April 7, 2005

CUSTOMER WINS Customer Experience Management software and services supplier ResponseTek Networks has secured a deal to provide its CEM suite to Canadian insurance and risk management firm Aon Reed Stenhouse. ResponseTek CEM has been customized for Aon Reed Stenhouse's customer-facing employees based on customer feedback. The new framework allows Aon decision-makers to manage and improve customer satisfaction levels, according to ResponseTek Networks. South Carolina medical agency Palmetto Health has selected the Ekahau RTLS (real-time location system) for hospital resource tracking at its Richland location. RTLS uses an enterprise's existing wireless network to track Wi-Fi radio tags, as opposed to other systems in which a new Wi-Fi network must be installed. Ekahau believes the Richland installation will reduce equipment rentals, optimize existing asset usage, reduce losses and theft, and improve the hospital staff's speed at finding critical patient care equipment. IN THE NEWS IT services provider Cognizant has partnered with BI consultancy Inforte to deliver a comprehensive CRM consulting offering to global enterprise customers. Inforte's understanding of customer-facing operations and Cognizant's strength on the back end will provide clients with custom-tailored, integrated CRM strategies and technologies, according to the companies. NEW PRODUCTS Kintera has added new online advocacy features to its Sphere platform. These enhancements enable organizations to achieve better response rates from targeted campaigns, more personalized content for grassroots supporters, and more effective outreach to advocates, as well as time savings by improving ease of use for organization staffers. Features include automated sequenced email exchanges based on responses, improved tracking of campaign donations and activist behavior, and smarter selection of which public servants to target with letters and emails. Lending-software developer Teres Solutions has announced the release of Software Application for Integrated Lending (SAIL) Direct, which automates credit union direct lending processes. When used alongside SAIL Indirect, credit unions will have a fully integrated platform for all their lending activities. The reporting capabilities and automated decision-making functions built into SAIL Direct will allow credit unions to respond to loan applications faster, according to Teres Solutions. Related articles: Hear Customers, Help Overall Revenue ResponseTek announces the release of its customer feedback solution designed to increase customer loyalty. Cashing In on Customer Loyalty