BWEB-Two posts for those that like this one! BackWeb's Push Technology Arms Market Leaders With Proactive Edge for Building Loyal, Lasting Customers
BUSINESS WIRE - December 13, 1999 07:16
SAN JOSE, Calif., Dec 13, 1999 (BUSINESS WIRE) --
--Bell Atlantic Mobile and Growing List of Fortune 500 Companies Turn to Push Solutions for Managing Constantly Changing Call Center Environments --
BackWeb(R) Technologies (Nasdaq:BWEB), the leading provider of push for e-business solutions, today announced that leaders in a broad range of industries are implementing its patented Polite(TM) push technology and products to sharpen their customer relationship management (CRM) operations. In a strategic competitive move, marketing pioneers such as Bell Atlantic Mobile, BancBoston Robertson Stephens, and British Telecom are implementing BackWeb's push technology to deliver time-sensitive information to retail call centers, customer support personnel and account services staff.
BackWeb's push for e-business solutions have become a mainstay of a new generation of CRM operations, as industry leaders use push technology to stay ahead in today's fiercely competitive marketplaces. BackWeb allows companies to politely push time-sensitive information to call centers and customer service groups. As a result, companies ensure their sales and service groups can respond immediately to changing market conditions, competitive offers, and technical issues. BackWeb's other CRM customers include Compaq, Hewlett-Packard, Jefferies & Co. and Pacific Bell.
"The Internet is creating unique challenges for companies seeking to build loyal, lasting relationships with customers," said Eli Barkat, chairman and CEO of BackWeb Technologies. "With an entire marketplace on their desktops, more Web-savvy consumers are cruising for the next best deal, and as a result they are putting extreme pressures on customer service organizations that must operate in competitive and volatile marketplaces. Marketing leaders like Bell Atlantic Mobile are finding effective new ways to capture and nurture quality customer relationships, and we're delighted to see BackWeb at the heart of those efforts."
Bell Atlantic Mobile is arming its 500 New York and New Jersey customer service representatives with up-to-the-minute information on products, services and competitive offers - all powered by BackWeb's push products and technologies. BackWeb's Sales Accelerator software will enable Bell Atlantic Mobile to deliver more business-critical information than ever before to call center representatives, helping improve overall service to customers in the company's densely populated and highly competitive New York Metro Region. The new system will allow customer calls to be resolved more quickly and reduce the time customers spend "on hold" waiting for assistance.
"As competition in the communication sector intensifies, the importance of servicing customers in a timely fashion is soaring," said Charles Hand, president of Bell Atlantic Mobile's New York Metro Region. "BackWeb puts priority information directly in front of our customer service representatives and ensures that our people act immediately on alerts that we send them. This is essential in situations where minutes can mean everything - and where the importance of quality customer service is paramount."
Bell Atlantic Mobile's deployment of BackWeb solutions is part of the company's long-term strategy to raise customer satisfaction to new levels, a focus that has helped the company win, for two second consecutive years, the prestigious J.D. Power and Associates U.S. Wireless Customer Satisfaction Award for overall customer satisfaction among wireless users in New York.
Incorporating BackWeb's most popular sales software modules including its Automated Marketing Encyclopedia and Strategic Publishing Manager- Bell Atlantic Mobile plans to proactively send product updates, rate plan changes, and promotion information to its representatives. BackWeb's Market Intelligence Manager will also let the wireless leader automatically alert its representatives to the most effective responses to questions regarding competitive offers. Located in Orangeburg, NY, Bell Atlantic Mobile's customer service center handles calls about new service, account and billing inquiries, and new telephone products.
As sales promotions are introduced or updated, Bell Atlantic Mobile representatives will be able to view the latest information via an on-screen ticker. The system will also alert representatives about new phone models, ensuring that customer service representatives offer current products. The company also can advise its customer service personnel about network outages and disruptions that may be reported to customer service. This, in turn, will help reduce the number of calls referred to technical support personnel.
"We are delighted that a globally recognized industry leader such as Bell Atlantic Mobile views BackWeb to be a competitive advantage in the wireless market," said Todd Johnson, vice president of marketing at BackWeb Technologies. "Throughout the communications sector and in a host of other industries, Global 2,000 corporations are awakening to the consequences of relying on traditional 'publish and pray' methods to deliver business-critical information to call centers and customer service operations. With true vision and a dedication to building customer loyalty, Bell Atlantic is handling priority information as a powerful competitive weapon."
With BackWeb's patented Polite push technology, Global 2,000 companies can deliver multimedia-rich digital packages of any size or format, including audio, video, graphics and html. BackWeb's Polite Agent(TM) avoids disrupting the customer by using only available bandwidth and politely delivering the information in the background. |
