CRM In Action

Company: Evangelical Christian Credit Union
Industry: Finance
Solution: Siemens
Functionality: Call center Management
Cost: Free. No registration
Challenge: To improve overall communication

::: ECCU Succeeds with Siemens :::

Evangelical Christian Credit Union (ECCU) is a member-owned financial cooperative serving evangelical organizations and individuals worldwide. Headquartered in Brea, Calif., with a regional office in Colorado Springs, Colo., ECCU has total assets under management of more than $2.3 billion.

After thoroughly evaluating systems from leading vendors, ECCU selected the Siemens HiPath 4000, an IP convergence platform built over a distributed architecture. ECCU also deployed Siemens HiPath Xpressions, a unified messaging application that combines voice, fax, and e-mail messages on a Windows server; and Siemens HiPath ProCenter Advanced, a portfolio of solutions for the contact center that includes capabilities such as skills-based routing, detailed reporting, and the integration of voice, e-mail, fax, IP communication and Web contacts.

Learn more about ECCU’s success with Siemens

Company: STA Travels
Industry: Travel
Solution: Queuebuster
Functionality: Call center Management
Cost: Free. No registration
Challenge: To manage calls during peak hours at a call center

::: STA Travel Succeeds with Queuebuster :::

STA Travel has been offering travel deals for more than 25 years. The company has more than 400 offices worldwide.

There can be few things more annoying in this modern world than being left on hold for what seems like an eternity waiting to speak to someone on the phone. For customers, being trapped in call centre hell can be frustrating and a waste of time. For companies, keeping your customers waiting can be damaging leading to poor customer service and lost sales.

STA began trialling the call management system in January 2007 to help it manage one of its busiest times of the year when call volumes can rise by around 65%. Since then its been a resounding success. Around 5% of calls end up being successfully handled by the Queue Buster system. And since two thirds of all calls STA Travel receives are sales related, the travel company is able to retain a sizeable chunk of business that might otherwise be lost simply because someone got fed-up waiting to speak to a sales agent.

Learn more about STA’s success with Queuebuster

Company: M-Viron
Industry: Telecom
Solution: Telecom Applications
Functionality: Call center
Cost: Free. No registration

Challenge: An inexpensive predictive dialing solution

::: M-Viron Succeeds with Telecom Applications :::

M-Viron is the leading network of local Orange mobile specialists with 17 outlets across the UK.

M-Viron required a solution that enabled outbound calls, mainly to mobile phones, such that the software to be used would be able to identify engaged tones and phones which are set to voicemail mode. This would enable only live calls to be transfered to the company advisors.

The adoption of the Telecom Applications solution with the TouchStar Dialler has enabled the company to not only achieve this capability but also generate inbound calls by leaving messages on customers’ voicemail.

Learn more about M-Viron’s Success with Telecom Applications

Company: BBVA
Industry: Finance
Solution: SAP CRM
Functionality: Sales force automation
Cost: Free. No registration
Challenge: To improve efficiency of the sales force and cut paperwork

::: BBVA Succeeds with SAP CRM :::

BBVA was finding it increasingly difficult to maintain a close and responsive business relationship with its thousands of customers in the absence of a CRM system. The sales team was spending more time doing admin work instead of interacting with its clients.

The bank asked IBM Global Business Services to do a proof-of-concept to rate the SAP CRM application against a Siebel solution. The company chose SAP CRM and benefits include reduced paper-work and manual admin. All information can now be accessed through a single point.

“IBM Global Business Services has delivered a solution that meets all of our objectives, improving the efficiency of our sales processes and increasing flexibility for our staff. The choice of SAP software has been great for our business, and we hope to start using it in other functional areas in the near future.” - David Alejandre, Project Manager, BBVA Consumer Finance.

Learn more about BBVA’s Success with SAP CRM >>>>

Company: Saffron Building Society
Industry: Banking
Solution: MessagePad
Functionality: Customer Service
Cost: Free
Challenge: A call center technology for covering burgeoning customer calls

::: One-stop customer service from MessagePad for Saffron :::

Saffron Building Society (Saffron) offers financial solutions and has 12 branches in England. The company was considering outsourcing a part of its customer care department so that it could better manage peak-time traffic. With this in mind, it approached MessagePad which is an established provider of contact management solutions to the financial services sector. Saffron decided to go with MessagePad’s call centre technology – intelligentContact™ - which is not only cost-effective but also very capable in managing front office and back office communication.

Andy Golding, CEO of Saffron comments “Message Pad technology has been an important component in our drive to create best-in-class customer service and we have been delighted by the commitment and responsiveness of their team”.

Learn more about Saffron’s Success with MessagePad >>>

Company: Travelsphere
Industry: Travel
Solution: Respond
Functionality: Customer Service
Cost: Free. No registration.
Challenge: Management of customer feedback

::: Travelsphere Succeeds with Respond :::

“As a company we record absolutely everything that anyone tells us – good or bad,” says Michael Wallis, Travelsphere’s customer relations manager. “We get a lot of positive feedback: around 3,500 letters a year praising our holidays. In total, if you include all letters of praise, complaints, pre-holiday and miscellaneous queries, we get about 11,000 letters and emails a year. The main drivers for investing in the Respond system were frustration with the volume of correspondence and a need to reduce the administration involved. We have integrated Respond with our reservation system to reduce the need for re-keying customer information and to ensure complete visibility of data for all customer handling staff.”

Learn more about Travelsphere’s success with Respond >>>

Company: Health Advocate
Industry: Health
Solution: Cincom
Functionality: CRM implementation
Cost: Free. No registration.
Challenge: To deliver personalized advocacy service

::: Health Advocate Succeeds with Cincom :::

Health Advocate is a national healthcare advocacy that helps its members deal with clinical, insurance, and administrative issues across healthcare areas that include medical, hospital, and pharmacy. HA offers its services to more than 6 million Americans through their employers, unions, and health plans. 

HA selected the Cincom Synchrony suite because of features such as automatic screen pop ups with customer history and minimum investment in IT resources. Hosted Synchrony has enabled HA to operate 24X7, improve case management capabilities, respond in a consistent manner across diverse communication channels, and manage its continuous growth.  

Learn more about Health Advocate’s  success with Cincom >>>

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 >>>

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 >>>

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 >>>