MarketWatch February
A bulletin board of SFA implementations
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• Racal Telecom, a UK provider of managed data network services, has selected Siebel Systems' Siebel Sales Enterprise software to improve sales effectiveness, pipeline management, forecast and qualify leads. Racal expects the Siebel solution to improve its sales processes by managing and shortening the sales cycle across multiple channels, including field sales, telesales, telemarketing, channel sales, brokers, OEMs and resellers. The software will allow Racal's sales teams to track and control accounts through their full lifecycle, providing them with bid-management tools, support for team-based selling, account management features and integration with Oracle Financials.

• Toronto-based Solvay Pharma Canada, a division of the pharmaceutical and chemical company the Solvay Group, and pharmaceutical manufacturer Organon Canada have implemented The Great Elk Company's Visual Elk CRM software. Solvay uses Visual Elk with Panorama, Great Elk's information delivery tool. Panorama provides field sales representatives with the ability to analyze data with a simple drag and drop interface. The reps can then target their sales efforts to the customers who will make a real difference to revenues. Organon will use Visual Elk to improve sales territory management, provide more complete and up-to-date information to sales representatives and integrate sales and marketing functions to enhance team selling, facilitate market penetration and improve customer service.

• Automatic Data Processing (ADP) Employer Services, a provider of payroll, human resource information, administration and benefits services, has launched an extensive e-commerce initiative using FirePond's FirePond Commerce, the Web-based e-business module of the recently announced FirePond Application Suite. ADP will use the solution to create a self-service Web site that would allow clients and prospects to input their unique payroll needs, then receive product and service offering recommendations in a personalized and efficient way. The FirePond Application Suite delivers consultative, interactive buying experiences to customers and allows companies to synchronize enterprise sales and marketing processes based on captured real-time customer data.

• Illinois HMO Health Alliance Medical Plans has selected Onyx Managed Care, a tool for managing, sharing and viewing all member, prospect, provider and broker information. Onyx will help Health Alliance automate sales, enrollment and service activities. Reps will be able to quickly respond to member requests. The system will also help the HMO recruit and retain physicians. Using Onyx Managed Care, the provider relations group will be able to track contract terms, provider profiles, automated literature fulfillment and provider interactions such as field visits and service activities.

• EPSON has launched a customer self-support Web site using Inference's k-Commerce Support software. The software will provide customer self-service in multiple languages for the EPSON stylus line of inkjet printers. The Web site will allow customers to troubleshoot their own printer problems online 24 hours a day, 7 days a week.

• BMW has selected Newgen's RESULTS CRM system for use in its automobile service centers in North America. RESULTS is designed to increase customer loyalty and retention through a sophisticated system of service reminders. By enhancing customer retention, the RESULTS system can increase service, parts and sales department profitability, according to Newgen.

• Bertelsmann, the world's fourth-largest media company, is planning to implement an integrated SAP-Recognition Systems marketing planning and campaign management solution at its Doubleday Direct and Bertelsmann book club operations. SAP and Birmingham, England-based Recognition Systems have formed a development partnership to integrate Recognition Systems' campaign management product, Protagona, with mySAP.com. Bertelsmann plans to combine campaign planning and fulfillment processes from SAP with Protagona's customer segmentation analysis tools to coordinate complex and irregularly occurring catalog mailings to approximately 25 million members. The goal is to increase member revenue and lifetime value by creating a greater sense of community while reducing service, marketing and logistics costs.

• Financial management system provider Wind2 Software has implemented Pivotal eRelationship CustomerHub across its sales, marketing, research and development, shipping, accounting and customer support departments. The solution creates a 24/7 self-service Web site where employees can identify, access and manage all customer related information. They can also access technical solutions in the corporate knowledge base. In addition, customers can submit incident reports or download products and technical white papers. Wind2 estimates a 30 percent increase in customer support revenues as a result of the new system accurately tracking support request, progress and completion.

• Public storage has chosen Rockwell Electronic Commerce to supply two new multimedia customer contact management centers. The new centers will provide the foundation for Public storage's CRM strategy. The centers will use Rockwell Electronic Commerce's Spectrum customer contact platform and Internet Communications studio solution. Contact management and customer contact capabilities include Internet ACD and automated e-mail response. Internet Communications studio allows companies to automatically answer customer e-mails by generating answers to customer questions.

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