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12/15/05 - CRM For Chargebacks - II
Another reader wrote about his experience using CRM for chargebacks saying, "As a contact center leader at two Fortune 500 companies, I had internal consultants meet with key stakeholders in the enterprise and identify their business objectives, needs and hot buttons."
He goes on to say, "These consultants would identify how to leverage information from our CRM to help these key stakeholders. Once we had several successful engagements under our belts and added value, we were able to do more proactive engagements and chargeback for marketing campaigns, surveying customers on new product concepts, etc."
The result: "One, it raised the perception of the value of the contact center and two, it enabled us to become part of the planning process to eliminate poorly constructed and executed marketing programs." Now that is value add!
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Verint Systems announced that is has expanded the functionality of its STAR-GATE Communications Interception Solution to enable service providers to more effectively address emerging communications interception requirements for VoIP and broadband packet-data services.
Surado Solutions reported strong customer response to its interactive workflow functionality, new to Surado CRM 5.0 released only months ago. Surado CRM Interactive Workflows provide features and ease of use to improve efficiencies throughout an organization.
Recently named one of America's Most Livable Communities, Fort Worth, Texas, considers its 22 governmental departments instrumental in enhancing quality of life for the city's approximately 600,000 residents. When the city wanted to improve customer satisfaction in its Solid Waste Services Division and IT help desk, Fort Worth turned to HEAT software from FrontRange Solutions and FrontRange Partner Alliance Technology for customization services.
To help companies meet the requirements of Sarbanes-Oxley and other regulations, Pegasystems announced the release of its Control and Compliance Solution Framework. Built upon SmartBPM technologies, this new framework helps companies comply with Sarbanes-Oxley by automating the process of creating, managing, testing and auditing business controls.
QlikTech unveiled the latest release of QlikView Publisher, a component for managing enterprise deployments of QlikView, the firm's business analysis application. QlikView Publisher facilitates deployments of QlikView by automating the processes by which QlikView applications are updated, distributed and secured.
Convergys has been granted an extension of a major contract with Cingular Wireless. Under the terms of the contract extension, Convergys will continue to manage and support billing for Cingular Wireless' customers on the Customer Assistance Resource Environment (CARE) billing system.
Scribe Software announced its success in supporting the complex integration needs between Microsoft CRM and Great Plains for its customer, Keane.
Siebel announced that Eurocash has adopted Siebel CRM OnDemand to provide its multinational customers, from all industry sectors, with its leading VAT solution. Using the analytics in Siebel's hosted CRM offering, key performance indicators are now monitored in real time and clients are offered solutions by the appropriate Eurocash staff at the right time.
SPSS announced that Interpolis has purchased SPSS' predictive analytics software to further grow its business through lead generation. Harnessing SPSS' PredictiveMarketing, Interpolis will be able to predict which customers are most likely to buy its insurance products.
Virtual-Agent Services (VAS) announced that it has partnered with LXR Luxury Resorts to be LXR's exclusive vendor of hotel reservations. LXR includes some of the most revered resorts and hotels in the world.
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 FEATURE WEBCAST (more) |
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"Contact Centers with Nine Lives: Business Continuity Strategies"
Ed Margulies, COO, Telephony@Work
In today's contact center, it is increasingly more important to develop a hedge against disaster. Take labor strikes, power outages, terrorism and natural disasters. What steps have you put into place to ensure maximum up time for your operation? In this session, you will learn how to identify the most essential business continuity disciplines and strategies for smooth transition and recovery during exigent circumstances. Learn how you can mitigate risk in your contact center and maintain workflow integrity with the proper tools. Session topics include: Disaster Recovery, Transactional integrity and security, and Graceful Operations Scaling & Implementation.
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| CRMAdvocate Stock Index |
| CRMSI | 46.94 |  | -0.34% |
| Dow Jones | 10,883.51 |  | 0.55% |
| Nasdaq | 2,262.59 | | -0.11% |
| S&P 500 | 1,272.74 | | 0.42% |
| Top Gainers |
| Unica | 11.78 | | 0.63 |
| HP | 29.61 | | 0.54 |
| eOn | 13.69 | | 0.44 |
| Top Losers |
| Astea | 15.3 | | -2.02 |
| salesforce.com | 34.45 | | -1.18 |
| SPSS | 27.94 | | -1.06 |
| Complete Stock Index |
| As of close 12/14/05 | |
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 Case Studies (more)
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Witness Helps 4 Wheel Parts - By deploying eQuality ContactStore for IP within its Cisco converged voice and data environment, 4 Wheel Parts has been able to achieve the following results * Increased agent monitoring efficiency by 30 percent * Increased sales and order volume by eight percent * Enhanced training and development program.(Witness Systems)
|  | | Opalis Software Uses CRM and Reduces Time Per Transaction - To gain clarity into their own business, learn more about their customers, and improve the way departments interact with each other and with customers, Rob Tavares, Vice President of Sales, Opalis Software, invested in a customer relationship management (CRM) system and integrated it with existing technologies, like Intuit's QuickBooks.(Maximizer Software)
| | | Carlson Marketing Group With IEX - Within six months of implementing IEX Carlson Marketing had already seen a service level increase of nearly 10 percent.(IEX Corporation, a Tekelec Company)
| | | Stellar Call Centres Improves Operational Effeciency - With Verint' ULTRA suite of Contact Center Actionable Intelligence Solutions, Stellar Call Centers increased the effectiveness of its quality management program, improved operational efficiency and enhanced the value of its offerings. This has translated into better service for customers and a sharper competitive advantage.(Verint Systems)
| | | MEDEX Global Group With Epicor - MEDEX needed a CRM system with integration capabilities to enable sharing of information across the organization. They found their solution in Epicor Clientele CRM.NET and can now share detailed contract and service information, have improved flexibility in adapting to growth and changing business processes through Web services architecture, and the ability to create HIPAA (Health Insurance Portability and Accountability Act) compliant reporting.(Epicor Software Corporation)
| | | Carlson Hospitality Worldwide with IEX - In the first year, CHW said it eliminated 1,000 hours of shrinkage per month and reduced labor costs by 8 percent. Manual processes were automated and cycle time was reduced.(IEX Corporation, a Tekelec Company)
| | | Prophet 2004, a Sales Opportunity Management Solution - After looking at sales management software including Prophet 2004, ACT! and custom development, Brandrud selected Prophet to help their sales organization establish a sales process for the first time in company history.(Avidian Technologies)
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"OUR TAKE"