A bulletin board of CRM implementations
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Investment firm Mulvihill Wealth Management has selected Janna Contact Enterprise, an e-business relationship management solution, to help manage its client relationships. Janna provides customer-facing professionals with a single interface through which to view a history of its interactions with clients, regardless of where the customer information is stored.

American Power Conversion, a provider of power protection solutions and services, has implemented Siebel eBusiness Applications to improve communications with and support of its global enterprise customers. APC selected Siebel to enable service representatives and field engineers to work seamlessly with customers and respond quickly to their requests.

Target, a general merchandise retailer, has implemented Motive Communication's e-Service Solution across 10,000 workstations. With Motive, the retailer can reduce monthly technical support calls, enable its internal IT organization to scale better for rapid growth and provide more effective employee service.

Venus Swimwear, a manufacturer of junior swimwear, has selected InstantService.com as its online interactive customer service tool. InstantService offers live online interaction and facilitates customer acquisition by enabling companies to conduct text-based chat sessions and push topical content to customers in real time. The service is delivered over the Internet via ASP. InstantService integrates with e-mail management applications, Voice-over Internet Protocol and CRM back-ends.

Using FaceTime Communications toy retailer FAO Schwarz is providing live customer service to FAO.com in time for the holiday season. The new service includes person-to-person customer service through an embedded text messaging window or other instant messenger tools, such as AOL Instant Messenger. FAO expects the new technology to lower response time and increase customer inquiries.

San Diego County Credit Union will implement Internet application Intarsia from CRM provider Sedona. Intarsia allows users to enhance their internal customer data from back office systems with user demographics, behaviors, interests and preferences provided by third party content management suppliers. The data is then analyzed to provide timely information to all of Intarsia's CRM front office components, such as lead tracking or promotion management. San Diego County Credit Union expects Intarsia to help to distribute information via its intranet, improve its calculation of member profitability and develop e-commerce business models.

Kana Communications, a provider of eRM solutions, has been selected by E-Mail Solutions to supply customer service software for its eRM outsourcing operations. E-Mail Solutions expects a $5 million revenue increase as a result. The company says the Kana solution helps to respond to customer inquiries within four hours and deploy solutions more rapidly.

Electronic transaction services provider Alliance Data Systems has completed the conversion of retail energy provider NYSEG Solutions' CRM systems to Alliance products. NYSEG Solutions is one of the first retail energy companies to deploy an end-to-end CRM solution from a single source. Alliance provides NYSEG with a customer information system designed for the deregulated energy industry, customer care tailored to NYSEG's needs, statement printing and flexible payment processing. NYSEG will also gain access to Alliance's other CRM services, including customer acquisition, retention and loyalty programs, e-commerce solutions, database marketing and financial services.

Eastern Multimedia, a cable broadband access provider, has selected Ensemble 2.0 from customer interaction management solution provider Davox. The new customer contact suite will help to streamline Eastern Multimedia's customer interaction management processes, enhance its customer care and improve agent productivity by enabling the integration of inbound and outbound telephone contact management and Web communication channels.

Cygnifi, an online derivatives provider has selected "e by Epicor" to streamline its business operations. Epicor's solution will provide Cygnifi with a view of its customer activities. The company selected integrated e-business software solution provider Epicor because of its ability to scale to meet current demands and future growth, as well as for Epicor's up-front guarantee, a program Epicor implemented to help companies avoid lengthy implementation cycles and added deployment costs. Cygnifi can now manage such services as client service and communication, marketing activities, account processing, accounts payable, record keeping and expense analysis.

eLoyalty, a pure-play eCRM services company, is working with Ford Motor Company to provide an eCRM strategy and an operations design for Ford's Telematics and Service Delivery platform. Telematics technology--the delivery of wireless services, including wireless Web, emerging services, navigation and point-of-interest information to the mobile client--will be available in the entire fleet of 2002 vehicles. In addition, eLoyalty is providing multivendor, multichannel guidance to help Ford untangle the web of new offerings targeted at the mobile customer.

Motorola's Multiservice Networks Division has selected Rainmaker Systems to provide sales and marketing programs for its networking solutions division's new and renewed service contracts. While Motorola will focus on developing new and innovative products, Rainmaker will continue to reach its existing customers by marketing additional services. Rainmaker will also provide Motorola expertise in service contract management and telesales, including systems support and remote services.

Perrier has selected contact center solutions provider Tekelec's TotalView Workforce management and TotalNet Call Routing to consolidate agent scheduling and network call routing functions across its customer contact operations. Perrier provides marketing, customer service and administrative support through its contact center network to residential and commercial clients. Workforce forecasting, scheduling, monitoring and reporting activities formerly conducted at each site will now be performed centrally from an overall business perspective, providing true economy of scale benefits.

Lands' End has selected Unica's Affinium software to automate its catalog campaigns and boost its multichannel marketing capabilities. Unica is a provider of analytical CRM and marketing automation solutions. Lands' End will use Affinium to automate its traditional catalog mailings, which target both consumer and corporate audiences. A second-phase implementation calls for Lands' End to use Affinium to drive cross-channel marketing efforts that span contact centers, e-mail, the Web and direct mail. The Unica marketing suite will be integrated with CRM solutions from other providers and play a role as Lands' End moves forward to implement a new CRM program that will create a single view across all channels.

stayinFront, a provider of CRM support tools and analysis products, has been selected by pharmaceutical company DJ Pharma to implement and support a CRM system based on stayinFront's Pocket Elk platform for Pocket PC. The new system is expected to improve sales territory management, provide more complete and up-to-date information to sales representatives, as well as allow DJ Pharma to capture doctors' electronic signatures and comply with government regulations concerning sample disbursement and inventories.

Digital River, a commerce service provider, recently completed a customer service upgrade with Customer Interaction Center software from Interactive Intelligence, a developer of multichannel customer interaction management software. Digital River uses the software's voicemail, fax service, advanced skills-based routing, Interactive Voice Response, monitoring, recording, remote agent capabilities and reporting capabilities.

stepstone, Europe's career and recruitment portal, will standardize on Siebel e-business applications. By creating a single, multichannel customer information management system, Siebel will enable stepstone sales, service and marketing professionals to work seamlessly with customers across numerous European locations and multiple channels. By deploying Siebel eSales to more than 1,000 professionals throughout Europe, stepstone will be able to create a single, multichannel customer information management system to capture and update customer interaction.

strategic Data, a provider of Web personalization and analysis tools, landed a new customer, MagMall.com, an online magazine subscription service. SDC's PerfectClerk will learn each customer's preferred reading materials in real time using a combination of demographic information from the customer's behavior on the MagMall Web site. Then, based on the data, it will recommend other titles of interest to the customer. MagMall hopes this will convert new visitors to shoppers and keep existing customers.

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