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Hawaiian Airlines Charters a Flight to Success
A Bulletin Board of CRM Implementations
For the rest of the November 2001 issue of CRM magazine please click here
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Hawaiian Airlines, based in Honolulu, will install Charter Continuum, an enterprise-wide CRM software solution from consumer-to-business customer management software provider Swallow Information Systems. The airline-specific software will be used to track all inbound customer contacts, including telephone calls and contacts received via letter and will provide a comprehensive system for managing, tracking, resolving and reporting on customer feedback. In addition, Swallow's Charter Scanner will allow all paper correspondence to be scanned and saved as graphical images within the system, creating a paperless environment that enables the customer service team to provide inquiry and complaint resolution more efficiently and process cases more expeditiously.


Kia Motors America has deployed Nortel Networks' Clarify eFrontOffice CRM suite to provide a single, integrated CRM system that creates seamless customer experiences. Through eFrontOffice, Kia Motors agents gain a more complete view of customer and vehicle history and immediate access to data that allows agents to resolve real-time customer problems. The solution connects previously disparate customer interaction points allowing agents to handle better customer calls and resolve more customer issues in a timely manner. Kia can also create management reports that help prioritize projects, and field travelers can access customer data via the Web without logging onto the Kia network.

• Wholesale provider of technology solutions, products and services, Ingram Micro, has chosen Dallas-based i2 Technologies, a provider of value chain solutions and collaborative e-business services, to offer additional estorefront tools to its value-added-reseller customers. The two companies will deliver personalized e-commerce tools that integrate sales activities through a single Web interface for Ingram Micro's technology reseller community in order to expand resellers' market reach and grow sales. The single Web interface provides Ingram Micro with the ability to support customer-specific product configuration and pricing for a wide range of product and price scenarios. Ingram Micro will also have the ability to provide customers personalized interactions through cost-effective Web-based marketing campaigns based on market demands and enterprise objectives and resources.

• San Francisco-based Actelion Pharmaceuticals will implement Fairfield, N.J.-based stayinFront's Visual Elk and Panoroma solutions to provide a turnkey CRM solution and the infrastructure to support the launch of new products. Visual Elk is a CRM platform designed to provide an enterprise-wide solution to manage and integrate all points of customer interaction, including sales, marketing and customer support applications. Panorama is a data analysis and decision support tool that can be used to analyze sales, marketing and financial information quickly. The solutions will enable Actelion's territory managers, regional sales managers, national account managers and medical liaisons to share customer information and collaborate on account activities.

• Norwood, Mass.-based Analog Devices, manufacturer of integrated circuits used in analog and digital signal processing applications, has selected Ockham Technologies' SalesRazor 3.0 software to help set its sales quotas worldwide. The software, which bridges the gap between disparate information sources within a multichannel sales organization to create a unified sales management system, will provide Analog with a tool for analyzing past and projected performance on a territory-by-territory basis to establish accurate quotas and ensure better performance by sales people. Analog will integrate SalesRazor 3.0's Quota application with its opportunity management system and SAP financial to provide sales managers with a single point of access to multiple sources of data.

Time Warner Communications has selected San Francisco- based Salesforce.com's online CRM service for use by its Columbus, Ohio-based Road Runner Business Services Department, provider of high-speed online service for homes and businesses. Salesforce.com builds enterprise applications as scalable online services, and the solution will provide Time Warner integrated online sales force automation, customer support management and marketing automation components. The company's sales and support staff will be able to track customer information to reduce the average response time to customer queries by almost half.

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