Why is BBSW a a keeper? Every F5000 corp needs it.
The new generation of front-office applications enables customer relationship management but stops short of providing the analysis critical for understanding trends across different customers and among sales, service, and marketing channels. BBSW's packaged analytic applications integrate and analyze data from front- and back-office applications, Internet-based systems, and demographic data sources. Broadbase's "EPM Customer Service" product enables businesses to translate this analysis into specific actions, such as uncovering service opportunities, targeting profitable customers, identifying cross-sell opportunities, or tracking leads.
Customer Comments Excerpted
from Crossroads 2000 A-List Award...
"Broadbase customers are decentralized global companies with multiple call centers around the world. In the course of deploying customer relationship management systems, they looked to Broadbase to round out the solution with reporting and analysis capabilities.
One global Broadbase customer is supporting 14 call centers around the world with a Clarify customer relationship management (CRM) solution. Because Clarify is built for extreme flexibility (with a fully normalized relational data structure), end users find it challenging to go after the raw data with conventional reporting tools. Broadbase is helpful at two levels. First, EPM Customer Service extracts the data from the Clarify system and organizes the information into an analytic platform with an understandable data structure. Second, EPM Customer Service provides analytical applications developed in the well-accepted Brio interface. As a result, this Broadbase customer has skipped the IT-administrivia phase of its decision-support implementation. In just four weeks, the company has begun analyzing real business issues. Which groups of customers are calling and why? Where do bottlenecks exist and how are they impacting service levels agreements?
Another Broadbase customer uses Vantive's CRM solution. This customer is handling worldwide customer support not only for its own products but for its repair depots as well. The cycle time to get information out of Vantive has already been reduced to one-third the time it took before implementing Broadbase EPM Customer Service. Additionally, the introduction of the analytic platform has taken the performance pressure off the production system.
Broadbase customers are able to implement the basic reporting functions of EPM Customer Service rapidly and successfully, particularly in the customer service area. They are looking forward to using Broadbase?s analysis and data mining capabilities to target profitable customers and identify new opportunities for revenue.
Broadbase customers are delighted with the results of integrating the CRM information in the data mart with customer information from other sources. Leveraging the consolidated data set, prebuilt analyses, and productive reporting environment, one customer was able to implement a closed-loop lead tracking system in just a few weeks.
Customers particularly appreciate the recent addition of Brio to the Broadbase suite. Brio has excellent grassroots acceptance, yet also has advantages for consistent enterprisewide deployment. Without Brio, for example, an administrator would have to create a report 10 times for 10 different regional sales territories. With Brio, only one master report is required; end users can select the appropriate variables for their respective sales territory."
source:
crossroads-osa.com
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