CRM Excellence Awards: Part 1
ACCPAC International, Inc.
Product: ACCPAC CRM version 5.6
The client reports, 'We've been using the software like crazy and loving
it! We're getting an immediate return on investment and realizing big
productivity gains, and we continue to tweak the product as needed. Thanks
to ACCPAC CRM, we have left the days of the glorified Rolodex behind us
and can move forward managing our sales and marketing campaigns with
AltiGen Communications, Inc.
Product: AltiGen's AltiServ IP Phone System And Integration
With Microsoft CRM
The client reports, 'We are extremely happy with the integration
capabilities of the AltiGen solution. The integration with Microsoft CRM
is a standard feature of the AltiGen contact center. The automatic screen
pops of customer records when they call into our new system is saving time
and improving each interaction my customers have with my business. It has
improved the overall effectiveness of each member in my service groups.
They are doing more work in less time and that adds to my bottom line
Product: Aplicor CRM
Client experienced, among other benefits, an increase in 'closable'
pipeline volume of 60 percent after three months of use, and an increase
of 23 percent in the number of partnerships with a slightly greater
increase in corresponding partnership revenues. The client states, 'The
system was indeed the missing link that would tie our new partner products
together with our process and our team members. Without Aplicor CRM, we
could not have made our vision into a reality.'
With TeleVantage, the client now saves almost $30,000 a year in costs
previously associated with service contracts, legacy hardware maintenance
and phone lines. Employee productivity has improved by almost 20 percent
with the call handling and routing features of TeleVantage. The client
states, 'New employees used to take a week to get acclimated to the phone
system. But with TeleVantage, new employees are trained in 15 minutes and
comfortable in an hour and a half.'
Product: Aspect Call Center/Aspect Enterprise Contact Server/Aspect
Customer Self-Service/Aspect Adapter for eGain
The client, a utility company, reports, 'When there's an outage and
service goes out for 5,000 customers, 3,000 of them will try to call us
within 30 minutes. We weren't able to handle that kind of volume. Now we
can handle twice the number of calls with the same number of agents, and
by adding more tie lines between the IVR and the ACD, we could handle
triple the number.'
Autonomy Corporation plc
Autonomy's Audentify provides an innovative way for the client to
better serve its customers, vastly improving its customer call centers,
which are often the first line of defense in solving customer problems.
The client is able to better utilize employee time with Audentify's
solution, as it automates processes in its call centers and assists the
agents' 30 supervisors in quickly searching the call database for calls
used in training.
Product: Avaya IP Office
The client, a full-service travel agency, reports, 'Because a connection
to the Internet is all you need [to access the IP Office system], you
could be in China, and if you can get a broadband connection to the
Internet with a static IP address, I can put you on my IP Office system.
Now I can schedule an agent in Tennessee as part of my corporate call
center. She's part of the call queue and logs in and out just like
everybody else. I can track and get a report on her productivity. I can
see when she's on the phone, just as though she's in the same building as
Before implementing SalesLogix, the client, a large health insurer,
entered everything into the database manually, therefore the time devoted
to preparing quotes was staggering. Now, the company has all this
information in real-time. The efficiency gain was immediate. Previously,
it took five to ten minutes to generate a quote, now with SalesLogix
integrated with the client's membership enrollment system and rating
engine, it takes half the time. Companywide, SalesLogix generates 1,000
quotes for the client on an average day.
Call Compliance, Inc.
Product: TeleBlock Do-Not-Call Blocking System
TeleBlock empowered the client to dictate outbound compliance at both its
call centers by screening all calls against the same Web-based,
customer-specific centrally administered, secure DNC database managed by
them on their own behalf. According to the client, 'Implementation of a
cutting-edge technology is the only way to survive the DNC crisis and not
adversely affect calling performance. It is unfortunate, but telemarketing
companies that do not recognize the usefulness of a system like TeleBlock,
and continue to conduct business as usual, will probably not survive the
CCC Interactive Corp.
Service: Customer Acquisition Campaign
CCC Interactive states that the client, a supplier of heating oil,
selected CCC's service because of their ability to provided the needed
focus, flexibility and experience. CCC's technology provided them with a
higher level of efficiency, more accurate forecasting tools and immediate
cost savings. By using CCC's services, the client's customers experienced
an average handle time that was eight seconds less than the client's
internal call centers, and sales conversions that exceeded expectations at
greater than 37 percent.
Center Partners, Inc.
Implementation of CP-WNP, a proprietary, fully customized CRM system that
integrates process rules against error messages, resulted in a multitude
of benefits for clients, including: reducing the port-in transaction
backlog from 43 percent to less than 2.5 percent; reducing the total
fallout correction time from days to less than four hours; achieving 100
percent port message capture rates; and implementing process improvements
Service: ClientLogic's outsourced customer service
Fraud is expensive, particularly for large companies that are targeted
frequently. On several days during the first quarter of 2004, the dollar
amount of fraud attempts successfully thwarted by ClientLogic topped
$30,000, and total savings thus far for the client, a large technology
company, have exceeded $1 million. At times, nearly 20 percent of all the
company's incoming orders were fraud attempts. The client company also
depends on ClientLogic to stop identity theft and stolen credit cards from
disrupting their customers' lives and trust in their brand.
With EnsemblePro, the client has seen tangible results, such as
reducing the price per minute of each call. And these savings trickle down
to [end customers], allowing the client to offer more competitive pricing
and giving the company greater leverage to win new business. Having an
expanded inbound solution and multiple contact channels at its disposal
has also aided the client's new business efforts, enabling them to offer
compelling new tools to prospective clients and generate new revenue
Cross Country Automotive Services
Service: Volvo On Call Plus ' Telematics Services
One year following launch, thousands of Volvo drivers have activated
their On Call Plus system, offering Volvo a way of interacting with
customers long after the purchase of their vehicles. This state-of-the-art
system dedicated to the safety and security of Volvo drivers offers more
positive, value-added experiences, increasing customer satisfaction and
the likelihood of retention.
Product: Centergy M7480 plus PointSpan platform
The increase in the number of calls processed is a clear illustration of
the positive response by customers to this new solution. The number of
calls handled has jumped from 40 to 500 per day with only 12 information
managers handling the call volume, and more than 40 e-mails a day are now
answered in a detailed fashion with all of the necessary information for
the complex process of patent filing and registration of trademarks.
Product: etalk Qfiniti, etalk Recorder and etalk Survey
By choosing etalk's Performance Impact solutions, the client, an
energy company, was able to boost quality levels across multiple
departments, both in and outside the contact center. Not only was the
company able to drive higher quality and customer satisfaction levels
within its contact center, but it was also able to increase the quality
levels within its field operations and billing department, and achieve
cost savings across the board.
The client states, 'HEAT provided us with a rich and flexible set at a
price that made sense. When compared to the CRM system we had in place, it
provided us the flexibility to customize workflow to our specific business
needs rather than costly re-engineering our business to meet the needs of
the CRM system.'
Hispanic Teleservices Corporation
Service: Spanish-language teleservices
Within six months of HTC's relationship with the client, a large ISP, the
FTE count quadrupled. HTC has gone from serving two to four queues for the
client. HTC was awarded additional lines of business in congruence with
the company's strategy to capitalize on having one center capture all the
U.S. Hispanic queues to optimize information gathering. HTC has
consistently ranked at the top for metrics such as first call resolution,
averaging approximately nine percent above goal in the last six months.
Product: TotalView Workforce Management
The client, a direct seller of consumer items, reports, 'It's amazing
to see the efficiency and cost savings that TotalView has brought to our
contact center. Our customer satisfaction continues to improve because we
can accurately predict our peak contact volumes and staff accordingly so
our customers are serviced quickly.' In one year, the client has reached
its goal of increased efficiency and has experienced remarkable cost
savings and significant operational improvement.
InfoCision Management Corp.
Service: Q3 Quality Assurance Program
The client, a large issuer of credit cards, contracted InfoCision to
discover why its customer retention rate was so low. InfoCision's quality
assurance program identified a staggering non-compliance rate of 41
percent after a month of seed calling. The issuer would review
InfoCision's findings daily using its online system, which was available
any time of the day. In the event a call was marked non-compliant, an
independent verifications group reviewed a digital recording of the
conversation to verify the observations. Upon receiving the results, the
issuer's vendor management team addressed compliance issues with each of
its vendors. As a result of the information provided by InfoCision's seed
call program, the issuer was able to decrease non-compliance by nearly 90
percent, reducing it to five percent during the course of the year.
Product: KANA IQ
By deploying KANA IQ, the client, a leader in the document industry, has
been able to effectively deliver information on its ever-changing product
lines directly to customers and via the Web and its Welcome Centers. As
the company launches new products, it is able to build out its knowledge
base with up-to-date product information in the required languages
necessary to support its global customer base.
Since launching its Answer Engine, a central repository of information for
agents and customers which was created using KnowledgeBase.net, the
client, a Web hosting provider, has dramatically improved efficiencies and
decreased the operational costs of its customer support organization.
Overall, there has been an approximate 30 percent reduction in inbound
The client, an information management solution provider, states, '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.' By the end of the second week, the implementation
of WebInteractive had generated more than $2,500 in additional revenue
from service level upgrades. The client also reported, 'An additional ROI
factor that has not been calculated to date is the 50 to 70 percent
reduction in call time on a per-call basis, which has dramatically
increased our level of service.'
Message Time Technology
Product: Business Center 4.1
When the client began searching for a solution, they priced out what
it would cost to install a file server, fax server, database server, mail
server and interactive phone system. They were not surprised to hear a
quote of over $75,000. This did not include a full-time IT manager to set
up and maintain the system. With Message Time, they set up the whole
office for $29.95 per user, and there was no software or hardware to
Product: Client Management Software (CMS)
The client, a business-to-business distributor to the jewelry
industry, uses CMS to follow up on sales calls, track customer activity,
share information in real-time, monitor marketing programs and gauge
customer needs. Team members no longer have to struggle to remember every
business process, because CMS provides automated templates for them to
Product: RightNow Service and RightNow Locator
As a result of the online knowledge base, the client's site visitors
began answering up to 100,000 questions every month. RightNow Service and
RightNow Locator, combined, answer 95 percent of the site visitors'
questions. By providing these answers on the Web site, the client reduced
call center volume by 30 percent and e-mail volume by 50 percent. Because
of this reduction, agents are able to handle incoming calls more quickly,
and the company's call abandonment rate has dropped more than 70 percent.
Saratoga Systems Inc.
Product: iAvenue 6.2
The client, a large auto insurance company, calculates that its nightly
update cycle has been reduced by more than 80 percent, lowering processing
time on a monthly basis. The client reports, 'That is a significant
improvement. In just a few months, what we have saved in database usage
has pretty much paid for the costs of the upgrade. I couldn't ask for a
better return on investment.'
Product: Complex Process Management
For more than five years, StarTek has managed orders for this highly
successful telecommunications company, and the results of the strategic
partnership have been incredibly beneficial for both companies. In the
first 18 months alone, operating costs were reduced by 35 percent. In
addition, consolidation into two facilities garnered a 10 percent
Product: Real-Time Service Management (RTSM)
Immediately after deploying Support Soft SmartAccess software across
its entire customer base in less than 70 days, the client, a cable
broadband service provider, saw the benefits. The solution gave the client
the ability to dramatically change the installation environment and remove
the inefficiencies from the prior CD-based installation method. The client
reports, 'In the short time that we've been able to measure results, we're
seeing a significant change in the way our installation consistency is
The client, a prominent outsourced help desk and support organization,
has seen, after its deployment of CallCenter@nywhere, a significant
increase in attracting new customers, a significant reduction in the
number of calls to resolution ratio, reduced call resolution times,
reduced customer follow-up activities and improved overall agent
productivity. The client states, 'Telephony@Work has definitely made a
difference in the services and SLAs we can offer our customers. It has
allowed us to create stronger, more profitable relationships with our
existing customers and market our services to new entities we would not
have been able to service.'
Product: FootPrints for eService
The client, a world-class customer service organization with a range of
clients in the travel and hospitality industries, replaced its home-grown
CRM solution with the hosted version of FootPrints for eService. The client
states, 'FootPrints for eService helped us exceed client expectations and
minimized the time to launch a customized call center operation.' In
addition to meeting its own clients' reporting requirements, the company is
able to measure its own performance and ensure the company meets internal
Vertical Solutions, Inc.
Product: PowerHelp Enterprise
The client, a leader in the build out of corporate Intranets, Extranets and
Internet connections, has reported, 'With the implementation of VSI's
PowerHelp Enterprise software, sales reps have found the quote-to-sale
process greatly improved. The package has streamlined their efforts and has
given them better insight into their personal sales activity. VSI also has
given management a real-time view of all sales opportunities and allows
better collaboration of resources to go close more business.'
'It has not been so easy for the representatives that the client had
decided to record all their calls ' not just the 'up sell' ones.
VirtualLogger's unique pricing allowed them to record as little or as much
as they wanted without any increased cost. The unexpected benefit has been
on the quality assurance side. The client found there was a huge benefit to
their bottom line to record the customer service calls as well. They
estimate they are getting 15 percent more productivity out of their
representatives now that they've instituted a comprehensive monitoring,
logging, QA and feedback process.'
Product: eQuality Balance/eQuality Evaluation/Witness Systems Performance
Since the eQuality implementation, the client, the automotive financial
services arm of a major automobile manufacturer, has experienced significant
return on investment. Specific results include helping the company realize
cost avoidance of close to $1 million if it was to hire and train new
agents, instead of retaining current staff; raising productivity among newer
agents by 40 percent and among experienced agents by 6 percent; reducing
average handle times by 33 percent among new agents and 25 percent among
experienced agents; increasing overall quality scores by 32 percent; and
improving agent retention rates.
For information and subscriptions, visit www.TMCnet.com or
Basil Bennett is president and CEO of WillowCSN , a virtual contact center
service provider based in Miramar, Florida.
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