A bulletin board of CRM implementations
For the rest of the October 2000 issue of CRM magazine please click here

Mitsubishi Silicon America has aligned with Chain Link Technologies, an e-business production-line company, to use Chain Link's suite of software products called IS Integrity to automate MSA's "innovation to implementation" cycle. MSA plans to use IS Integrity to upgrade its infrastructure from SAP R/3 to mySAP.com. MSA also hopes the IS Integrity's RI Express, an Internet-enabled issue entry system supporting product customers and the product quality team, will cut the time in its customer issue resolution process.

Compaq's Hong Kong customer support center has implemented live, real-time Instant Messaging support from FaceTime Communications, and Live Voice real-time voice communication software from Lipstream Networks, to create fast online problem resolution. Compaq customers can now connect with a live support analyst via the Web in either text or voice mode, and switch modes during sessions. The capabilities will be available in the United states and other countries in the near future.

800 Support, operator of customer support contact centers and end-user help desks, has deployed NetAgent eCRM software from eShare Technologies to enhance customer care and technical support services delivered via the Internet. NetAgent converts online shoppers into buyers by enabling customers to communicate with 800 Support agents through live chat, e-mail response, Web callback and Voice-over IP. The agents can observe and log online visitor activity, engage visitors in real-time discussions, review customer e-mail histories and deliver tutorials.

Progress Software, a supplier of software products and services for developing, deploying and managing business applications moving to the Internet, has implemented Brainshark, a Web communications service provider that allows businesses to author, deliver and manage content for business communications. With Brainshark, Progress Software can publish and distribute presentations and training materials via the Web, then manage and reuse them through granular search and editing, automated cataloging, tracking and feedback mechanisms.

Handyman Online, an Internet-based contractor referral service, has contracted Emerald Solutions, a provider of e-business solutions and services, to develop and implement an e-commerce infrastructure and customer relationship management solution. Emerald will help Handyman strengthen its user experience and enhance the company's business intelligence strategy by developing a redesigned Web site, personalization and enhanced customer service abilities. The company is also developing a CRM call center integration system from Siebel, financial package implementation, asset management capabilities and infrastructure support.

CyberRep.com, an outsourced electronic customer relationship management company, announced it will provide customer care services for Simplexity, a Web-enhanced telecommunications marketplace. Simplexity offers evaluation and purchasing solutions through comparisons and customized bids of voice, wireless, Internet and data providers. CyberRep.com provides real-time, interactive Web chat and e-mail to handle prospect inquiries. As the business needs of Simplexity expand, CyperRep.com will add more
services to complement its current eCRM and marketing initiatives.

Contentville.com, an e-commerce destination that offers online written content, has selected Ivus' Customer Care solution. Ivus, a provider of e-customer service solutions, will provide Contentville.com with 24-hour customer support, toll-free telephone service, live chat and e-mail. Service includes technical support, answering questions about products, ordering, customer service policies and helping with navigational issues.

Women's apparel retailer Casual Corner Group has announced it will implement E.phiphany's E4 software. E.4 is an integrated suite of software solutions that blend Web-based analytic and operational CRM. The software unifies inbound and outbound sales and service and markets customer interactions.

Trigon Blue Cross Blue Shield and FirePond, a provider of integrated e-business solutions for multi-channel selling, announced they will align to provide an interactive platform that will simplify the process of buying Trigon's health insurance. The FirePond Application Suite will provide brokers with access to regulatory information, rate tables, pricing options and information about participating medical professionals and available medical facilities. Brokers can also help customers to illustrate, compare and explore the varying health insurance products and services.

Eckerd Health Services and Advance Bank in Germany have deployed Nortel's Integrated Voice Response solutions to provide 24-hour capabilities to support their CRM initiatives. Nortel processes prescription refill requests via the phone for Eckerd by using its text-to-speech solutions. With the implementation, Eckerd's cost per customer call has dropped from $2.50 to $0.12. At Advance Bank, customers can now check balances, transfer funds and obtain account information through Nortel's natural speech technology.

Digital economy services firm marchFIRst has chosen Annuncio Software as the e-marketing solution for its iFrame Partner Program. marchFIRst says it now can achieve new levels of personalized relationships with customers through enhanced hosting, rapid implementation services, strategic marketing and consulting.

Allergan, an eye care and specialty pharmaceutical company, and Synygy, a provider of incentive compensation software and services, have renewed a three-year agreement under which Synygy will use its IC Expert 7.0 software and its incentive compensation plan management and sales analysis services to implement and manage the incentive compensation plans for Allergan's sales representatives worldwide. Synygy will also provide sales analysis services that will enable Allergan's sales representatives to identify potential market opportunities.

SellingPros.com, which harnesses online learning for retail sales executives and associates, has entered into an agreement with Fry's Electronics. SellingPros.com will provide e-learning programs for the retail chain's 20 stores and its 4,000 associates by helping to move them through product-based questions and incentive-based training sessions for popular software packages, awarding prizes along the way. SellingPros says the training provides sales associates with heightened revenue and advancement opportunities, promotes increased consumer loyalty and helps manufacturers sell more products.

Oki Network Technologies, a manufacturer of telecommunications and information systems, has employed Software 911, an e-business communication solutions company. Software 911 will use its self-help inquiry management and communications solutions to bolster Oki's online technical sales support and customer service. Software 911's service portals organize knowledge into FAQs, documents, pictures and audio/video clips. The technology also tracks and routes e-mail inquiries, converts e-mail answers into new documents and enables management to document how visitors use the company's Web-centric knowledge.

eLink Communications, a provider of broadband services, has selected Epicor's "e by Epicor" software as an integrated e-business platform to automate and manage sales, marketing, customer service and job costing. The company plans to merge front- and back-office operations to build a customer-centric system that will enhance business processes for finance, sales, marketing, customer support and procurement functions.

UniExchange will use Natural MicroSystems' technology in its Carrier Grade Edition software solution. The technology allows users to retrieve their voicemail,
e-mail and fax messages from one inbox anywhere in the world via a computer, telephone or wireless phone. By using the NMS technology, UniExchange has expanded its product offerings and reduced costs to offer a full-
featured carrier-grade digital UM solution at one-third the price of its competitors. In addition, UniExchange can provide innovative platforms to a variety of enterprise and service providers.

Aramark Uniform Services has announced it will purchase and install 27 Model 5500 and Model 3500 InstantOffice systems from Vertical Networks, a provider of Integrated Communications Platforms. AUS says standardizing on VN's InstantOffice system provides the infrastructure to improve communications with services, such as voicemail, PBX, digital phones and Internet connectivity. InstantOffice also provides Voice-over IP, remote management capabilities and voice and data functionality.

Wanted Technologies, a syndicator of online career centers for e-businesses, has been selected to power the job metasearch function within the career development channels of Medster.com, ScienceWise.com and RecruiterConnection.com. WT seamlessly integrates its solution into its partner sites, allowing its clients' end users to search more than 97 career sites simultaneously and access more than three million job offers in the United states alone.

Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Popular Articles

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us