Dixons Group, a European electrical retailer group, has licensed Retek Retail CRM and the Retek Merchandising System to provide transaction management at the personalized levels of e-commerce. Retek Retail CRM manages order taking, including real-time order taking and customer information; call handling; financial processing; customer retention and personalized marketing capabilities; catalog-individualized fulfillment; and supply chain management. Other companies licensing Retek Retail CRM are tupperware.com and collectibles.com.
Continuity's PinPoint Online eCRM solution will be used by Xuny, an online fashion vendor, to manage daily customer interactions. PinPoint Online is an integrated, hosted platform for Web-based self-service, e-mail management, co-browsing, chat, telephony and electronic marketing. A subscription to PinPoint Online includes hardware, application setup, system administration, application monitoring and application support. The system is deployed through hosting partner Digex in its tier-one Internet SmartCenters, where services such as performance monitoring, security testing, reporting and network applications are provided.
SmartEnergy.com announced that it will use CyberRep.coM's eCRM services to provide customers and prospects with a complete range
of Web services, customer care and enrollment. SmartEnergy is an Internet-based provider of electricity and natural gas services to deregulated markets. CyberRep.coM agents handle consumer inquiries at a rate of 20 inquiries per hour. CyberRep.coM provides SmartEnergy with a Web-care interface, interactive Web chat, real-time e-mail response and interactive voice response (IVR).
Lunar Corporation, a provider
of medical technology for skeletal
assessment, has selected Astea International's ServiceAlliance CRM software to upgrade customer service operations in North America and provide distributor support around the world. ServiceAlliance
will be used to manage all after-
market product service operations such as contract management, field service dispatch, customer help desk, logistics, repair and sales order processing in a phased implementation. ServiceAlliance integrates with Lunar's ERP system. In the long term, Lunar plans to integrate ServiceAlliance with Astea's SalesAlliance sales force automation software and future eBusiness applications.
Home Advisor Technologies has selected 800 Support to provide 24-hour customer service to consumers searching for home loans on HomeAdvisor.com. 800 Support, located on the Web at 800support.com, operates Web-enabled and telephone-based customer-support contact centers and end-user help desks, fielding e-mail messages and telephone calls 24/7. The outsourced services will come from 800 Support's newest call center in North Bend, Ore.
Egg, a Web-based banking product and online shopping service in the U.K., has selected an Inference-eGain solution to promote the Internet as its
customers' primary inquiry channel. Inference's k-Commerce Support Enterprise, a conversationally driven, knowledge-based software solution, will be used in conjunction with eGain Mail, an application designed to route, track and respond to high volumes of customer e-mail.
Prentice Hall Direct has chosen ClickAction to provide the company with permission-based e-mail marketing services. Prentice Hall Direct is a direct marketer and publisher of professional and consumer books. The company aims to build its customer database and expand its e-commerce efforts at the online bookstore, www.phdirect.com, with ClickAction's E-mail Relationship Management (ERM) service. ERM, which integrates with legacy databases, enables marketers to collect and profile customer data and access real-time results in an entirely Web-hosted environment.
BROKAT Infosystems, a German-based provider of software for e-business, announced that it will be using Octane 2000 Internet Relationship Management (iRM) application to enable employees, partners and customers to perform self and assisted services, sales and marketing functions across the Web, e-mail and phone. BROKAT chose Octane because the company can coordinate these tasks from a single system through a personalized browser interface.
Industri-Matematik's eFulfillment software has been selected by FULLeCOM to manage its merchant partners' business-to-business and business-to-consumer supply chains. The company will also use Industri-Matematik's eCRM software to manage its contact center, including all customer interactions via Web, WAP, phone or e-mail. With Industri-Matematik's software, FULLeCOM will be able to integrate customer care with its own eFulfillment and Webstore operations in one solution. Industri-Matematik's software was designed to be scaleable for dot com businesses, and will support future growth. Other companies using Industri-Matematik's software include British Airways, FedEx, Ericsson, starbucks, Carlton & United Breweries and Warner/Elektra/ Atlantic.