Inter@ction 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, to be continued next month in the August issue
of Customer Inter@ction Solutions'.
For the third consecutive year, the editors of Customer Inter@ction
Solutions' dared readers to prove that their companies have what it
takes to win the coveted CRM Excellence Award. Below are the winners'the
companies that offer the best and the brightest customer relationship
management products and services, all to the benefit of their clients.
Winners were chosen on hard data'quantifiable results that convinced us,
without a doubt, that their clients were infinitely better off with these
companies' products and services than without.
Congratulations to the winners.
'In the six months since the new program began with Alorica, the client
has cut its product returns by 50 percent, adding huge savings to the
company's bottom line. In fact, the company reported its first
profitable quarter ever, just three months into the customer care program.
Instead of receiving angry letters, the company is now getting letters
from consumers praising its stellar customer service.'
Product: Apropos Multi-Channel Interaction Management Suite
'After implementing Apropos Multi-Channel Interaction Management Suite,
the client reported it was able to reduce the cost of doing business,
reduce hold times from 40 minutes to 45 seconds, recover lost revenue by
identifying high-value customers and allow for 24 x 7 support around the
ATG (Art Technology Group)
Product: ATG Consumer Commerce Suite
'Client has seen a number of measurable business and IT benefits across
the board using ATG. Online sales revenue is up 38 percent from last year.
The site also has quadrupled online lead captures for offline
telemarketing and, since the re-launch, there has been a 765 percent
outbound revenue improvement over 2000 in 2001.'
Call Compliance, Inc.
Stefan E. Dunigan
Product: TeleBlock Do-Not-Call Blocking System
'Since TeleBlock's deployment in 2001, client has achieved an
unblemished compliance record ' not a single fine or penalty has been
levied by any state. Most importantly, the company has avoided the damage
to reputation normally associated with such fines.'
The client reported, 'ContactPro lets us match a customer's travel
desires with an agent's skills and experience, and that has made our
business much more dynamic.'
'CyberRep's implementation of cross-sell/up-sell strategies has
increased conversion rates and revenue percentages, exceeding the client's
overall projections by 50 percent. CyberRep averages between 25 to 32
percent conversions each month, adding $23,000 to $29,000 in weekly
revenue, nearly doubling the profit margin.'
Data-Tel Info Solutions
Ph: 614-895-8852, ext. 103
Product: xSELLerator Contact Center Suite
'Using xSELLerator with remote automation services, all data now resides
at the central office in the client's Phoenix-based call center. Lists
can be broken up and disbursed to each additional location, while result
codes (dispositioning) will automatically return back to the master list
in the central office.'
Product: divine NetAgent
Client reports, 'Using divine NetAgent and divine Expressions is
necessary to be successful. I don't think we would have half the sales
we do if we were not able to guide the people through the process, relieve
their anxiety or answer their questions.'
Product: Outsourced Contact Center, Web administration services
'While Edcor offers the advantage of being a single-source solution,
offering the full spectrum of customer relationship management (CRM)
capabilities, its flexible architecture enabled this client to come with
pre-selected choices. This provided the client with cost-savings, and the
ability to meet their speed-to-market goals.'
Product: Edify eService Suite
'Edify's comprehensive, multichannel platform and CRM applications
gave the client, a European roadside assistance company, the
enterprise-based solution to manage complex internal, multipart Web and
eGain Communications Corporation
Product: eGain eService Enterprise (E3)
'eGain eService Enterprise has given the client the kind of efficiency
and productivity it was looking for. The client has been able to minimize
their growth, respond directly to customer requests for better support and
more channels for delivering that support, and secure a competitive edge.'
Epicor Software Corporation
Product: Clientele CRM
'The customer service and technical support departments have experienced
dramatic improvement in their ability to manage calls. With Clientele, the
turnaround time for resolving customer issues has improved approximately
30 to 40 percent, allowing service professionals to handle more calls per
Products: Survey, Recorder and Advisor
'Recorder provides powerful quality assurance monitoring capabilities
and allows the client's contact centers to capture and store customer
interactions for easy evaluation. This allows its call center managers to
ensure constant and powerful customer communications.'
'The new system allows the user, a large city, to capture knowledge so
it's available to everyone. Plus, employees can add to it themselves any
time. The knowledge bases and HEAT's ease of use have simplified the
training of new hires.'
Product: Genesys Interaction Management Framework, Genesys Enterprise
Routing Solution and screen pop
'Not only was the client able to reduce costs, but also they were able
to support their sales operations more effectively by handling more calls
with the same number of agents. The company reported, 'The day after we
started using Genesys' Enterprise Routing, we could handle 25 percent
more calls with the same number of staff.''
'DemandMore'Leads is helping us maintain our position as the market
leader by changing the way we do business,' said the client. 'We
respond to our customers and prospects faster, and we have clear proof of
what marketing campaigns work and where we get the most bang for our buck.'
Message Time, Inc.
Product: Message Time Business Center
'Ninety-eight out of 100 letters end up in the circular file and 80
percent of your advertising campaign gets lost in the cracks. The
toll-free-number usage costs 9.9 cents per minute.' The user contends
that his system is '3,000 percent more cost-effective than the old way
of doing advertising.'
Product: Client Management Software (CMS)
'An insurance company was in search of technology that could simplify
the weighty sales process its mobile sales force was juggling. It found
Oncontact's CMS'and more than a million dollars in reduced operational
Products: Oracle 11i TeleService, Interaction Center
'In approximately 18 months, the client nearly doubled its staff
productivity, resulting in almost $3 million savings in personnel costs.'
Phase 2 Solutions, Inc.
'Phase 2's integrated billing solution dramatically outperformed all
previous conversion and integration efforts, resulting in the recovery of
substantial billable revenue, while bringing all billing cycles current.
Since July 2001, Phase 2 has generated over 2.8 million invoices, has
handled 1.3 million inbound calls and processed over 417,000 pieces of
Product: RightNow's eService solution
'Thanks to these support-driven site improvements, 86 percent of the
client's Web site users never need the help of a rep ' and another 10
percent find their own answers on the site. The client company's staff
therefore only need work with 4 percent of the entire user population.'
Rockwell FirstPoint Contact
Product: FirstPoint Business Edition
'With the additional functions the new system offers, the client has
been able to trim a quarter of its agent staff, while enabling the
remaining staff to handle the same number of calls in a more efficient
'With Selltis, we can easily view and report on any level of activity
for any sales agent, lead and customer,' the client reports. 'As a
result, we have a better grasp of what is happening in the sales
organization at any given time, and can more easily communicate and
collaborate with our colleagues, customers and partners.'
Products: Siebel eBusiness Applications, Siebel Call Center, Siebel Field
Service, Siebel Sales
'Finally, for field salespeople, the system has facilitated the transfer
of lead information, improved the ability to determine the effectiveness
of sales campaigns, and greatly streamlined the preparation of quarterly
'The improvements we have seen with StarTrainer have been remarkable,'
reports the client. 'We are certain that our customers will appreciate
the results, which will further elevate our standard of industry-leading
Product: Vista IMR
'All in all, we have seen the cost of our self-service calls drop by
one-third since our DTMF days. We recouped our original investment in
speech recognition within a year and the savings over touch-tone are
Ph: 402-592-4544, ext. 3110
Product: Tigerpaw Software's Business Suite
'The client's overall cost savings by using our software was 10 to 15
percent. This savings was immediately transferred to the bottom line.'
UniPress Software, Inc.
Ph: 732-287-2100, ext. 938
'FootPrints enables employees to play a larger role in the help desk,
submitting tickets and searching for solutions on their own, speeding
issue resolution and freeing up the help desk staff. When employees call
or e-mail the help desk staff, FootPrints' automatic e-mail alerts keep
them informed of new status, improving communication.'
Product: Vividence XMS
'Based on the Vividence recommendations, the client streamlined its
[Web] shopping and checkout processes, enhanced the search tool and
improved site navigation. The resulting redesign reduced the number of
clicks for the entire shopping process ' from product selection to
checkout ' by 37 percent. Furthermore, the checkout process was greatly
simplified by reducing the number of pages from five to three.'
The client comments, 'We knew that our technology and process changes
would dramatically improve our ability to service customers through our
Phone Bank. What we didn't expect was the tremendous increase in sales
leads and the four-point increase in customer satisfaction scores. We
couldn't have scripted the end results better if we had tried.'
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July 2002 Table Of Contents ]
Product: White Pajama CRM Contact Center
The client says, 'White Pajama fosters accountability within our
organization, and we can rest assured that no client issues will go