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 NEW IN CRM
News: Panda Express Deploys Medallia in 1,300 Locations
Panda Express has begun deploying the Medallia Customer Feedback Management system in close to 1,300 Panda Express restaurant locations in the U.S. Panda Express is implementing the Medallia system in order to increase employee engagement with customers, improve overall customer service levels and increase same store sales by achieving higher levels of customer loyalty. Leveraging Medallia’s end-to-end platform solution for monitoring customer feedback at any and every touch point, Panda can now monitor store performance and customize reports using interactive analytics tools. Store managers will receive actionable data to help focus on areas of opportunity based on guest responses. (Medallia
)
Article: Self-Service 2.0: An Engaging Experience for the Social Customer?
Online self-service is about more than merely migrating call centre activity to the web. In this extract from his upcoming book, Customer Experience Strategy: The Complete Guide from Innovation To Execution, Lior Arussy explains that self-service in the age of Web 2.0 is all about collaboration - and highlights the leading-edge organisations that are pursuing this. (MyCustomer
)
Article: The 3 Threats to Social CRM
Two years ago it was all about experimentation and discovery. Companies were thinking about blogs and looking at forums, dipping a toe where it seemed appropriate. One year later, the buzz was about monitoring and finding out what customers were saying before an incident like "Motrin Mom" could take shape and permeate the social Web. Now, in 2010, companies are bringing tools in-house, not only to analyze relevant conversations and social feedback, but to begin acting upon the insights. Recognizing that companies are all at different stages in progression, Joseph Hughes, a senior executive in Accenture's CRM practices, says he is now hearing from clients, "This is the year we want to do something with the information; we want take it to the next level and industrialize it in what we do."(DestinationCRM
)
News: EnerSys Selects Metrix to Automate Field Service Operations
EnerSys, an industrial battery company, has selected Metrix Service and Metrix Mobile to automate the service operations for their Americas Motive and Reserve Power businesses. Headquartered in Reading, Pennsylvania, EnerSys manufactures and services a broad line of batteries and chargers for electric lift trucks, ground support equipment, and mining equipment. Service technicians often go onsite to install, troubleshoot and repair industrial batteries and chargers. EnerSys was prompted to look for a new software solution in order to gain efficiencies in their service operations, as well as offer more customer-focused service contracts.(Metrix
)
News: Aspect Customer Looks to Improve Customer Experience
NV Energy, an electric company, is deploying Aspect’s quality management capabilities in two contact centers in Northern and Southern Nevada. PerformanceEdge Quality Management replaces the company’s existing quality management systems, enabling them to reduce regulation compliance overhead costs. Following deployment, NV Energy will complete a multisite deployment that allows them to maintain the individual requirements at each contact center site with a centralized administrative capability enabling them to maintain the recordings in one location. (Aspect
)
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