Program Optimizes ROI and Customer Satisfaction by Increasing Number of Features Used and Overall Business Value of Software
Bellevue, Wash. –July 29, 2009 - nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced its new nGenera CIM Expert Services program. The program helps customers optimize ROI and customer satisfaction by teaching them to capitalize on the features of their nGenera CIM products to maximum business value over time.
“The concept for the nGenera CIM Expert Services program was inspired by customers who had experienced success in their initial implementation and wanted to take their nGenera CIM implementations to the next level. These customers wanted to make best-possible use of their current system and all the latest features without purchasing additional licenses or software modules. Some were only looking for provable ROI whereas others had more specific goals such as increasing online sales revenue or improving interaction handle times,” said James Brown, Senior Consultant at nGenera CIM. “Our work with these companies yielded extremely positive results and led us to design and package the Expert Services Program, which is a series of onsite workshops that enables other customers to benefit from same approach.”
Data collected from these initial customers pre- and post- nGenera CIM Expert Services workshops found that, as a result of participation, nGenera CIM customers increased the number of software features they were using by 47%. Additionally, customers felt that the business value of their nGenera CIM implementation increased 30%.
Some of the benefits realized by nGenera CIM customers span the following product offering:.
- Increased Call Deflection by 30%
- Increased monthly visits from 2,000 to 50,000
- Reduced administrative overhead by 80%
- Increased average sales value by 30%
- Reduced average handle time by more than a minute
- 50% reduction of abandoned chats
- Increased email agent productivity by 50%
- Reduced agent ramp times from 4 weeks to just 1 week
nGenera CIM Expert Services program participant Billy Cheung, Knowledge Management Technical Specialist at Boeing Employees Credit Union, says, “nGenera CIM’s three-day development workshop provided a critical opportunity to leverage the product to its fullest. They helped us evaluate past processes, review new product opportunities, and develop a strategic system that met the needs of our users.”
“Sometimes we see that Customers are not maximizing the full value of their Software Investments due to changes in their business or new product enhancements. We are pleased to see that the nGenera CIM Expert Services program is being met with customer enthusiasm for increasing the value they are receiving from our products,” says Wade Pfeiffer, General Manager of nGenera CIM.
The new nGenera CIM Expert Services program workshops are now available for nGen CIM Suite modules including nGen Phone, nGen Email, nGen Chat, nGen CoBrowse, and nGen Knowledgebase.
About nGenera Customer Interaction Management
nGenera Customer Interaction Management (CIM) is the global leader in next-generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Canon, Dell, eBay, Epson, Ford, Microsoft, P&O;, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint. For more information, visit www.ngenera.com/cim.