John Deere Reaps Benefits From Quintus Corporation's eContact
Software
Business Editors
FREMONT, Calif.--(BUSINESS WIRE)--Dec. 27, 1999--
America's Pioneer Manufacturing Company Implements Quintus Software
to Provide Dealers with Technical Assistance via the Web
Quintus Corporation (Nasdaq:QNTS) is helping John Deere dealers
manage customer relationships more efficiently by placing a valuable
communication tool for equipment and service information at their
fingertips via the World Wide Web. Quintus announced today that John
Deere has implemented Quintus' eContactTM e-customer relationship
management (eCRM) software to deliver the fastest and most effective
service possible at Deere Dealer Technical Assistance Centers around
the U.S.
Quintus eContact is a suite of software that allows contact
centers to effectively personalize, route, manage, and report on
customer interactions through a wide range of media, including voice,
voice over IP (Internet protocol), interactive voice response,
interactive Web chat and Web collaboration, email and e-commerce.
Deere has implemented the CustomerQ and WebQ(TM) components of the
eContact Suite.
Using standard Internet browsers, Deere's dealers can log into
WebQ to access a broad array of customer and product information
captured in CustomerQ, enabling dealers to quickly find answers to
customer equipment problems and obtain technical product information.
Together, WebQ and CustomerQ provide dealers with a self-service
option previously unavailable from Deere's Dealer Technical Assistance
Centers. Prior to implementing Quintus software, the Dealer Technical
Assistance Centers handled all inquiries by telephone or host
application system. Responses were delivered by telephone. Dealers
lacked immediate, direct access to equipment and customer information,
limiting their ability to provide personalized attention and build
relationships that lead to repeat sales.
Through self-service, dealers can obtain quicker answers to
customers' detailed questions, offer more in-depth equipment
evaluations, diagnose problems more accurately and build a
relationship with each customer and his or her equipment.
"We rely on our dealers to provide quality information to
customers, so our ability to provide them with accurate information in
a timely manner is critical to managing and expanding John Deere's
dealer relationships," said Russ Swim, manager, Systems Support for
Deere & Co. "Quintus' Web solution allows our dealers to access
information in a highly personalized, user-friendly manner, and can be
easily managed and upgraded as our business needs change."
Quintus eContact powers 500 seats at John Deere Dealer Technical
Assistance Centers across the country. In addition to helping John
Deere provide the type of dealer service that encourages repeat sales,
eContact also helps John Deere contain costs. Because eContact works
in harmony with the existing data and hardware infrastructure, John
Deere -- one of America's first "brick-and-mortar" companies -- was
able to cost-effectively transfer part of its business model to the
Web.
"John Deere recognizes that customer relationships are the key
component of its continued success," noted John Burke, president of
Quintus. "Quintus is pleased with John Deere's selection of eContact
to provide premium customer relationship management services to its
valued dealers."
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