New Customer Care Management System Unites Sales Channels, Increases Efficiency
FOR IMMEDIATE RELEASE
For Further Information Contact:
Stefan Pollack
The Pollack PR Marketing Group
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spollack@ppmgcorp.com
Multimedia Live Adds Customer Care Management System to MarketLive™ Intelligent Selling System™ v3
Petaluma, CA -- September 12, 2001 -- Multimedia Live (MML) (http://www.mmlive.com), the leading developer of e-commerce technology and services for Intelligent Selling™ on the Web, has added an all-new Customer Care Management module (CCM) to its MarketLive™ Intelligent Selling System™ v3 e-commerce development application. For multi-channel marketers, the module blurs the line between channels, increasing overall operational efficiency, customer service efficiency, and customer satisfaction by strategically integrating web, call center, and retail operations.
The new CCM module establishes a reliable and efficient customer service, order placement, and order processing path that is shared across all the merchant’s channels. These systems, as well as order fulfillment and merchandise return/exchange processes run far more smoothly because the website, call center, and retail customer service systems can use the same programming logic, code base, business rules, database, and connection to the backend fulfillment and retail systems. The CCM utilizes parallel user interfaces tied to a common data source and communications system, giving a merchant’s website customers, call center customer service representatives (CSRs), and retail sales reps real-time access to the same inventory and customer databases.
The MarketLive CCM system will have its greatest impact on marketers who need a sophisticated customer service call center. The CCM puts all website functions and data access directly in the hands of the CSRs, allowing them to place orders directly to the website database through their own interface. This means that there is no need to purchase, integrate, and maintain separate ordering systems and databases for the website and for the call center. Cost and complexity are radically reduced.
With all orders, customer inquiries, inventory updates, and product information updates routed through this shared system, CSRs have real-time access to the same information as is on the website, ensuring accuracy and reliability in their customer interactions. Orders placed via the website now show up almost immediately at the call center, allowing CSRs to execute changes to orders, arrange for refunds or exchanges, retrieve forgotten passwords, or provide other assistance.
The MarketLive CCM also provides for:
Full tracking of call information, such as time, duration, and reason for the call.
Access to complete customer history, and the ability to update it. This includes shipping and billing information, order history, current order status, customer service call logs, and more.
A universal customer database.
Ability to conduct e-certificate transactions, and to check e-certificate balances.
Access to all website messaging, images, content, promotions and discounts.
Access to product information and inventory levels.
Arranging for refunds, returns, and exchanges.
Complete analysis of call center activities through the MarketLive Data Analytics Engine
“Our new CCM can incorporate best practices for call centers and fulfillment, making it extremely flexible and easy to adapt to every retailer’s and direct marketer’s unique requirements,” said Ken Burke, President and CEO of Multimedia Live. “This system makes multi-channel commerce practical and profitable.”
“Our new CCM can incorporate best practices for call centers and fulfillment, making it extremely flexible and easy to adapt to every retailer’s and direct marketer’s unique requirements,” said Ken Burke, President and CEO of Multimedia Live. “This system makes multi-channel commerce practical and profitable.”
One of the first clients to use the MarketLive CCM is Wilsons Leather, whose site MML launched in July. Wilsons benefits from faster response to customer needs, helping boost satisfaction and loyalty. The CCM also lets Wilsons handle exchanges or returns of online purchases at retail locations.
About Multimedia Live:
Multimedia Live (http://www.mmlive.com), a pioneer of Intelligent Selling™ online, is a nationally recognized Web technology and design company serving the catalog, direct marketing, retail and dot.com industries. MarketLiveTM is Multimedia Live’s enterprise-class, Java™-based rapid e-commerce development application built from the ground up specifically for catalogers, retailers, direct marketers, and manufacturers. The company has over 130 employees working with clients as diverse as General Motors, eBay, Longs Drugs, and Johnston & Murphy Shoes. It was founded in 1995 by entrepreneur Ken Burke and is located in Petaluma, California, with a sales and support office in New York City.
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