A global leader in serving libraries of all types, ProQuest LLC (“ProQuest”) supports the breadth of the information community with innovative discovery solutions that power the business of books and the best in research experience. More than a content provider or aggregator, ProQuest is an information partner, creating indispensable research solutions that connect people and information. Through innovative, user-centered discovery technology, ProQuest offers billions of pages of global content that includes historical newspapers, dissertations, and uniquely relevant resources for researchers of any age and sophistication—including content not likely to be digitized by others.
the 2009 S E R V I C E awards 2009 Service Elite SERVICE ELITE THE COMPANIES that truly understand customer service could probably find a way to provide it without having to rely on technology—but they know better than most just how valuable those tools can be. Customers, on the other hand, often want as little to do with the machinations of technology as possible. They just want to be able to conduct business, request service, or complete transactions with the minimum amount of hassle and headache. Somewhere in that difficult terrain between the indispensable and the invisible is where CRM technology for customer support is expected to tread—and any company successfully able to implement such a project deserves recognition. We can’t touch on every kind of service and support initiative, but on the pages that follow, we present profiles of our 2009 Service Elite, four companies that impressed us this past year with their CRM efforts—and, more important, they impressed their customers, sometimes without ever letting those customers see the effort being made in the first place. | B Y T H E E D I T O R S O F C R M M A G A Z I N E www.destinationCRM.com CUSTOMER RELATIONSHIP MANAGEMENT | APRIL 2009 43 the 2009 S E R V I C E awards WORKFORCE OPTIMIZATION SUITE Spiffing Up the Center ASTUTE SOLUTIONS HELPS BATH & BODY WORKS’ KNOWLEDGE MANAGEMENT SYSTEM SMELL LIKE ROSES t he holidays can cause customer service headaches in the best of times, but caller spikes make the reliability of a quality experience a critical concern. At Reyn- oldsburg, Ohio–based Bath & Body Works response while building the system in real time. This boosted agents’ confidence and trans- lated into a fantastic customer experience. The benefits included a 68 percent reduction in hold time, 49 percent fewer escalations—and a (B&BW), a division of Limited Brands, the return on investment (ROI) within six months, 2007 holiday season meant revamping a instead of the 24-to-36-month expectation. knowledge management system (KMS), using Instead of coasting this past holiday season, “We’d rather Astute Solutions’ Real Dialog offerings. The B&BW worked with Astute’s offerings to also them be spending results were stunning—CRM profiled B&BW streamline information for its district man- in October 2008—and while resting on its agers. “You look for the low-hanging fruit— time coaching laurels would have been easy, the company additional ROI opportunities,” Crowley says. employees in the kept innovating, expanded benefits, and now “We found other groups within our organiza- stores than trying has a 2009 Service Elite award. tion that could benefit from our KMS.” SERVICE ELITE to look things up B&BW has more than 1,600 retail stores and Crowley explains they wanted to establish 10,000 products—even Stephen Hawking a solution for manage
Pages to are hidden for
"2009 Service Elite"Please download to view full document