London: 19 April. In addition to a showcase e-commerce store, Changeslive.com specialises in the production of interactive health and beauty content and applications that are sold to online portals, brand owners, broadband and digital television companies.
Matthew Noyes, Director of Operations at Changeslive.com said, 'due to significant quality problems with our oursourcing provider we decided to bring customer service in-house which prompted us to re-evaluate our entire customer communications strategy; we set about researching the market for a suitable solution.'
General contact with customers was attained via newsletters; apart from being a 'one-way' communication, was time consuming to prepare and required regular updates. This coupled with an external customer service provider proved to be increasingly ineffective and expensive. Changeslive.com required a simple, cost effective and robust method of communicating with and servicing their customers; their primary objective was to create a 'unified voice' across every communication channel. Noyes added, 'we wanted to run and control our own integrated eCRM programme.'
During the selection process Changeslive.com researched products across all segments of the CRM marketplace, including; OBM (outbound marketing) email handling, self help/intuitive applications and online interactive customer support. Important to the purchase decision was that business users had to be able to set up and administer the system without significant technical input and the solution had to be easy to use and fit in with their existing hardware and software infrastructure. Noyes said, 'Talisma was able to offer us a competitively priced suite of software products that suited the way we
communicate with our customers, whilst delivering those products rapidly and at a reasonable cost.”
Changeslive.com implemented various modules: Talisma Enterprise to manage customer support and handle incoming emails; Talisma OBM to administer outbound mailings and campaign management; Talisma Chat - an online NetRep application for communicating directly with the customer on the web and Talisma Self Help – an intuitive FAQ system.
Apart from Talisma Self Help, the application is operational and in use every day by customer support and marketing personnel. Noyes added, “We are pleased that Talisma is exceeding our expectations. It has made us more efficient, especially in the areas of outbound mailing and customer support. We have configured the business rules that drive the application using Talisma’s easy-to-use ‘wizard’ type interface to the extent where it needs little input from us - we are achieving the goal of a consistent ‘voice’ across the organisation and anticipate that rolling out Talisma Self Help will also have a positive impact on dramatically reducing customer support costs”.
Phase two planning is underway as Changeslive.com looks to integrate Talisma with their Sales Order Process system and to create a two-way connector with their e-commerce database so that a real-time 360-degree view of the customer is possible. In addition discussions are taking place to extend the level of segmentation in the database to enable more effective customer group communications.
Tim Vaughan, Talisma’s Sales & Marketing Director said, “Companies don’t generally know they need an online CRM solution; Changeslive.com is a prime example of how Talisma adds value. Changeslive.com presented us with a real challenge to which we delivered a comprehensive solution on time and within budget. Talisma delivers real solutions that address real business needs.”
Changeslive is a producer of women’s health and beauty content and interactive applications that are sold onto other digital companies such as online portals, broadband companies and digital television companies. Changeslive.com is a showcase of this content and includes an e-commerce store offering a variety of niche and prestige branded products.
Talisma Corporation is the only full-service provider of enterprise-class
electronic customer relationship management (eCRM) solutions for effective
and robust service, sales and marketing. Their proven experience and
expertise has helped hundreds of companies create long-lasting and
profitable customer relationships. Whether hosted or installed, modular
Talisma(tm) eCRM products and services are easy to deploy, extend,
integrate, and scale, to ensure superior relationship management across
multiple communication channels including phone, e-mail, Web self-help, Web
forms, chat, VoIP, fax, wireless and face-to-face meetings. The company
also provides extensive training and integration services and outsourced
Headquartered in Seattle, Washington, Talisma has more than 600 employees,
with offices in India, Europe, Asia, Australia and 15 cities across the U.S.
The company has a rapidly growing list of more than 400 customers including
Real Networks (Nasdaq: RNWK), Lowe's Companies Inc. (NYSE: LOW), MSNBC,
NetGrocer.com, EMI, Tupperware and BlueNile.com. Talisma is privately held
with investments from Oak Investment Partners, Madrona Venture Group, The
Carlyle Group, SeaPoint Ventures and Cedar Grove Investments.
For further information or photographs please contact:
For more information contact:
Talisma UK Ltd
Tel: 01494 582181
Sue Eyles or Angela Jones
BlueBird Associates Ltd
Tel: 01491 842940
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