CRM In Action

Company: Vodafone
Industry: Telecommunication
Solution: IEX Corporation
Functionality: Workforce Management
Cost: Free
Challenge: The aim was to boost scheduling efficiencies, increase adherence and gain much needed visibility into operations

::: Vodafone dials IEX for help with workforce management :::

Vodafone chose IEX Corporation, a subsidiary of NICE Systems Ltd, for help with their workforce management. The objective was to better the company’s scheduling efficiencies and obtain visibility into operations so that the company had the necessary information to take the right decision at the right time.

“Having no visibility into our outsource partners left us extremely vulnerable and unable to see any potential hotspots. Now we have a 2-week intraday view across all business units, allowing us to slide shifts or assign overtime well in advance of a problem.” says Andrew Hyde, planning manager Vodafone.

Vodafone was keen to improve adherence and it achieved its objective implementing the TotalView Real-Time Adherence (RTA) module, which led to an increase in adherence from 65% to 85% inside 3 months even though the company moved from fixed to flexible shift patterns.

Company: OutClick Media
Industry: Digital Media
Solution: Entellium
Functionality: Analytics
Cost: Free.
Challenge: To deploy a web-enabled CRM that could be accessed from anywhere and connect disparate databases to facilitate information sharing

::: OutClick outpaces competition with help from Entellium :::

OutClick Media is into digital marketing for medical industries and for quite some time was managing its customer data and related marketing efforts with the help of ACT. Different versions of ACT existed in the company that led to a lack of co-ordination between departments. OutClick chose Entellium based on its cost and features. Since switching over to Entellium, the company has enjoyed better tracking of prospects, an improved understanding of leads in the pipeline, and a healthy increase in revenue. A great plus that OutClick points out with respect to Entellium was the easy deployment and smooth training sessions that consumed very little time.

Learn more about OutClick’s Success with Entellium>>>

Company: Seminole
Industry: Mortgage lending
Solution: Entellium
Functionality: Sales Force Automation
Cost: Free
Challenge: Existing CRM system inadequate to tackle increasing business volume

::: Entellium gets Seminole customers for life :::

Florida-based Seminole Funding, which is in the business of mortgage lending, was faced with an increase in business and a CRM system that could not cope with the amount of data being generated and consequently the quality and quantity of leads was not up to the mark. Seminole chose Entellium over its server-based CRM. The move paid dividends in terms of improved data reporting, increased access for everyone to the data, and targeting leads in a more focused manner. Increased visibility into the pipeline now enables the company to forecast better.

Learn more about Seminole’s success with Entellium >>>

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 >>>

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 >>>