Jiffy Lube Calls on ShopTalk's Voice-Enabled Enterprise Application for Loyalty Boost
ShopTalk Networks Launches 'My Jiffy Lube Reminder' as First Voice CRM Strategy for Fast-Lube Industry
CHICAGO, Feb. 8 /PRNewswire/ -- Fast lube leader Jiffy Lube International, Inc., today announced it has tapped ShopTalk Networks(SM) a pioneer in voice-enabled applications for customer relationship management (CRM) programs, to create the company's first voice-enabled oil change reminder service.
The new m-Commerce (mobile commerce) initiative promotes the phone as a new permission-based customer relationship channel and adds speech recognition and an automated opt-in alert feature to Jiffy Lube's customer relationship management strategies. The "My Jiffy Lube Reminder" program will begin at Jiffy Lube's 49 company-owned stores in the Houston area on February 16th, 2001 and will eventually be available at many other locations. There are more than 2,200 service center locations nationwide.
The program creates several unique opportunities for Jiffy Lube. In broadening the company's reach by phone, Jiffy Lube is able to capitalize on the increased mobility of their customer's lives. Recognizing consumers are spending more time in their cars, the program is a pro-active approach, aimed at targeting their customers on the go. The opt-in reminder feature will deliver a two-way actionable response. Unlike typical direct marketing methods, Jiffy Lube can now communicate with their customers on a more personalized basis -- giving them information when they ask for it, and allowing them to act on it immediately.
Further, the ShopTalk application will deliver immediate marketing and promotional campaign results, allowing Jiffy Lube to test market in any geography, at any time, to any demographic and gain insight from customer responses immediately before launching a larger marketing campaign.
"The ShopTalk application is an exciting addition to our customer relationship strategies," said Anne Tawney, senior vice president of marketing, Jiffy Lube International. "It gives our customers more options to interact with the company and opens the door to enhanced revenue generation and customer service. The program gives us a competitive edge for increasing loyalty and sales."
Voice application technology is quickly gaining recognition as a next generation customer relationship tool. An International Data Corporation report estimates the market for voice applications that enhance customer relationship efforts to grow to $16 billion by 2004. ShopTalk Networks integrates voice technology from speech recognition leader Nuance (Nasdaq: NUAN) and takes advantage of Tellme Networks' industry-leading voice application network to provide an advanced VoiceXML platform for Jiffy Lube.
"ShopTalk Networks is clearly a leader in provider voice-based CRM and m-commerce solutions to businesses that capitalize on the convergence of voice and Internet technologies," said Mike McCue, CEO and co-founder of Tellme Networks. "ShopTalk's voice applications, such as the ShopTalk Marketplace and the 'My Jiffy Lube Reminder' are among the most powerful and exciting programs we've seen utilize Tellme's voice application network."
"The impact of the wireless and voice industry on businesses is only beginning to be realized," said Eric Linn, CEO and co-founder, ShopTalk Networks. "It is creating new marketing opportunities, greater response rates, immediate tracking, dramatic savings in call center operations and increased revenue streams. ShopTalk Networks is pleased to help Jiffy Lube build a unique CRM solution that takes advantage of those opportunities while helping to strengthen their customer relationships."
The ShopTalk/Jiffy Lube relationship is an outgrowth of ShopTalk's successful operation of its own voice-enabled shopping portal service, the ShopTalk Marketplace. The ShopTalk Marketplace has attracted 40 branded corporate partners and over 500,000 users conducting more than 20 million transactions last year alone.
Moreover, with car maintenance falling into the hands of approximately half the female population nationwide, ShopTalk is a natural fit for Jiffy Lube as 93% of subscribers to the ShopTalk Marketplace are female. Jiffy Lube will take advantage of the Marketplace platform to create their own "My Jiffy Marketplace" allowing customers the added value of shopping over the phone.
About ShopTalk Networks
ShopTalk Networks(SM) is pioneering voice-enabling applications for businesses, giving companies an automated speech-enabled telephone interface to their customer relationship management (CRM) strategies. SpeechSuite(SM), ShopTalk Networks' proprietary suite of Voice Applications, helps companies move beyond mass marketing with a set of highly interactive, permission based, multi-channel CRM tools. Leading blue chip companies like Blockbuster(R), Pizza Hut(R), Jiffy Lube(R), FTD(R) and drugstore.com(TM), use ShopTalk Networks Voice Applications to generate business building results. ShopTalk Networks launched its first Voice Application, the "ShopTalk Marketplace," in late 1999. Since then, the ShopTalk Marketplace has registered 500,000 unique users and completed over 20 million customer interactions in 2000. ShopTalk Networks is headquartered in Chicago, IL. To experience ShopTalk, call 1-800-SHOPTALK (1-800-746-7825), or visit shoptalknetworks.com.
About Jiffy Lube
Jiffy Lube, the world's largest fast lube operator and franchiser, is a wholly owned subsidiary of Pennzoil-Quaker State Company, a leading worldwide automotive consumer products company that markets Pennzoil(R) and Quaker State(R) brand motor oils, the number one and number two selling motor oils in the United States. Pennzoil-Quaker State Company also markets a complete line of automotive car care products including Axius(TM) auto accessories, Blue Coral(R) and Classic(R) waxes and washes, Black Magic(R) and Westley's(R) tire and wheel care products, Fix-A-Flat(R) tire sealants, Medo(R) air fresheners, Rain-X(R) glass treatments, Gumout(R), Snap(R) and The Outlaw(R) maintenance chemicals and Slick 50(R) engine treatments. The company recently introduced Pennzoil Roadside Rescue Emergency Fuel Additive, a safe, conveniently packaged emergency fuel additive that transports out-of-gas vehicles about 10 miles from the side of the road to safety. Pennzoil Roadside Rescue was named one of Business Week Magazine's Best Products of 1999.
SOURCE ShopTalk Networks
CO: Jiffy Lube International, Inc.; ShopTalk Networks; Nuance
ST: Illinois
IN: AUT CPR
SU:
02/08/2001 08:30 EST prnewswire.com |
