In which specific, tangible areas should we expect to be able to measure ROI?
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  • Onyx Software Corp. has won a deal to provide CRM products and services to Suncorp Metway Ltd., an Australian financial and insurance services firm. The Onyx solution, which connects brokers and other partners, will replace more than 20 product systems used at Suncorp and will give the company's sales staff a complete customer snapshot, product portfolio, and contact management history no matter who takes the call. Suncorp will begin the roll out of the Onyx employee portal to 130 retail branches and a 500-person call center this month, followed by a launch of the solutions into its business banking sector. • Dresdner RCM Global Investors, the global asset-management division of Dresdner Bank Group, has selected Pivotal Corp. to streamline its processes and improve its customer service. The Pivotal solution suite will allow Dresdner RCM, which has more than $76.3 billion in assets under management, to capture a complete history of client interactions and account activities by tying customer information across various channels. The implementation will allow Dresdner RCM to cut through volumes of data in order to cross-sell its services. Dresdner executives say the implementation will replace the company's in-house solution. The first phase of the roll out began last month in the company's U.K. offices. • Tyler Technologies Inc. has signed contracts with six cities in six different states to provide its InVision suite of software applications to local governments. The InVision suite consists of financial, human resource, municipal court, and CRM applications that include utility customer-information systems, property management, contact management, business license, permits and inspections, emergency medical services billing, and other applications targeted to local governments. The InVision solution is aimed at small to midsize local governments whose needs have passed their homegrown systems. • Verizon Communications has implemented Point Information Systems' e-CRM solution to support account managers in its Business Partnership Channel (BPC). The deployment features the Point Information Systems' e-point Contact Center Web Desktop that unifies marketing, sales, and service functionality. The new system will be used by Verizon's BPC account managers and sales managers in call centers in Massachusetts and Pennsylvania as a platform to win back former customers, retain existing customers, and increase the company's ability to accurately forecast future sales opportunities in B2B sales to midsize companies. Verizon BPC managers in western states already use TeamPoint CRM, a predecessor to e-point. Future plans call for replacing TeamPoint with e-point Contact Center. • Citrix Systems Inc. has deployed iAsyst, a Web-based e-support solution by Cynocom Corp., to better manage its large volume of sales and customer support inquiries. Citrix executives say the iAsyst implementation has allowed the company to handle increasing volumes of customer sales support calls while reducing costs. IAsyst provides tracking, escalation, and automated control of each customer request. The software routes orders or requests for information to the appropriate response group. It already has allowed Citrix to divert more than 25 percent of its sales support calls to the right person. • In a move to meet the increased demand for its offshore customer care outsourcing services, PeopleSupport has added new capacity to its Asia-Pacific operations. PeopleSupport, a CRM services firm, expanded the capabilities at its Philippines contact center by integrating Avaya IP Agent software into its existing Avaya Enterprise Class IP Solutions communications network. The Avaya IP Agent remote contact center application allows PeopleSupport agents in Manila to service clients without the cost of additional on-site network equipment or administration. The solution works though a customer service agent's PC, allowing the agent to connect to the corporate network from any location and provides access to incoming service calls, customer information, and reporting tools.
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