-- Solutions Designed to Improve ROI on Support Operations and Enhance Retention Marketing Initiatives
Boston, MA 5/23/01
eSupportNow, Inc, (www.esupportnow.com), the premiere provider of fully integrated multi-channel e-customer care solutions, today announced the launch of AnalytiCARE, its Customer Analysis platform that provides clients with an intelligent and actionable view into Customer Care data. AnalytiCARE allows for the collection and analysis of data from all contact channels, applications and data sources, translates and analyzes that data, and delivers it to the people and applications where it can be utilized to optimize Customer Care and Retention Marketing initiatives.
Supporting Critical Customer Analysis
"Customer Analysis is the critical success factor that companies need to produce real ROI from their customer support and CRM initiatives," said Renan Levy, President and CEO of eSupportNow. "AnalytiCARE is the foundation for our Customer Analysis offerings, and we`ve designed it to provide our clients with a way to more effectively understand, predict and influence customer behavior."
A sample of AnalytiCARE features includes:
Real-time management of quantitative and qualitative service objectives with the ability to respond more rapidly and effectively to customer demand and service issues
Proactive analyses of behaviors, exceptions and alerts to resolve service issues before they arise and engage in retention marketing rather than managing churn
The ability to establish customized alerts, triggers and format output to match user needs
Benchmarking of customer care operations and metrics against industry leaders and standards Purchase behavior analysis to support cross-selling and upselling initiatives
According to Robert Mirani, Director of the CRM Strategies practice at the Yankee Group "There is a great deal of industry interest in Analytical eCRM solutions, but most companies are thus far targeting their efforts at marketing rather than customer care operations. By applying proven data warehousing and analytical techniques to support data and integrating across contact channels, we believe that companies can greatly enhance the ROI on their customer care initiatives."
Open Platform Architecture
AnalytiCARE combines industry-leading technologies with eSupportNow`s internally developed algorithms, data models and best practices. It is developed utilizing an open architecture and leveraging industry standards such as HTML, XML, JDBC and CORBA. Written entirely in Java, AnalytiCARE is fully J2EE compliant, and provides XML adapters to allow its output to be utilized in reporting systems as well as by campaign management, e-mail marketing and personalization applications.
"The experience we`ve gained in delivering numerous successful multi-channel customer care programs positions us to `bridge the gap` between Operational and Analytical eCRM solutions," said Rick Shoup, Ph.D., eSupportNow`s Chief Technology Officer. "Most of the service-oriented `analytics` tools we`ve seen are narrowly focused on operational or demographic data. We believe that eSupportNow is the first company to truly leverage the tremendous amount of information that customers share over a lifetime of communications, and across channels including phone, e-mail and the web."
Availability and Further Information
AnalytiCARE is available to existing eSupportNow clients immediately, and will be made available publicly in September. The AnalytiCARE platform is designed to be integrated with eSupportNow`s eSP eCRM platform, but because of its open architecture it can also be integrated with other industry leading eCRM/CRM and legacy applications. Further information about AnalytiCARE can be found at www.esupportnow.com/analytiCARE, or by contacting Scott Nilson, VP of Business Development at firstname.lastname@example.org
Headquartered in Boston, Massachusetts, eSupportNow, (www.esupportnow.com), is the premier provider of fully integrated eCustomer Care solutions for online businesses. eSupportNow offers its client-partners strategic outsourcing, ASP, customer analysis, and professional services designed to meet the needs of today`s digital businesses. The company specializes in implementing and supporting multi-channel eCRM solutions including live chat, email, VoIP, web callback, self-help, advanced teleservices.
Yvonne Gaudette, (617) 398-8986