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To: GC who wrote (602)	6/4/1999 1:13:00 AM
From: GC	Respond to of 767

MAY /99 Article The Executive Sales Briefing "Phone Tag" and "Hold" - Problems of the Past? Brandon Toropov If you've ever wished customers who call your organization didn't have to spend time on hold or talking to the wrong people, consider this case study. W.W. Grainger is North America's leading distributor of maintenance, repair and operating supplies; it also provides related consulting and support services. Grainger's Custom Solutions unit, headquartered in Gurnee, Illinois, was specifically created to serve large companies that are streamlining their purchasing functions (and lowering their overall purchasing costs) by outsourcing business to suppliers who can deliver world-class service. One of Custom Solutions' service goals is to satisfy each customer as quickly as possible during the very first phone call. This "first-call resolution" strategy recognizes that when busy customers call any supplier today, they expect (and respect) instant access to the sales or service people who can take care of their problems. When they're satisfied on this score, loyalty grows. When they're not, loyalty drops. The objective, then, was clear: Eliminate time-consuming callbacks and exchanges of voice mail. The question: How to make it happen? To reach other team members instantly, the Custom Solutions customer service representative who fields a call now accesses a browser-based "enterprise portal" known as ArialView. ArialView can locate the appropriate, currently available individuals in under five seconds. (The system uses a "contact tree" that requires team members to identify multiple backups to handle calls when they themselves are unavailable.) The technology is a remarkable breakthrough that carries implications for virtually every sales or service professional who deals with customers by phone. Most sales managers at mid-sized and large companies, of course, would prefer that their people interact with customers who have not been left seething by impersonal voicemail messages - or by an extended "runaround" period. Such managers will probably want to learn more about ArialView and the company that developed it, Arial Systems. The firm was founded in 1996; it is devoted to "creating and installing systems that increase customer loyalty/retention in organizations." and "(improving) other types of workplace performance." At Custom Solutions, that appears to be exactly what ArialView does. The system connects appropriate and available sales and service people to the customer with a single click. A customer can also request a conference call involving more than one company representative. With ArialView, it takes a tiny fraction of the time we're all accustomed to waiting for the front-line service rep to bring a salesperson (or anyone else) into the picture. The beauty of the system is that team members don't have to commit the skills or background of other team members to memory. ArialView offers a directory of skills, experience and responsibilities. When searching for someone knowledgeable about safety products, for instance, the front-line service representative can click on a file that displays people with precisely that experience -- and determine in an instant which ones are available to help the customer. The same service is available to, say, sales reps who call on behalf of a customer ... from that customer's office. In other words, customers and call center team members aren't the only people who can derive significant benefits from the system; every employee (or outsider!) who calls in can take advantage of the same "first-call response" service customers get. Of course, there are significant cost savings related to lowering the total number of hours internal people spend trying to track each other down. Improved customer service, and resulting sales increases, however, seem to have emerged as the most important reasons for selecting ArialView. In a world where many business relationships are conducted primarily or exclusively over the phone, the potential impact of such a system, and the likely competitive advantages it can deliver to customer-focused organizations, are enormous. Anyone who's ever placed a call and felt frustration at talking to a machine, rather than a human being, will appreciate the ArialView difference. For more information about ArialView, call 847.573-9925 or email info@arialsystems.com or call 888.973.9925. Brandon Toropov is publisher and editor-in-chief of The Executive Sales Briefing. He can be reached at 212.581.7390. Home \| Company \| Products \| News \| Calendar \| Email Copyright 1999 Arial Systems Corporation. All rights reserved

To: GC who wrote (602)	6/4/1999 1:20:00 AM
From: GC	Respond to of 767

ArialConnect™ - One Button Transfer / Conference The ArialConnect call management functionality uses open standard Dialogic tools (CT ConnectÔ ) to integrate with an organization's telephony system. With a simple "point and click", the user can initiate, transfer or conference a call among one or more associates. ArialConnect utilizes a call control server to connect a caller with one click of the contact number in the ArialView Personnel / Skills directory. One click on a hyperlink in the personnel profile launches a call to an associate's cellular telephone, pager (alpha or numeric), home office or extension. The result—the user is able to access information and connect with an associate without leaving the ArialView application. The embedded CT integration also allows the users to determine if an available associate is on the phone or not. The telephone appears with the handset on or off the cradle. The result—no more blind transfers to voice mail. Product Summary \| Sample Configuration \| Sample Screens