Kurt Peters , Executive Editor
Web Interface Provides Customer Service Agents with Access to Integrated Customer Information from Remote Locations
Atlanta - July 10, 2001 - SEAGULL (AEX: SEAGULL), a leading provider of e-business enabling software, announced today that Myron Corp. has implemented SEAGULL`s J Walk™ to enhance its back-office customer service application with a Web-based front-end, dramatically improving IT support for internal and external customer service personnel, and enhancing the customer experience. Myron, which operates in 13 countries, generates more than $100 million annually as a direct marketer of personalized business gifts and accessories.
"Our goals were to improve usability of our proven back-office applications for customer service and telemarketing representatives, some of whom are outsourced, and deliver a flexible solution that could efficiently be deployed to remote locations," said Ed Hohnecker, vice-president of information services for Myron Corp. "We turned to SEAGULL to help leverage our existing legacy system by developing a Web-based platform that would be easily understood by customer service agents and support our future growth."
"We`ve built our reputation on providing top quality products and services through our Smarter Business GiftsSM solutions to businesses worldwide," said Hohnecker. "The ability of agents to search and maintain accounts, search products, enter and update orders, and track direct mail promotions in one integrated platform through the Web is immediately beneficial to the consumer by delivering a sophisticated and consistent experience for customers worldwide."
In addition to the browser-based interface, Myron`s customer service and telemarketing representatives have online, graphical access to customers` personalized artwork and corporate logos that are imprinted on Myron`s business gifts. Prior to the J Walk enhancements, agents had to access a separate server to review customer artwork.
Since launching the enhanced customer service solution, Myron has experienced a 50 percent reduction in training costs. Myron will continue to use J Walk to streamline and improve usability of the system, including integration with a Web-based order entry process designed for interaction directly with the customer.
"More and more companies are focused on improving customer service and operational efficiency by streamlining traditional administrative business processes," said Kim Addington, senior vice president of marketing for SEAGULL. "Myron`s choice of SEAGULL technology provides a strong platform for supporting current and future customer service initiatives that leverage proven, existing business systems. The combination of Web and back-office technologies offers rapid return on investment for customer-oriented organizations like Myron Corp."