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RWD infoMaestro Boosts Customer Service Representative Productivity with ECM Integration
RWD Technologies
| London
25-Jan-2008 » Training Press Releases » RWD helps EMC and Oracle Customers Link Enterprise Content and Customer Strategies.
RWD Technologies UK Ltd, a company that develops and implements organisational performance solutions, announces the availability of RWD infoMaestro™ version 2.0.
Designed for the integration of customer relationship management (CRM) and enterprise content management (ECM) software, infoMaestro™ helps customers improve call centre response time, ensures greater compliance, and automates the customer fulfilment process. RWD infoMaestro's "Dynamic Assembly Engine" can now enable customers to seamlessly integrate the CRM functionality of Siebel with EMC's Documentum - providing greater productivity and a better overall experience for the ultimate customer.
"Too often, a customer service representative takes a call, logs the customer interaction and required response into a CRM application, and then has to access yet another system to get the appropriate content to fulfil the request," said Paul Bhuhi, Managing Director, RWD Technologies UK Ltd. "However, if the representative can quickly locate and access the material while on the phone and automatically fax or e-mail complete responses within minutes, you have a much happier customer on your hands than if they have to wait days or weeks to get that same material. You also have faster time to fulfilment and greater compliance for industries like life sciences and manufacturing. It may sound like an obvious solution, but the norm is for CRM to be completely disconnected from content management. RWD infoMaestro changes that."
According to an August 2007 report from Forrester titled "Best Practices CRM," the CRM market will grow to nearly 11 billion by 2010, yet "less than 50 percent [of business and IT executives] were fully satisfied that the business benefits achieved met their expectations or felt they were able to quickly realise value from the applications. Moreover, Forrester's "The Right CRM Metrics for Your Organization," report (Oct 7, 2007), states, "We found that successful companies focus on five fundamentals: 1) promoting user adoption; 2) focusing on business processes; 3) establishing executive sponsorship; 4) practicing sound customer data management; and 5) defining the right metrics. "
RWD infoMaestro's ability to deliver relevant Documentum content via Siebel customer applications supports three of these key fundamentals - improving business process (by reducing time to fulfilment), supporting user adoption (by requiring training on just one system instead of two or more) and practicing effective data management (by having compliant material at the tips of an agent's fingers).
For more information on RWD infoMaestro, go to www.rwd.com/products/infomaestro
About RWD Technologies UK Ltd
RWD is a leading provider of human and operational performance improvement solutions that help employers maximise the return on their investments in people, processes, technology, equipment, knowledge and customers. Since 1988, RWD has assisted clients and partners in enhancing organisational productivity through its broad range of integrated products and services, which include human capital management and IT consulting services, business transformation and lean process improvement, end-user training, change management, knowledge management and operator effectiveness management. RWD's solutions are used in thousands of organisations globally, and in industries such as manufacturing, energy, automotive, aerospace, healthcare, life sciences, consumer products, financial, telecommunications, services, higher education and the public sector. Headquartered in Baltimore, USA, RWD serves Fortune 500 and other organisations around the world. RWD is privately held, with two dozen offices in the Americas, EMEA, and Asia Pacific. For more information, please visit www.rwd.com.
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