Customer relationship management (CRM) vendor Point Information
Systems has scored a remarkable double in the first annual awards made
by the Customer Technology Association - the body aiming to separate
reality from hype in CRM deployment.
Fourteen judges - all experts in customer technology including
analysts, journalists and consultants - spent more than 320 hours
evaluating 60 entries to decide the winners. They gave Point top
honours for both the best large-scale CRM implementation, and for the
most innovative product of the year.
Winning best implementation, Point's CRM installation at BUPA supports
400 personnel in the phone-based sales cycle of private health and
care products and includes risk assessment and underwriting through to
sales and customer service. It also lets customers and a team of 150
field-based healthcare advisors interact directly over the Web.
Critical in the successful launch by BUPA of its new Heartbeat
product, the Point deployment has helped create a single virtual
customer reception centre by linking staff at multiple sites to the
same knowledge base. "It has definitely enhanced the sales process",
BUPA's IS senior project manager Iain Roy told the judges. "For the
first time, we have a complete view of the customer from initial
expression right through to enrolment, opening up real opportunities
for cross-selling and up-selling in the future."
Michael Juer, a founder of the CTA and chair of the judging panel,
said the project stood as a text-book example of CRM in support of
strategic business objectives. "It was driven by a critical strategic
business change and was delivered primarily by an in-house team with
POINT playing a knowledge transfer role. The acid test is that it met
BUPA's business goals and has helped deliver a real up-turn in
Winning most innovative product, e-point 5 is the only e-CRM solution
that lets companies embrace any communications medium and any channel
to market using business processes and back-end systems already in
place. CTA judges singled out the product's architectural integrity
and its multi-channel abilities for special mention. e-point lets
companies, partners and customers interact over any assisted or
unassisted channel and any media.
Founded in 1989, Point Information Systems is a leading global
provider of e-CRM solutions. Point's advanced product suite, e-point,
uniquely enables companies and their partners to interact with their
customers and prospects across any stage of the customer lifecycle and
over any assisted or unassisted channel via any interaction media. Its
broad marketing and sales functionality includes customer acquisition,
retention and up/cross selling. It also helps companies get their
products to market faster.
Deployed in 19 languages in 36 countries, Point's products are used by
mid-to-large sized organisations and multinational companies,
including Allianz Group, Brann, BUPA, Commonwealth Bank of Australia,
Dah Sing Bank, Deutsche Bank, Liberty Mutual, Maybank, MetLife, Newton
Fund Managers, Overseas Union Bank, Verizon Communications, Virgin
Mobile, and many others worldwide. Point has offices in the UK and
rest of Europe, the US and the Asia Pacific Region.
- ENDS -
For more information:
Beverley Mayle, Point
Phone: 01753 748037
Phone 0118 934 4007
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