Stanley Works to Improve Customer Service With Communications Software
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Tools and hardware maker Stanley Works has deployed IP-based business communications software from Interactive Intelligence as part of a strategy to improve its customer service.
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With the introduction of Real-Time Decision Manager from SAS, the expanding use of predictive analytics synchronized to work with a concurrent business process will receive a major boost.The SAS technology taps into the wealth of analytical data gathered from a company?s databases and scores the company's customers for potential up-sell and cross-sell marketing opportunities.For example, during a transaction -- be it a telephone customer service call or a Web purchase -- Real-Time Decision Manager can direct the customer service representative (CSR) to offer the customer an additional service or product or make an online offer.SAS's global marketing manger Larry Mosiman, believes that Decision Manager will increase wallet share for its customers and help to reduce customer attrition, especially in the highly volatile communications industry.The technology creates a decision diagram that can be based on new information that is captured during the course of a transaction, said Mosiman."Real-Time Decision Manager is all about putting the process flow together to take into account the information gained, even during a conversation that might affect the outcome," said Mosiman.The technology typically comes back with a sub-second response and will handle approximately a thousand transactions per minute.?The concept of decision making in real time is not new. Companies as far back as Compaq were designing similar products; one in particular Compaq called ZLE, for Zero Latency Enterprise.The idea behind real-time decision making, according to Gareth Herschel, a Gartner analyst, has a number of major components.First, it makes intelligent decisions part of the business process."Instead of having somebody going off and doing analysis that is not tied into a business process, this is part of the process," said Herschel.The other key component is that this is not just a way of scoring the customer. Rather, it recommends an action to an agent and may even provide a script for the agent to follow for an up-sell opportunity.There are challenges to the idea, however.Mainly, CSRs are not typically salespeople who are comfortable up-selling a customer. In addition, it flies in the face of how call centers work.Keeping service center costs down is typically based on how quickly a CSR can handle a customer's problem and get them off the phone or off-line. By trying to up-sell or cross-sell a customer, more contact time -- not less -- will be required.Nevertheless, Herschel said although SAS is late to the market with this kind of product, because of its clout in the industry, the idea of? putting decision-making at the point of sale will gain wider acceptance in the enterprise.SAS also announced 1-800-Flowers as its first customer for the product, which is shipping now.
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In the Internet age, making telephone contact with a human for customer service is a daunting task. But some consumers have found ways around the blockade.
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Siebel chief Mike Lawrie pledges better customer service, spotlights focus on a la carte software.
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A managed services provider relies on remote, proactive support when possible, and franchises onsite calls to local shops.
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Microsoft is turning the software into what it hopes will be a one-stop shop for e-mail, voice mail and faxes.
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Company enhances online service for moving business information between corporations.
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Company expands support for VoIP services, but also launches software that helps mobile operators block such traffic.
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Customers will be able to develop and deploy a wide variety of applications including video, audio/video messaging and blogging, and more.
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Although marketing automation has been around as long as CRM has, in the past few years suite makers have focused more attention on refining SFA, customer service and self-service functions.
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After reading Bruce Mohl's article on how people are having a hard time reaching customer service reps, I have to agree in thinking that some companies are making it harder on purpose so that the consumer will give up (" Maytag guy wouldn't have left you on hold ," Feb. 21 ). I recently spent 45 minutes trying to get ...
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Open-source software start-up SugarCRM plans to introduce support services for its free contact management product on Thursday, part of a big push to lure customers away from high-priced, proprietary programs.
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Training new customer service reps to use a CRM system quickly is crucial not just to a contact center or customer service effort, but to the entire company, as well. Often, a service rep is the first contact for new customers, or for existing customers who have problems with a product or service.
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The update fixes flash card communications and a problem with colors and vertical lines, according to the company.
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In the Internet age, making telephone contact with a human for customer service is a daunting task. Some companies no longer disclose phone numbers. But some consumers have found ways around the blockade.
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Technical support improvements lead to better overall scores for PC industry.
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Products promise more flexibility for corporate customers logging on to the company network.