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CRMConnect Solution Announced
Automates Call Center Measurement Process
Mountain View, CA - October 24, 2000
- CustomerSat, Inc, specialists in measuring and
managing customer experiences online, today announced the
release of CRM Connect™ as part of their Customer Experience
Management System. This fully hosted solution seamlessly integrates
with CRM systems creating a 360o customer feedback environment
for the contact center, providing automatic and continuous
connections to customers.
As an extension of the contact center, CRM Connect™
integrates with the most popular CRM systems, including Siebel,
Vantive, Remedy, Peregrine, Onyx, SalesLogix, Clarify, and
others. When deployed, CRM Connect provides immediate feedback
from call center or contact center customers immediately after
a service call is completed.
"Traditional CRM systems are excellent at tracking
and measuring 'what' has occurred with each customer, but
they really don't address 'why' it has occurred", explained
John Chisholm, CEO, CustomerSat. " CRM Connect's integration
allows customers to extend the reach of their CRM system to
gather real-time, actionable feedback from their existing
customers creating what we call a 'customer experience management'
solution."
Datasets from the customer's CRM system are
automatically uploaded to the CustomerSat Web Hosting Center,
where personalized email invitations are immediately sent
asking the customer to provide feedback regarding their experience
via online response forms. Once submitted, customer feedback
is available at any time to authorized personnel through a
wide variety of function-specific reports. Real-time alerts,
built into the system, are designed to notify specific users
or user groups when immediate action needs to be taken.
"We are excited that CRM Connect has already
been implemented by several early adopters including Ariba,
Inc., a leader in B2B eCommerce. Companies are using CRM Connect
to give them the data necessary to consistently deliver excellent
customer service. This is vital to building true one-to-one
customer relationships - key to expanding eBusiness success,"
continued Chisholm.
CustomerSat's CRM Connect is designed to automate
personalized communication between the client and their customer
to help measure and manage customer experiences in an online
environment. Customer-specific information, such as product
used, case description, and virtually any other piece of data
can be used to personalize and completely customize both the
email invitation and feedback form to enhance responsiveness.
Personalizing the message helps to increase response-rates
enabling clients to receive more direct customer feedback.
Since CRM Connect is managed through a fully
hosted software application, clients can begin to view real-time
reports designed specifically for individual or group functions.
Online reports include mean rating scores, distribution trends,
pair-wise cross tabs, summary rating scores, verbatim responses,
and more all available by region, division, product, date
range, and any other attribute appropriate to the customers
business environment.
About CustomerSat
CustomerSat is the leading provider of online solutions for
measuring, building, and real-time reporting for customer
experience management. With leading-edge technologies and
proven market research techniques, users can measure and manage
customer experiences at every interaction point - using Web
solutions to capture site interactions, and internet solutions
that integrate with user's CRM systems to capture support
service interactions. CustomerSat principals have achieved
numerous "firsts" in Internet survey research, including the
first automated collection, reading, and tabulation of survey
responses by e-mail, the first real-time calculation and display
of cross-tabs on the Web, and the first positive identification
of respondents to Web surveys. The company is headquartered
in Mountain View, California. For more information, visit
www.CustomerSat.com
or call 650.237.3300.
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