· Repeat buying customer figures up 200% in six months
· Customer Database contacts doubled
· Manual email transactions reduced from 2000 to 50-100
· Weekly personalised direct marketing campaigns deployed
Martin Kertz, eCRM Manager at Tupperware says, “The four months we spent testing, evaluating, and deploying Talisma email, chat and marketing products was the fastest look, test, buy and deploy implementation I’ve ever completed.”
London 13th March 2002. Tupperware, the multinational producer of food storage, preparation and serving items, has implemented Talisma CRM Suite to create a single, centralised system for collecting and disseminating corporate information. Talisma’s solution uses a multi tier architecture to comprise data management, application logic and presentation services to fulfil Tupperware’s CRM requirements.
Tupperware’s core business is designed around selling and distributing through local, independent consultants; with 1.2 million consultants worldwide Tupperware needed a solution which would effectively merge the Internet into its business process. As a corporation, Tupperware wanted a solution which would provide an intelligent level of insight into their direct and indirect selling activities and harness this information, enabling faster, smarter and more effective customer responses.
Viewing the Internet as a great opportunity to expand its market reach, Tupperware began evaluating CRM solutions to present the companies core business through the web while advancing brand consistency pricing and online sales and marketing strategy. After evaluating Talisma, eShare, Kana/eGain, Live Person and Right Now, Talisma was chosen for its ability to deliver an affordable, quick to deploy and easy to use CRM solution with integrated chat capabilities.
Talisma and Tupperware worked together to implement a six-month pilot trial of Talisma Service Suite for email management and live chat. At the end of the trial Tupperware decided not only to implement Talisma Service, but also their Marketing Suite, allowing them to profile, segment and target customers, enabling multiple personalised outbound campaigns.
Following the implementation of the combined Talisma Suite, Tupperware have seen a 200% increase in its customer database and an equal percentage of repeat buyers. Emailed transaction enquiries needing manual attention were reduced from 2000 to 50-100 using Talisma's on-line self-service and automated response systems. This automation technology reduced time and administration costs enabling Tupperware’s consultants to focus on sales and worry less about customer service administration. An average of 1 electronic direct marketing campaign is launched per week and now 17 000 individual consultants have began to market their own Tupperware storefront/web site, complete with online transaction capabilities.
Integration with Tupperware’s Oracle sales order system will be complete later this year, enabling order information to become part of the customer databases. New prospects and customers entered onto the Oracle system for Tupperware will automatically become part of the Talisma customer database for future marketing campaigns. In addition to this Tupperware are looking to integrate their online shopping data warehouse with Talisma to improve the segmentation of mailing lists, improving quality of personalised dynamic content based on a customers purchasing history.
About Tupperware – http://www.tupperware.com
Started in the early 1940’s Tupperware Corporation is the world-leading seller of food storage, preparation, and serving items. Nearly 118 million consumers worldwide have attended a Tupperware party. With a core business model is designed around selling and distributing products through local, independent consultants who conduct parties in their hosts’ homes. In fact, today a Tupperware party is started on average every 2.2 seconds worldwide.
About Talisma – http://www.talisma.com
Talisma Corporation is a provider of interaction-centric CRM solutions for service, sales and marketing. Talisma’s proven philosophy of rapid software deployment and use-based evolution has helped hundreds of companies create long-lasting and profitable customer relationships and see early returns on their investment. Whether hosted or installed, modular Talisma ™ CRM products and services are easy to deploy, extend, integrate, and scale.
Headquartered in Seattle, Talisma has more than 525 employees with offices in India, Europe, Asia and 15 cities across the U.S. The company has a rapidly growing list of more than 400 customers including Real Networks (Nasdaq: RNWK), Exodus (Nasdaq:EXDS), Lowe’s Companies Inc. (NYSE: LOW), Air Products (NYSE: APD), MSNBC, NetGrocer.com, Google, Twinings, EMI, Mexicana Airlines, 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, photographs or interview opportunities, please contact:
Technical Director, Talisma
Sue Eyles or Rachel Argyle
BlueBird Associates Ltd
Tel: 01491 842940
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