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July 24, 2008

TouchStar Highlights Accomplishments, Addresses Rumors

By Shireen Dee, TMCnet Contributor

TouchStar (News - Alert) recently issued a statement to address rumors about its operations and to clarify its current financial standing.
The company announced that it set sales records recently, and that its per scale average revenue increased 23 percent due to the launch of a new enterprise call center software solution.
“TouchStar's sales and support teams have been told by several clients and prospective clients that a handful of people are spreading false and disparaging statements about TouchStar,” said Steve Bederman (News - Alert), the company’s CEO, in a statement.
Bederman continued: “TouchStar has made several significant and healthy changes in 2008. We properly adjusted for redundancies gained from prior acquisitions and we built a better business model based on lessons we learned as we grew. I am not surprised that a few competitors have tried to use unprofessional tactics because TouchStar's market share continues to grow.”
As large call centers realized that the implementation of TouchStar 2008 Enterprise Call Center system would cut their support and expansions costs, TouchStar’s sales quantities increased and not only contributed to its expansion but also helped achieve new sales records. While it focused its marketing activities to tactics that have previously produced direct results, its lead production and sales opportunity pipelines also rose to record levels.
“I made a decision in March, during the week that Bear Stearns failed, that TouchStar would increase profitability to ensure that cash flow would sustain the company even if the economy slowed down,” Bederman said. “While we have very strong banking and investment partners, we suspected that their ability to extend lines of credit would soon change. We made a proactive decision to reduce expenses. I also brought in a very experienced organizational change expert to help us identify opportunities to improve our business model. As an example, our change consultant immediately identified a need to add more real time probes into every part of our business to make decisions faster.”
With the implementation of scorecards, managers and employees were provided with specific quantitative and qualitative metrics that would help both parties in monitoring and reviewing TouchStar's 2008 business plan. This implementation not only resulted in increased performances by installation and support departments but also contributed to employee satisfaction as it allowed them to directly relate their efforts with the success of TouchStar customers, fellow employees, and financial results.
“TouchStar sales, marketing, installation, and support departments all set performance records in the second quarter of 2008 as TouchStar executed a 20 point plan designed to maintain our growth while reducing inefficiencies,” said Rick Morris, TouchStar's chief operating officer, in a statement.

Shireen Dee is a contributing editor for TMCnet. To read more of Shireen’s articles, please visit her columnist page.

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