Transactions: Customer Wins for October 12, 2004

QlikTech, a provider of business intelligence (BI), announced that Colonial Life and Accident Insurance Company, a provider of supplemental insurance, benefits communication, and enrollment services, will deploy QlikView, QlikTech's BI software program, to several thousand independent agents and internal business analysts. The new software will be used for sales, customer satisfaction, and financial analysis and reporting. QlikView is designed to allow users to skip the process of designing, developing, and maintaining OLAP cubes and, in many cases, the need to build and maintain separate data warehouses and marts. This could enable Colonial to develop and deploy new BI applications within days instead of months, which could mean greater flexibility, faster ROI, and lower costs. Colonial's sales representatives will use QlikView for sales and reporting analysis functions to help identify and close new accounts faster and generate higher sales. Colonial's customer service department is currently using QlikView to analyze call center data and improve its customer service. According to Bryan Allen, assistant vice president of business MIS services, the new program will be both powerful enough to support the analytical needs of the company and flexible enough to be used by independent sales representatives across the country. Apptera, a provider of packaged speech applications, announced the first packaged speech application in Spanish. Bank of America (BoA), has deployed the new system as a voice-automated, Spanish-based branch and ATM locator. The ATM locator provides location information for all BoA and Fleet banking centers and ATMs. BoA plans to use the application to improve customers' ability to access banking information, as well as improve customer management. E.piphany, announced that SNT, one of the largest contact centers in Europe, has agreed to use E.piphany CRM software to manage marketing offers for incoming customer contacts. As part of the agreement SNT will also use E.piphany CRM software to help operate its services portfolio. The software aims to help firms gain better insight into customer behavior, to gain improved personalized service. Conwy & Denbighshire NHS Trust (C&D), a North Wales hospital group, has selected LiveTime Software to both centralize its help desk and to reduce cases. Specifically, C&D has deployed LiveTime Help Desk to aid the group's IT help-desk team in supporting more than 6,000 users at 60 sites. According to Anne Martin, support development manager, C&D was attracted by the product's ease-of-use, reporting features, call logging-and-management tools, and Internet architecture. Martin also reports that since implementing LiveTime, open calls have been reduced from more than 1,000 to no more than 100. Related articles: CRM in Action: Low-Cost Data Analysis