A bulletin board of CRM implementations
For the rest of the July 2000 issue of CRM magazine please click here
Telecommunications provider GTE will use MarketFirst e-marketing campaigns for outreach programs targeted at all new customers of GTE.net, the service that provides dial-up Internet access to consumers and small businesses. GTE will use the solution to send out an e-mailed welcome survey to all new customers. These e-mails incorporate interactive questions designed to learn more about a customer's familiarity with the Internet, topics of interest and purchasing capability, allowing GTE to personalize future contacts. Other e-businesses using MarketFirst for personalized, interactive e-marketing campaigns include BlindGift.com, PhotoAccess.com, Qdecor.com and ShopNow.com.

British Telecom Wholesale Services and Solutions will standardize its customer service, sales and marketing on Siebel eBusiness Applications. Until now, more than 700 British Telecom Wholesale professionals have managed sales and customer service through a fax-based request system, handling more than 30,000 requests per month. The new Siebel solution will extend CRM beyond fax and telephone contact to multiple channels. In other Siebel news, Home Shopping Network chose Siebel eBusiness Applications, including Siebel Call Center, Siebel Marketing and Siebel Sales, to create a single source of customer information for its 3,000 customer service and telesales representatives.

Lighting manufacturer Osram Sylvania will use various elements of mySAP.com from SAP to deliver mysylvania.com, a personalized, role-based portal system. The system allows Osram Sylvania's partners and customers to conduct e-services, such as purchasing products, checking statements, submitting payments and obtaining return authorizations, online and in real time. Additional companies that have recently selected the SAP CRM solutions in mySAP.com include Ipsoa Editore, Schneider Italia, AUBI Baubeschlaege and Solvay.

The Times Union of Albany has contracted with PC Helps Support to answer end-users' questions about PC software. A Certified Computer Consultant answers calls to PC Helps Support within two rings. The consultant then talks users through a step-by-step solution. PC Helps Support operates with no hold time and has a seamless point-of-contact that integrates with the Times Union Center. In related news, Waste Management has also selected PC Helps to provide support to its 60,000 employees in the U.S., Canada, Mexico and Puerto Rico.

PACE, an agency of the British government, has selected Janna Systems' e-business Relationship Management (eRM) solution to further develop its customer knowledge. Janna Systems' eRM solution provides a scalable, extensible platform that enables organizations to deliver consistent, personalized service by coordinating customer information from all sources across the business. Other companies employing Janna's eRM solution include TD Quantitative Capital (TDQC), DLJ Asset Management Group, Calamos Asset Management and Merrill Lynch.

E.piphany has completed the integration of RightPoint's real-time personalization technology into E.piphany E.4, following the acquisition of RightPoint in January 2000. The integrated solution seamlessly combines one-to-one customer analysis, campaign management and real-time personalization technologies. The E.4 solution provides a fact-based understanding of the customer to both business-to-business and business-to-consumer companies. Nissan North America, eGroups and PeoplePC have all licensed this solution.

Women.com, the leading online network for women, announced that it will standardize its sales force on Siebel Systems' eBusiness Applications. Siebel Systems will provide Women.com's North American offices with a single customer information system to manage and collaborate on relationships with advertisers and agency executives. The solution will work across multiple communication channels, including phone, e-mail, fax or person-to-person. The system was designed to eliminate delayed and duplicated customer contact.

Chicago Board Options Exchange, Mesirow Financial, Fort Washington Investment Advisors and Archipelago are among the financial services institutions that are using ON!contact's new Client Management Software (CMS). CMS is a customer relationship management (CRM) application suite for mid-market companies. According to ON!contact, the proliferation of new financial services customers is a direct result of the impact the Internet has had on financial institutions.

Patriot Bank of Pottstown, Penn., has completed the installation of SEDONA's Customer Information Management System (CIMS), which is designed for small and mid-sized financial services companies. Features of CIMS include profitability management of customers, households, branches and regions; the ability to create and track targeted customer groups; and the ability to create custom reports that can be e-mailed and published to the Web for management review. With CIMS, Patriot Bank will also be able to provide users with visual profiling technology, which provides visually enhanced information to help users understand complex data.

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