Green field site to operational call centre in three months. Overnight switch from paper to electronic workflow. Productivity per head doubled. Churn down, satisfaction up. Dramatic growth in telebusiness revenue. Pay back in just seven months.
These are just some of the results that have helped specialist mail and courier company, Hays DX, justify its purchase of the TeamPOINT enterprise relationship management (ERM) system from POINT Information Systems. They have also helped Hays DX find the extra edge to outperform its competitors by a significant degree.
The catalyst for change at Hays DX was a focus on developing a contact strategy for every customer. Commercial development manager Stewart Reeves was in charge of the project. He believed that a call centre, based around an integrated ERM system, was the best option. The call centre would provide the conduit to customers. The ERM system would ensure every one of them received the red-carpet treatment.
Independent consultants validated the selection of TeamPOINT from three contenders. "Other systems we looked at felt like 80s mainframe technology shoehorned into Windows. It's obvious TeamPOINT has been written from the ground up for a client-server environment," says Reeves.
"When an acquisition meant we needed to be able to provide customer service support for new services and customers, the necessary database, script and workflow changes were accomplished with the help of consultants from POINT within 10 man days. It is a flexible and very well thought through product."
Reeves' enthusiasm goes further. TeamPOINT's workflow abilities have helped tie together previously separate telesales, customer service, account development and back-office processes. "Our aim is for everyone in the business, whatever their role, to have the same view of the customer. It's become more and more important as we've grown as a business, to ensure that everyone is kept informed of customer queries and requests. After all, we should not have to ask customers to repeat themselves each time they make contact.
"As our UK and European businesses expand, it becomes more difficult to maintain intimate contact with customers. Big companies mustn't forget that customers are unique and that good relationships are based on individual knowledge. Technology can help to achieve this. Systems like TeamPOINT are a key building block in attaining a one-to-one relationship with many customers."
Founded in 1989, POINT Information Systems is an international supplier of advanced enterprise relationship management solutions that let companies link their sales, marketing, customer care, and back office functions into an integrated, enterprise-wide customer interaction platform.
Currently deployed in 18 languages across 35 countries, POINT's TeamPOINT suite is used by major multinational organisations including ESAT Telecom, Newton Fund Managers, Hewlett Packard, Allianz, Singapore Telecom and Mobile One. POINT has offices in Atlanta, Boston, Chicago, Dallas, Dublin, London, Munich, Paris, San Francisco, Singapore, Melbourne and Sydney.
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For more information: Phone: Mary-Anne Tilbury 01784 470333
For further information about Hays DX, please contact Adrienne Cohen,
PR Manager, on 01753 632720, alternatively E-mail
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