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Transactions: Customer Wins for August 31, 2004
The Regence Group has expanded its Onyx deployment; RightNow Technologies announced that Big Brothers Big Sisters has chosen the RightNow Service to support the nationwide rollout of its new, core Agency Information Management system; and more.
Posted Aug 31, 2004
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Omniture announced that America Online has selected its SiteCatalyst hosted Web-analytics solution to provide analytics across all of AOL's worldwide properties and services. "We're very honored to have been selected," says Josh James, CEO and cofounder of Omniture. "Not only is this the biggest deal for Omniture, but this is the largest Web-analytics deal and the largest ASP-deal, period--it is a real validation for the ASP market." AOL reviewed 30 vendors before selecting SiteCatalyst. "AOL has multiple business models that distribute its business," James says. "What they were trying to do is implement a solution that could be applied through all of those units and help them understand the interactions between them. One of the key factors in choosing SiteCatalyst was [selecting] a product that could be implemented across all of those sections of their site and give them very detailed analysis but also give them a very user friendly feel." The solution's ability to collect and present real-time information in real time is especially important for AOL's news sector. Now, for example, its news department will more readily be able to view headlines to see what works and what doesn't, and make changes in real time. In addition Omniture has already begun working with many of AOL's business partners, such as CareerBuilder.com and Edmunds.com. Siebel Systems announced that Brakes, a supplier of food service solutions to caterers in the United Kingdom and France, including restaurants, hotels, and schools, has selected Siebel Consumer Goods. Brakes plans to use the solution to streamline its sales-ordering and service-inquiry process, and to target customers with relevant catering offerings. Salesforce.com announced that StreamServe, an organization in the Enterprise Business Communication (EBC) market, selected Salesforce.com for StreamServe's integrated global CRM. The company's Salesforce.com deployment included integration with Microsoft ERP applications and the company's own legacy systems. ReShape, a developer of chip-level design automation, has also implemented Salesforce.com to help drive sales growth for its start up business. ReShape chose Salesforce.com Professional Edition largely for its customization capabilities, as well as for its integration with Microsoft Outlook, Intuit QuickBooks, and other applications.
Last, Atrium Staffing selected Salesforce.com for its sales and client development. Atrium chose the solution primarily for its ability to match market-specific requirements, and to effectively track clients, companies, applicants, and placements. Salesforce.com's CRM Success Program also provides Atrium with a variety of free resources on an ongoing basis. RightNow Technologies announced that Big Brothers Big Sisters, the oldest and largest youth-mentoring organization in the United States, has chosen the RightNow Service to support the nationwide rollout of its new, core Agency Information Management system. The agency has used the technology to track issues during the development process, as well as to provide its 5,000 end users with technical support via phone, email, and Web self-service. The Regence Group, a large collection of Blue Cross/Blue Shield plans in the Northwest, has expanded its Onyx deployment to improve the incorporation of Regence's broker channel into its overall CRM strategy. Regence is using Onyx Broker Portal to provide brokers with important information like demographics, plan-expiration dates, real-time quotes, and enrollment proposals through a self-service system. This has allowed the company's Web portal to provide real-time rate quotes and proposals for community-rated groups. Rockwell FirstPoint Contact announced that Global Access, South Africa's major provider of satellite-transmitted business broadcast services and facilities, has implemented its FirstPoint Business Edition product. Rockwell FirstPoint Contact's channel partner, AST Networks, implemented the solution at Global Access's contact center site. To better service its growing customer base, Global Access recently upgraded its call center from a private automatic branch exchange call-distributor environment to its current call center platform. The company chose the solution for its tier-based routing, remote-agent capabilities, and integration with other applications. Opus Group, a provider of performance management solutions for the insurance industry, announced that it has been selected by OneBeacon, a property-casualty insurance group, to improve service and reduce operating costs for its personal-lines processing, customer service, and claims areas. The Opus Group Performance Management solution for OneBeacon includes Opus Suite Performance Analytics software, and process optimization and training services. Related article: Siebel Gets Analytical
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