Lifeline Systems Vantive-Based 'CareSystem' Call Center Supports 250,000 Subscribers for Emergency Response Services
Lifeline Expands Vantive Implementation with Vantive Sales
SANTA CLARA, Calif.--(BUSINESS WIRE)--May 10, 1999--The Vantive Corporation (Nasdaq:VNTV - news), a leader in customer relationship management software, today announced that Lifeline Systems is
using Vantive Support as the foundation of its CareSystem(TM) service delivery platform and is currently implementing Vantive Sales to optimize its sales, marketing, customer service and support
operations.
The high-performance Vantive solution enables Lifeline to provide unparalleled service to its 250,000 subscribers who rely on Lifeline for critical emergency response services.
Lifeline Systems is the recognized leader in the personal response industry. Lifeline's products allow mature seniors to call for assistance in case of an emergency by pressing a lightweight portable help button worn either as a pendant or a wristband. The button sends a signal through the telephone line to a 24x7 call center, supported by Lifeline's new CareSystem.
The 250,000 Lifeline subscribers and their families throughout North America rely on Lifeline's CareSystem for potentially life-threatening situations so continuous availability is critical. The Vantive system, along with other industry-leading technology solutions, allows Lifeline monitors to address subscriber needs quickly and accurately.
Each monitor has up-to-date information on individual subscribers special needs, emergency responders, hospital preference, primary language and service type. The Vantive application has been tightly coupled with e-mail and fax capabilities to enable immediate communication with Lifeline provider programs, referral sources and care providers.
Lifeline selected Vantive over other front-office solutions because of its ability to integrate with other products, scalability to support aggressive growth, and flexibility to adapt to future services and
changing business needs. Lifeline purchased Vantive Support in late 1997, and went live with the application in 1998.
With Vantive Support, Lifeline's call center representatives have personalized customer information for a more effective, responsive service, with a robust knowledge base. Vantive Support's strong case
management features consolidate data on the multiple actions required to respond to an emergency and assure all open cases are properly resolved.
Vantive Sales, which Lifeline purchased in December 1998, will become a key element in Lifeline's enterprise data strategy by enabling the sales force to improve productivity, shorten the sales cycle and
increase sales. Having accurate and updated information about specific accounts will build better relationships with the 2,000 hospitals and health organizations they work with and the many thousands of referral sources who recommend the Lifeline Service.
Contact management functionality assures consistent coverage patterns and improves responsiveness to the action items resulting from a sales contact. Opportunity management functionality will improve sales
forecasting ability and assist a sales representative in maintaining a full and balanced funnel of opportunities.
The reporting features in Vantive Sales allow Lifeline to measure the effectiveness of its marketing campaigns, as well as manipulate data to analyze trends. Lifeline's enterprise strategy, based on a consolidated database of customer information, will give field sales, inside sales, customer service and the call center staff a shared view of customer information.
Linkages between Vantive Sales and Vantive Support will close the loop in evaluating the effectiveness of targeted marketing and sales activity in generating new subscribers for the call center.
''Flexible solutions with access to enterprise data and that span multiple value chain activities will be the engine which enables high levels of customer satisfaction and support growth in a changing health care environment,'' said Richard Reich, Lifeline's vice president of Technology and Advanced Services.
''The Vantive Sales and Vantive Support applications give us the scalability, flexibility and reliability we will need to continue our market leadership in the future, while significantly improving operational efficiency and effectiveness.''
''Providing 24x7, mission-critical support to people in need requires dedicated people and great technology,'' said Andrew Krcik, vice president of marketing at Vantive. ''Vantive is delighted to work
with Lifeline to deliver personalized and reliable service to its subscribers. We are pleased to expand our longstanding relationship with Lifeline Systems.''
About Lifeline Systems
Lifeline is the leading provider of personal response services in the United States and Canada. Lifeline is committed to providing reassurance and peace of mind to those people who live alone and are faced with isolation and loneliness as well as the need for emergency response. Lifeline does this by combining dedicated, well-trained people with advanced technology.
About The Vantive Corporation
Vantive is a worldwide leader in customer relationship management solutions with more than 800 customers and $163M in revenue in 1998. Vantive empowers companies to sell, support and service customers through any channel of interaction -- the Web, call center, e-mail, or direct through sales and service representatives.
The Vantive Enterprise is an integrated software suite that leverages the Internet to increase sales, marketing, call center, field service, help desk and web service effectiveness. The Vantive Enterprise is
differentiated by its rich functionality; proven mobile and Web-based solutions; component-based, high-performance architecture; and time- and cost-effective implementations.
Vantive is supported by extensive software, consulting, and service partner programs that provide further technology and vertical expertise as well as integration support. Founded in 1990, Vantive is
headquartered in Santa Clara, and distributes its products in more than two dozen countries. Contact the Vantive Corporation at 800-VANTIVE or www.vantive.com.
Note to Editors: Vantive is a registered trademark and the Vantive Enterprise, Vantive Sales, Vantive Support, Vantive HelpDesk, Vantive FieldService, Vantive Object Studio, VanWeb, Vantive Partner Desktop, Vantive Web Self-Service and Vantive On-The-Go are trademarks of the Vantive Corporation, Santa Clara, California. All other product or company names are used for information or identification purposes only and may be trademarks of their respective owners. |
