The lines were sometimes blurred between the products and
solutions on display at SpeechTEK, Customer Service Experience and CRM
Evolution. Some exhibiting companies were listed as participants in two of the
three joint events and many of the applications being demonstrated might well
have fit in any of the events. But a number of exhibitors at CRM Evolution did offer
some compelling new applications and brought us up to date on their success stories,
which are summarized below.
Cloud-based Software Solutions
BPMonline, a UK-based CRM and business process management solution
provider with a strong European client base, has plans for increased expansion
into the North American market.
An innovative SaaS tool for managing processes
and customer relationships, BPMonline CRM can be customized on the user level without additional
programming. Using an integrated component library, agents can change the look
of the interface and change the location of windows on their desktop to suit
their individual way of working. "By combining CRM with BPM, we can improve the customer
experience while also increasing productivity,” notes BPMonline Business
Development Executive Helen Iron. “The automation of internal tasks and more
streamlined processes provide companies with far greater potential for growth.”
As more as more mid- to large size companies implement BPM strategies to
improve efficiency, effectively merging business process management with CRM is
one of BPMonline’s key points of differentiation.
BPMonline is strong in the financial
services sector with expertise in banking, asset management, credit and
collections and has also made inroads in telecommunications and HR recruiting. The
company currently has 3,000 installations in place, serving over 100,000 end
users for a client base ranging from small firms to enterprise companies.
BPMonline has made a commitment to creating effective
methods to handle the tasks and processes that are the main concerns of their
clients. The company’s brand promise is ‘customer success management’, treating
each client as a separate business and focusing on their unique needs to take
them from “good” to “outstanding.”They offer free after-sale training and
ongoing support. “One customer who initially transferred to us based on price
called to say how gratified he was to call and get a live person to handle his
question,” said Iron.
Software Inc, a global leader in both on-premise and cloud-based
solutions, is integrating their recent corporate acquisitions— Ciboodle, a
provider of customer experience management software and Trinicom, which offered
cloud-based web and customer interaction management solutions—to create a
formidable independent provider of customer service solutions.
company is taking a bold initial step in its evolving business plan with the imminent
launch of KANA Express, a competitively priced SaaS solution that will address
what KANA CMO James Norwood calls the “underserved” mid-market sector. “We want to
replicate Trinicom’s success serving mid-market companies in the Benelux
countries on a global basis,” said Norwood. ”We’ve already signed our first
customer and also have a substantial number of prospects in the pipeline before
the announcement. Our goal is to have 100 new customers for KANA Express worldwide within
KANA has built
new inside sales teams for the US and UK—separate and distinct from their
enterprise sales force--to gain traction for KANA Express. Implementations
should be done within a 6-to-8 week cycle. The solution can accommodate sites
with up to 600 agents, but the real targets are operations with 150 seats or
less; some with as few as 20. Pricing for KANA Express is set up on a transactional
basis, with clients paying for their volume of usage. The suite includes agent
experience, web experience, social and mobile experience components. Clients
can choose pre-packaged combinations of these solutions depending on their
have been added so that KANA Express will be in a quarterly development cycle,
with new releases in each upcoming season allowing features to be added based
on customer demand. Targeted vertical markets include retail, travel, financial
services such as credit unions and B-to-B applications.
also being made on integrating Ciboodle’s expertise in business process
management, dynamic case management and agent desktop solutions with KANA’s Web
Customer Service that includes email response management, knowledge management,
web self-service and live chat.
LiveOps Platform gives users
flexibility, intelligent mulitichannel routing, real-time reporting and
interaction recording across every channel –voice, email, web chat, social and
SMS. All of the benefits of LiveOps Platform are delivered using the highest
cloud security standards and all are integrated in one easy-to-use multichannel
agent desktop through a comprehensive suite of LiveOps Applications. Intelligent
multichannel routing is a particularly important capability, routing every
customer interaction to the right channel and the most appropriate agents,
regardless of their location.
Social enables agents to continuously monitor Twitter and Facebook. Using it in conjunction with the company’s channel
pivot feature enables agents to respond across different channels which is
vital in developing rapid and appropriate social media responses.
American Express, socially engaged customers spend 21% more with a company that
provides great service. While global management consulting firm AT Kearney
found that 83% of customers who tweeted a complaint about a company were
gratified when they received a response, their research also revealed that 70%
of such complaints still go unanswered.
American Express also found that 83% of people who have used social
media for customer service have walked away from purchases due to a poor customer
is no different than other customer communications,” said Ann Ruckstahl, CMO at
LiveOps, “but when you mess up, the whole world is watching. We help companies
create one central hub with the ability to pivot to the appropriate department
to solve customer’s problems quickly.” When
complaints appear in public forums, agents employ the channel pivot feature to
redirect customers into a private conversation. The Wokingham Borough Council
in England, a community information resource, used the feature to redirect the
ongoing complaints of a resident into a more appropriate forum.
recently cited as one of the OnDemand Top 100 winners, chosen by the staff of
AlwaysOn, a business media brand networking the Global Silicon Valley, along a
group of corporate leaders and industry experts. The designation recognizes
leadership in providing technologies that are pushing outside the bounds of
existing markets and entrenched players.
a leading provider of
enterprise software serving more than 70,000 customers, is focused on user
efficiency, concentrating on what their products can do for their partners and how
their clients’ customers can gain added benefits. “Each
touchpoint is a unique, and sometimes critical, moment to deepen your
relationship with a customer,” said George Wright, SVP and GM at Infor. “The
minute a customer or prospect engages, you need to consider their unique
contextual history and then communicate the best message, whether it’s an offer
or a savings opportunity.”
serve their clients emerging needs, Infor has added more than 700 developers
over the past two years and has invested UI specialists in New York City to
focus on new user interfaces across all of their product lines. Infor 10 (Epiphany), both powerful and scalable,
is the foundation platform for all of their CRM solutions. The company website cites an increase of up to 50%
in sales per hour, a 48% gain in products per household, and a 400% rise in
average response rates for Infor clients in financial services, communications,
retail, hospitality, travel and leisure, and manufacturing.
Credit Union (NFCU) employed Epiphany in a cross-servicing program called "Above
and Beyond," which blended technology and training to help contact center
agents raise member awareness of Navy Federal offerings. NFCU also uses the
Interaction Advisor feature of the software to track life changes among their
members and create the most appropriate offers to suit their current status. NFCU attributed their association with Infor
as a factor in helping them generate incremental revenues of over $1 billion
over the past 3.5 years.
customers--who are often frustrated when they receive outdated offers --
appreciate the added consideration made possible by Infor 10’s Interaction
Advisor. When a time-sensitive multichannel outbound offer reaches a recipient
after the original deadline has passed, the solution has the capability to automatically
add replacement offers to the original communication.
Infor 10 has
enabled Wells Fargo to effectively and consistently disseminate mortgage
information on multiple channels to users. In one interesting onsite
application, Connecticut’s Mohegan Sun casino uses the software to make offers
to loyalty card holders that are displayed directly on the slot machine on
which the customer is playing.
to roll out a new cloud-based program called InForce Marketing Cloud in
association with SalesForce in December, providing inbound and outbound CRM, BP
management and MRM capabilities.
Moxie Software connects multichannel customer
communication with internal collaboration. Spaces by Moxie, a software suite
with components that are also available individually, enables companies to
engage customers via their communication channel of choice, connect employees
with collaboration, and consistently deliver the right answers across all
channels with a powerful social knowledgebase.
becoming more demanding. They are increasingly online and expect responses
in real time — often via their mobile devices and social media. With 70% of online consumers expecting
businesses to try harder to provide superior online customer service, Spaces by
Moxie provides capabilities that help organizations compete. The suite converges
customer communications with employee collaboration applications into a single solution
which improves the way businesses interact, understand, and deliver superior customer
experience. Robust analytics in Moxie’s Spaces Connect inform companies how
their customers are engaging with them.
step for most clients is integrating Moxie’s Knowledge Spaces solution which
ensures that everyone involved in customer care has the right answer available
to provide to customers. Once a specific answer is approved for use in an
organization, it is placed in the knowledgebase and is instantly accessible in
both self-service applications and in the hub of cross-channel information. Knowledge
Spaces combines with the Collaboration Spaces solution to connect employees
within the organization and reduces the time needed to respond to customers.
looking at the suite as a whole or its other individual components, which
include Phone Spaces, Chat Spaces, Email Spaces, Community Spaces,
Click-to-Call Spaces, Co-Browse Spaces, and Sales Chat Spaces. Many
organizations are integrating the Social Media Spaces solution, especially in
environments where customer interaction on the channel has become the province
of the contact center as opposed to a marketing function.
Moxie is available as both on-demand and on-premise solution, except for the
Collaboration Spaces solution which is only available on-demand. Target markets
are high-volume B-to-B or B-to-C organizations. Verticals include financial
services, as well as high-tech consumer goods and services where the solution
provides the differentiation that is vital to high-tech companies.
Social Analytics and VOC
QuestBack's Listen &
Act contributes to making Voice of the Customer a more well-rounded solution
that can both generate revenue and better ROI for users. The solution enables
businesses to quickly sift through messages and levels of influence of the
people who submit them. The organizations using it can then employ engagement
tools such as surveys and communities to create unique experiences for their
customers based on their inquiries and preferences.
insights gained from evolving touchpoints, such as social media, enables
businesses to act more quickly, provide more targeted offers, accelerate
problem resolution and ultimately increase market share by cultivating more
satisfied and loyal customers. Listen &
Act can improve response time to posts on social media. Client comments on
social media are tagged with either a red or green flag to enable agents to quickly
generate appropriate responses and redirect negative comments to a private
Bridgeport, CT based firm was recently cited as top performer in Social
Analytics and Intelligence in a 2012 Galaxy Vendor Evaluation Report by Hypatia
Research. “Notable among the capabilities demonstrated by QuestBack is the
ability for companies to bring customers out of Twitter postings into
structured feedback patterns via survey links to qualify, identify or route
issues requiring resolution or response,” said the report’s author Leslie Ament,
VP of Research and Senior Analyst at Hypatia.
all about engagement,” said Jill Ransome, Marketing Director at QuestBack. “We
are also addressing the mobile channel where 25% of all surveys are now taken.
Our surveys now automatically adapt to the mobile environment in which they are
Enterprise Feedback suite includes survey & data collection, social media
monitoring & engagement, community & portal, mobile optimization, people
data hub, analytics and reporting and CRM integration.