CRM In Action

Company: Business Images, Findit-SA, Succeed magazine
Industry: Call center
Solution: Alchemix and GoldMine
Functionality: Business Intelligence
Cost: Free. No registration.
Challenge: To get the most out of Microsoft Excel

 ::: Three call centers excel courtesy Alchemix and GoldMine :::

Budget constraints leave smaller call centers ill equipped to take advantage of business intelligence. Standard reports simply do not cut it, with each manager wanting to apply their own unique style to the job of managing people. The result is that many call center managers turn to Microsoft Excel, because it’s a tool they are familiar with and with which they experience some level of empowerment. Publishing concern Succeed Magazine, uses Excel extensively for GoldMine reporting, to monitor and motivate the performance of its sales agents. Sales Director, Stephen Horszowski, explains “We are growing fast and as a result our needs are changing dynamically. Excel’s presentation capabilities and the ability to drill down make it the ideal platform to present all our data. Most importantly, because we are keen to up-skill in Excel we are independent and have control of our reporting, in our changing environment”.

Learn more about how three call centers have excelled courtesy Alchemix and GoldMine >>>

Filed under: Business Intelligence (BI), High Technology | No Comments »

Company: Computer Cab
Industry: Transportation
Solution: Interactive Intelligence
Functionality: Customer Service
Cost: Free. No registration.
Challenge: To offer better customer service through enhanced call handling

::: Computer Cab gets a voice with Interactive Intelligence :::

Computer Cab is the largest supplier of licensed radio taxis in London. Growing business led the company to consider deploying a more up-to-date PBX system than the one it already had.

With its existing PBX system, Computer Cab could not offer automated voice response and call recording. By deploying the Customer Interaction Center® (CIC) system alongside its order entry and taxi tracking systems, Computer Cab was able to better handle a larger number of outbound and inbound calls with a combination of agent-based and automated voice response calling. The CIC system is integrated with the back end systems at Computer Cab and the company can now offer value-added services such as automated announcement of arrival of taxis. 

Learn more about Computer Cab gets a voice with Interactive Intelligence >>>

Filed under: Contact Center and Service, Travel and Transportation | No Comments »

Company: Austria Creditanstalt
Industry: Banking
Solution: KXEN
Functionality: Data mining
Cost: Free. No registration.
Challenge: Accurate and speedy marketing maneuvers

::: Austria’s Largest Bank Accelerates Data Mining With KXEN :::

Austria Creditanstalt, which is Austria’s largest bank, has taken the lead in that country for using CRM to attract customers and generate additional business. In fact, ever since the bank has deployed KXEN data mining technology, it has achieved additional business of 50 million euros in one season alone.

The frequency of marketing operations has increased, with a new customer campaign being launched every fortnight. The main reason behind the successful 14-day marketing frequency is the ease of data mining afforded by KXEN. KXEN has also enabled the bank to centralize the management of its sales and marketing efforts.  

Learn more about how Austria’s Largest Bank Accelerates Data Mining With KXEN >>>

Filed under: Business Intelligence (BI), Financial Services | No Comments »

Company: Misco
Industry: IT provider
Solution: MiTech
Functionality: Contact Handling
Cost: Free. No registration.
Challenge: Replacing existing telephone systems with a more advanced one

::: Misco shifts location with help from MiTech Telephony :::

Misco is one of the top suppliers of IT products in England. When Misco decided to move to another location, it wanted an advanced telephony solution to replace its existing one. The solution had to be able to handle 800 positions and a call center with 300 agents.

Misco settled on a Cisco IP telephony platform provided by MiTech. The solution offered by MiTech enabled Misco to manage its contact handling functionality in a flexible manner and at the same time enjoy the benefits of IVR, ACD Workgroups, Call Recording, and Interactive fax. Misco is also able to train its sales staff better and more efficiently with the help of the CIC platform.

Learn more about Misco shifted location with help from MiTech Telephony >>>

Filed under: Contact Center and Service, High Technology | No Comments »

Company: Lloyd Sad Insurance
Industry: Insurance
Solution: SalesLogix
Functionality: Sales force automation
Cost: Free. No registration.
Challenge: Tracking client communication

::: Lloyd Sadd happy with SalesLogix CRM :::

When Alberta-based Lloyd Sadd Insurance decided to deploy a CRM system in 2002, it wanted one that could be deployed enterprise-wide, eliminate multiple databases, and offer a single view of communications with clients, prospects, and business associates.

When it decided to go with SalesLogix, the company felt that SalesLogix CRM will help it to track client communication, prevent duplicate communication, and integrate smoothly with its existing document management system and accounting system. 

Learn more about what made Lloyd Sadd happy with SalesLogix CRM >>>

Filed under: Financial Services, Sales Force Automation (SFA) | No Comments »

Company: Inortech
Industry: Manufacturing
Solution: ACCPAC
Functionality: Customer relationship management
Cost: Free. No registration.
Challenge: Better tracking and control of sales processes

::: Inortech reaps benefits with ACCPAC CRM :::

Inortech Chimie Inc. distributes raw materials used for the coating, paint, and ink industries. The company, with a staff of 12 people serviced 100 clients. Inortech wanted a CRM solution that would allow them to better access customer credit information and other customer and product-related data.

The company chose ACCPAC CRM which offers an integrated sales, marketing, and customer support solution that can be accessed anytime and anywhere through a web-connected device. Benefits that Inortech has enjoyed since deploying ACCPAC include an order processing time of 10 minutes whereas earlier one hour was required to do the same.

Learn more about how Inortech reaps benefits with ACCPAC CRM >>>

Filed under: Industrial Manufacturing, Integrated CRM | No Comments »

Company: MiroMetrica
Industry: CRM Consultancy
Solution: MyFax
Functionality: Customer Service
Cost: Free. No registration.
The challenge: An alternative to the fax machine

::: MiroMetrica reaches out with MyFax :::

MiroMetrica assists its clients in communicating with their customers and using customer feedback for improving processes in the value chain. The most popular method for reaching out to customers for feedback is by using online feedback forms; however when MiroMetrica decided to tap customers that do not go online frequently, it found that using traditional faxing systems was not a feasible solution. The reason for this was that incoming faxes can choke the telephone lines and the process of faxing can be tedious. The solution was provided by MyFax which enables receipt of faxes through an email account over a secure internet server.

Learn more about MiroMetrica’s success with MyFax >>>

Filed under: Contact Center and Service, Professional Services | No Comments »

Company: Screenplay
Industry: Entertainment
Solution: Entellium
Functionality: Sales force automation
Cost: Free. No registration.
Challenge: Screenplay out grew Microsoft Excel

::: Screenplay Succeeds with Entellium CRM :::

“ACT! and Goldmine weren’t really upgrades from Excel, and Salesforce.com made us pay for a great deal of functionality we didn’t really need,” Graham said. “Entellium eSalesForce offered multiple sales processes, whereby each sales rep could use the ideal process for their role.” She also praised Entellium’s modular pricing and flexible terms. “We were up and running within a week,”

— Mitzi Grahm, executive director, ScreenPlay

Learn more about Screenplay’s success with Entellium CRM >>>

Filed under: Media and Entertainment, Sales Force Automation (SFA) | No Comments »