Let's Get Personal
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  • Benefits provider CIGNA Corp. has selected E.piphany Inc. software for the delivery of customized and personalized information to its 16 million healthcare and retirement plan consumers. E.phiphany's Real-Time software will be integrated into the Web sites of CIGNA and Yahoo! Enterprise Solutions, which have agreed to generate personalized benefits Web sites for CIGNA members. The CIGNA portal is designed to enhance the customer experience by integrating healthcare and financial information, including personalized information for CIGNA products and services. Once the CIGNA member is identified, the analytics engine in E.piphany Real-Time will offer consumers the options of receiving personalized content or online education targeted to a member's life stage or reason for visiting the site. • Internet services firm Agency.com Ltd. has implemented Salesforce.com's online CRM offering across its global operations in fewer than 10 days. Agency.com says that it has already seen a 250 percent ROI from the implementation. "Salesforce.com's online CRM solution provides our sales and account teams anytime, anywhere information on our clients and prospects across the globe," says Julie Roth, Agency.com's vice president of business development. • Dendrite International has completed a rollout of its WebForce, ForceMobile, and Force AnalyzeRx sales force solutions for Procter & Gamble Pharmaceuticals. About 1,000 P&G salespeople in the U.S. and Canada were trained on the system to help them gain productivity. The launch was part of a global rollout to 1,500 sales reps and managers in 10 countries. The rollout for the European sales reps was launched in January. WebForce is a Web-enabled product suite designed to improve communications, optimize promotional activities, and streamline new product launches of pharmaceutical companies. • The Global Research and Development division of Pfizer Inc. has deployed PowerCenter from analytics software firm Informatica. The application integrates and loads rafts of budget, cost center, financial, and other data into the R&D division's Oracle-based operational data store and data warehouse. The combined data is then used to create custom data marts that are available to users and other applications anywhere for business analysis. • RightNow Technologies Inc., a provider of Internet-based solutions, has implemented an enterprise marketing automation software solution from MarketFirst Software Inc. to increase the efficiency and effectiveness of its marketing efforts. The MarketFirst Release 3 solution has allowed RightNow to launch an interactive, multistep, personalized campaign that funnels enhanced lead information directly into the company's Onyx sales force automation software. RightNow was able to create a personalized campaign three weeks after installing the software; the services firm sent e-mails and tracked responses to three segmented groups. Activities that normally took several days, such as lead filtering and qualification, were implemented within several hours. • PeopleSoft Inc. has deployed interaction management software by Interactive Intelligence Inc. in its customer support center in Pleasanton, Calif. The new software, called Customer Interaction Center, supports 208 PeopleSoft reps at the center and 68 reps in Santa Clara, Calif., and Teaneck, N.J., via remote support. PeopleSoft chose CIC to reduce system enhancement response time and overall administration costs while increasing system flexibility and stability. Last year PeopleSoft completed a deployment of CIC in its customer support center in Amsterdam, supporting offices in London, Munich, and Paris. The end of the first quarter is the target for the deployment of Interactive Intelligence for PeopleSoft's support center in Sydney. • MarketSoft Software Corp. said Encompass Insurance, part of The Allstate Corp., will implement DemandMore Leads as a primary component of its Web-based lead generation program. In an effort to help its 3,400 agency reps acquire new customers, Encompass will use DemandMore Leads to quickly deliver qualified leads and track their progress through the pipeline. In addition, agents will be able to more easily manage their leads.
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