings per
share increase of 15 cents due to the Primus deployment.
Product: SAS Customer Relationship Management Solution
SAS CRM enabled the client to save more than $1 million in the first year
alone by reducing the need for data-conversion outsourcing. It has also
helped to increase sales through effective product bundling to the customers
it has gained or retained.
Product: Talisma CRM Suite
Last quarter, the client reported a 5,000 percent increase in sales and at
least 40 percent of those sales have been directly attributed to using the
Talisma CRM Suite.
Product: [email protected]re
'The business has certainly prospered by becoming more cost effective and
customer friendly with the addition of [email protected],' reported the
client. 'It is now believed to be an integral component in our customer
service and relationship management strategy.'
Teradata, a division of NCR
Beth Ann Konves
Product: Teradata CRM
Client reports that its primary sources of ROI are cost savings through more
effective, targeted marketing programs and increased revenue and
profitability by making relevant, timely offers to customers through their
Client reported that in total, 180 percent more targeted customer
contacts were generated from marketing campaigns compared to the previous
12-month period, resulting in almost nine million customer contacts. The
client's campaigns continue to yield response rates of over 20 percent and
have produced an average return on investment of over 100 percent.
Product: UpShot InVision Forecasting
Client reports, 'UpShot's InVision Forecasting helps us determine
exactly where all our deals are in the sales pipeline, recognize positive or
negative patterns, and change selling strategies accordingly.'
Vertical Solutions, Inc. (VSI)
Ron Wegmann, Jr.
Ph: 513-891-7997, ext. 322
Product: PowerHelp Millennium
Client reports, 'By implementing the Powerhelp CRM system for our 150
agents, we were able to reduce our total call handling time by over 5
percent during a period of increasingly complex issues for our clients. The
system also allowed us to expand our offerings to current and future
Vytek Messaging Services Division (formerly Telamon)
Ph: 510-987-7700, ext. 105
Product: TelAlert Urgent Messaging System
The client, an airline, estimates that TelAlert UMS paid for itself in less
than three months ' reducing revenue losses caused by downtime in the
reservation system and Web booking system. It cut the airline's telephone
connection charges by sending multiple messages in a single dial-up
connection to the airline's paging service providers. In the year
following the implementation, the airline received the lowest number of
customer complaints of any major U.S. airline.
[ Return To The
August 2002 Table Of Contents ]
After just six months, the client, an airline, has seen significant returns
on its eQuality investment, including an eight percent increase in e-ticket
sales and a 22 percent increase in vendor transfer programs (i.e., car
rentals). The airline wants to implement similar QA processes to guide
agents who interact with customers via e-mail and the Web.