Delivering a positive customer experience has become an important call to action for many organizations. Customer relationship management solutions can help businesses get there. Here are some of the solutions in the CRM space that deliver on that promise. We congratulate these companies, which CUSTOMER and its parent company, TMC (News - Alert), have named our 2016 CRM Excellence Award winners.
Many CRM systems are just glorified databases, reducing complex relationships into simple records. Bullhorn CRM, however, is a relationship management platform built for the way businesses work now. It’s mobile, intuitive, and completely automated.
Calabrio ONE is a unified workforce optimization software suite – including call recording, quality management, workforce management, and voice-of-the-customer analytics – that transforms the contact center into a customer engagement center and a valuable source of customer insight.
Code.org is a non-profit dedicated to expanding participation in computer science by making it available in more schools, and increasing participation by women and underrepresented students of color. SalesforceIQ CRM enables Code.org to easily maintain donor or partnership information, as well as any notes from sales phone calls and meetings. By keeping all critical information about its relationships in one place, Code.org’s entire team can check in on the status of various deals in seconds and no longer spend time duplicating information across multiple organizational methods.
Confirmit Horizons Version 19
The Confirmit Horizons platform provides users with everything they need for end-to-end management of voice of the customer programs, voice of the employee programs, and market research projects. In applying for this award, Confirmit delivered a case study that said distributor RS Components realized high response rates, NPS and NES score improvements and a cultural shift at its business.
ConnectLeader Intelligent Sales Acceleration Platform
ConnectLeader web-based sales acceleration software helps inside sales and business development teams qualify and connect with more prospects in less time. The solution includes Click Dialer click-to-call software, Personal Dialer power dialing software, Team Dialer live conversation automation, a predictive analytics engine that does lead sorting and is called Adaptilytics, and a solution called Data Genie that updates account and contact data.
Conversica is an artificial intelligence platform that presents itself as ahuman sales assistant. The assistant will reach out to every single one of your leads, and engage each of them in a human conversation (people truly feel as though they’re interacting with a person). As a result, sales people can sell more.
Encore Workforce Optimization
This workforce optimization software is available in the cloud or for premises-based deployments. It features call recording, e-coaching, compliant recording, dashboards and gamification, desktop analytics, live monitor capabilities, quality management functions, post-contact surveys, screen recording, speech analytics, workforce management, and a web API.
Encyclopaedia Britannica Digital Learning
Encylopaedia Britannica, which originally had a homegrown CRM system that didn’t integrate with its other back-office systems, in 2012 adopted Salesforce. Now it uses Sales Cloud, Service Cloud, Chatter, App Cloud, and Pardot. As a result, the company’s sales reps can stay with customers through their lifecycles and answer their questions along the way.
Expert Global Solutions Inc.
Pharmacy Benefits Manager
Pharmacy benefits managers represent an important and growing segment of the overall health care market, playing a key role in reducing costs and improving the value of services offered by plan sponsors. In today’s climate of increasing competition, regulatory and compliance complexity, and growing enrollment, more PBMs are turning to partners like Expert Global Solutions to help meet their business goals and improve member and provider experiences.
Since FinancialForce is entirely built on the Salesforce App Cloud, it not only removes the integration complexities of multiple cloud apps, but is also uniquely positioned to equip businesses with a unified platform that is centered on customer data. Businesses are able to organize their sales, services, finance and HR apps around the customer and act quickly on the visibility they gain as a result. In applying for this award, FinancialForce.com told the story about how Venture Technologies Inc. is leveraging its technology to streamline its business and integrate its CRM and ERP systems.
Genesys Customer Experience Platform
South Africa’s leading service provider, vodacom, is leveraging the Genesys Customer Experience Platform to deliver a seamless, omnichannel customer experience. This enables the company to offer people on its website the ability to trigger an interactive chat or call to the contact center should they have questions, for example.
Jacada Visual IVR
This solution enables users to interact with IVRs via the touchscreens on their devices or a company website. It promises to save the users time because they don’t have to spend a lot of time entering or repeating information, and the organizations that leverage Visual IVR money.
Customer-Centric Organization Planning & Design
Merkle helps brands transform their marketing organization using data, analytics, and technology to create meaningful, personalized customer experiences that deliver competitive advantage. It works closely with clients to design, execute, and continuously evaluate CRM programs throughout the buying cycle, across channels and media. The results are improved ROI and sustainable competitive advantage.
Michigan Veterans Affairs Agency
Salesforce Service Cloud
Since implementing Salesforce Service Cloud, Michigan Veterans Affairs Agency became the first agency in the state of Michigan to integrate with the statewide 2-1-1 system. The agency was able to build a call center in less than 18 weeks. It connected with 65,100 veterans in the first year - almost 10 percent of the state’s veterans population. Salesforce Service Cloud enabled the program’s call volume to grow from less than 200 per month to more than 2,200 calls per month in just one year’s time.
Microsoft Dynamics CRM
This solution enables companies to market smarter, sell effectively and productively, and care everywhere. It provides social insights, business intelligence, and productivity with One Microsoft solutions.
This cloud solution delivers a real-time 360-degree view of customers. It provides a seamless flow of information across the entire customer lifecycle from lead through to opportunity, sales order, fulfillment, renewal, upsell, cross-sell, and support.
ContactWorld for Service
This call center software enables organizations to connect everything they know about customers and prospects to every conversation they have with them. Broadband solutions provider Calix is among the companies that are benefitting from the NewVoiceMedia and Salesforce integration.
NICE Total Voice of the Customer
This solution provides the ability to hear what customers are saying in any language, whether that’s negative sentiment, the number of times words or phrases are mentioned, to understanding how they felt about a recent transaction.
This solution is billed as a sales CRM for small teams with big ambitions. It’s a simple and visual sales pipeline tool that organizes contacts and follow up for every lead, provides sales forecasting, is accessible from Android (News - Alert) and iOS devices, and can be set up in less than two minutes and doesn’t require user training.
Unlike traditional CRM solutions that focus primarily on management reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience. Sports apparel company Marathon is among the users of this solution.
Salesforce Desk.com is an omnichannel customer service solution that can be up and running within hours. Since implementing Desk.com, The FruitGuys have the ability for customer service representatives to respond to more than 1,300 weekly emails; have enabled collaboration and integration within the customer service team; can filter and prioritize cases, leading to improved response times and overall performance; and have maintained the response time to critical issues within two hours, most being resolved in real-time.
The Minacs Group (USA) Inc.
This omnichannel solution can be used by sales, marketing, and services operations. One client, a telematics pioneer, leveraged this solution to grow sales conversion from 36 percent to 47 percent, increase its save rate from 33 percent to 48 percent, and lower its operational costs.
Verint (News - Alert) Systems Inc.
Verint Knowledge Management
This solution uses context to deliver the right knowledge to users in the contact center and to customers through self-service. It can give agents the tools they need to provide exceptional service while helping organizations increase first-contact resolution, improve the consistency and quality of answers, enhance compliance with regulations and company processes, and reduce agent training time.
Vocalcom Contact Center
This solution enables organizations to manage all their customer conversations in one place, no matter what the source – email, phone, or social media. It has been proven to deliver a 70 percent increase in first call resolution, a 50 percent increase in agent productivity, a 34 percent reduction in call transfer rate, a 25 percent increase in NPS, and average handle times of 53 seconds.
VOZIQ Predictive Text Analytics Solution for Contact Centers
VOZIQ’s Contact Center Analytics is a suite of big data solutions turning contact centers from cost-control centers to strategic customer intelligence hubs. The solutions leverage VOZIQ’s cloud-based text analytics platform to capture and unify customer interactions, metadata, and customer records from multiple channels and contact center systems.
WalkMe is a cloud-based Enterprise Class Guidance and Engagement Platform that guides users and drives them to action within any online experience. The platform anticipates user needs and provides help exactly when and where they need it.
Edited by Alicia Young