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· Every customer treated as an individual

· Tracks department performance

· Provides vital information on previous contact

London 22 January 2001: Crocus, the UK’s leading gardening web site, has chosen Talisma to extend services to its online customers.

Malcolm Turnbull, IT Manager at Crocus said, "We needed a robust and reliable email support system; our business depends on accurate and timely communication with our customers. Talisma offer us simplicity - it fits well with our existing architecture and had little or no culture shock for our users."

Talisma is integrated with Crocus’s web site and provides a single point of reference for all customer communications. Incoming emails can be effectively tracked and therefore routed to the right customer service personnel. Outbound correspondence can be individually personalised depending upon the original enquiry, making mailing campaigns easy to customise.

Turnbull added, "Talisma is what all email support systems should be but never are."

The system takes emails from various incoming mailboxes, threads them into a database where it then tracks case history and response time. Customer data can then be held locally or linked from another source making the creation and tracking of mailshots a simple process.

Talisma is being used by management to track departmental performance and provides statistical analysis. Customer Services use the system to ensure each customer is treated as an individual; every team member has access to the same data and therefore is able to deal with an enquiry efficiently. The Plant Doctors are now able to track types of queries on plants and provide appropriate answers to common problems; in addition they are able to identify VIP or high-spend customers and give special attention to handling their queries.

Nick Gomersall, European Managing Director of Talisma said, "We provide a vital element that ensures Crocus maintains a high-level of customer service helping to ensure their customers return time after time as their loyalty to the company grows."

Phase two planning is now underway to fully integrate the Talisma system with Crocus’s product and distribution application so that customers are automatically informed of their order status. Work is also planned to extend the sales information integration to enable more sophisticated and targeted mailshots as well as improving the overall analysis functions.

About Crocus

Crocus, the UK's biggest gardening web site aims to give customers the whole gardening experience; to inspire, to advise and to provide information.

Crocus can help with a choice of over 8,000 plants, tools and gifts. If it's inspiration, ideas or practical advice, then Crocus has it covered.

http://www.crocus.co.uk


About Talisma

Talisma Corporation, formed in 1994, has focused on being the premier provider of high-end electronic technical support and customer service solutions. They have considerable experience working with e-business to define a successful mix of processes, software applications, and scalable, outsourced staffing. Their e-service solutions have helped RealNetworks, Microsoft, ZiffDavis, and others meet the expectations of their customers and other stakeholders (employees, investors, partner companies, and so forth) with flexible high-value e-service.

http://www.talisma.com


For more information contact:

Nick Gomersall

Talisma UK Ltd

Tel: 01494 582181

nickg@talisma.com


Sue Eyles or Angela Jones

BlueBird Associates Ltd

Tel: 01491 842940

sue.eyles@bluebirdmedia.co.uk

This press release was distributed by ResponseSource Press Release Wire on behalf of Bluebird Associates in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.