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Back to the Drawing Board
A bulletin board of CRM implementations.
For the rest of the December 2001 issue of CRM magazine please click here
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Binney & Smith, maker of Crayola products, has chosen Watchfire Enterprise Solution from provider of automated Web site management software Watchfire to optimize their Crayola.com and SillyPutty.com Web sites and conduct site assessment and management on a regular basis to encourage repeat traffic to the sites. The software provides comprehensive analysis and reporting software to help detect and manage site errors such as slow transactions, broken links, poor searchability, accessibility problems and privacy compliance issues. Crayola.com offers resources for children, educators and parents, and Watchfire's solution will be used on an ongoing basis with particular emphasis during traffic-heavy seasonal events such as Crayola.com's December holiday campaign.



The Internal Revenue Service, in an effort to continue upgrades to its 35-year-old computer system, has signed a $10 million contract with Pleasanton, Calif.-based PeopleSoft to enhance its customer relationship processes, which have come under criticism over the past few years from taxpayers for not being taxpayer-friendly enough. Peoplesoft's front-office solution will play a part in the government-wide initiative to improve the way agencies buy products from suppliers and communicate and connect with taxpayers. IRS projects based on PeopleSoft's CRM software should begin by summer 2002 when the agency expects to introduce an improved online service for certified tax preparers. The second phase will focus on how the agency will interact with taxpayers. By 2004, taxpayers will be able to see the same information online as do IRS agents answering their phone calls, while the agents will have access to the tax history of callers.

BellSouth has chosen partner relationship management software provider Allegis to consolidate BellSouth's partner data and bolster the company's partner sales by deploying Allegis eBusiness Suite. Implementation of the suite will allow BellSouth to consolidate partner data from fragmented records to create comprehensive partner profiles, manage sales lead generation more efficiently, track the certification and training of partners at the individual level and provide an immediate and comprehensive communication capability with partners, thus enabling BellSouth's partners to market and sell the company's products and services more effectively. With the platform providing BellSouth the ability to interface with and manage the channel in real time, enhanced partner programs will help drive revenue.

Onyx Software Corporation is providing CRM solutions to homebuilder The Ryland Group. The homebuilder CRM solution is designed to help Ryland create a picture-perfect buying experience for its customers by presenting a consistent face to home buyers across all touch points for enhanced customer satisfaction throughout the home-buying life cycle. Ryland, which operates in 21 markets across the United states, will use Onyx Enterprise 2001 to streamline operations, automate processes and improve communications between its sales offices, design centers and divisional and corporate offices. The Onyx system also will include a custom home configuration model, enabling sales and design-center agents to configure homes "on the fly" and keep track of customer-selected options in a single repository. Solonis, a technology consulting firm, will provide Ryland with the implementation and integration services for the Onyx CRM solution.

• Fashion retailer Nordstrom, has selected Affinium, a
modular, cross-channel marketing suite, to increase the effectiveness of its cross-channel marketing campaigns. The suite from the Lincoln, Mass.-based Unica, a provider of analytical CRM and marketing automation solutions, delivers functionality for data mining and predictive modeling; customer interaction and campaign management reporting; and real-time personalization. Affinium's segmentation and personalization capabilities will allow Nordstrom to easily communicate with specific customers, such as those who prefer e-mail communications and information about special offers and events. This customer-focused marketing approach will help Nordstrom integrate cross-channel customer communications and marketing with the experience customers receive in the retailer's 122 stores nationwide.

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