CRM/ECM Software boosts customer service productivity.November 29, 2007 -
Helping EMC and Oracle customers link enterprise content and customer strategies, RWD infoMaestro(TM) v2.0 integrates CRM and ECM software to promote call center response time, compliance, and automation of customer fulfillment process. Its Dynamic Assembly Engine enables users to seamlessly integrate CRM functionality of Siebel with EMC's Documentum, and user adoption is promoted by requiring training on only one system.
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Original Press release
RWD Technologies
Applied Technology Laboratory
Baltimore, MD, 21228
USA
RWD infoMaestro(TM) Boosts Customer Service Representative Productivity with ECM Integration
RWD helps EMC and Oracle Customers Link Enterprise Content and Customer Strategies
BALTIMORE, Nov. 14 -- RWD Technologies, Inc. (RWD), a company that develops and implements organizational performance solutions, announced today the availability of RWD infoMaestro(TM) version 2.0 for the integration of customer relationship management (CRM) and enterprise content management (ECM) software, helping customers improve call center response time, ensure greater compliance, and automate the customer fulfillment process. RWD infoMaestro's "Dynamic Assembly Engine" can now enable customers to seamlessly integrate the CRM functionality of Siebel with EMC's Documentum -- providing greater productivity and a better overall experience for the ultimate customer.
"Too often, a customer service representative takes a call, logs the customer interaction and required response into a CRM application, and then has to access yet another system to get the appropriate content to fulfill the request," said Gary Walker, senior vice president, RWD Applied Technology Solutions. "However, if the representative can quickly locate and access the material while on the phone and automatically fax or e-mail complete responses within minutes, you have a much happier customer on your hands than if they have to wait days or weeks to get that same material. You also have faster time to fulfillment and greater compliance for industries like life sciences and manufacturing. It may sound like an obvious solution, but the norm is for CRM to be completely disconnected from content management. RWD infoMaestro changes that."
According to an August 2007 report from Forrester titled "Best Practices CRM," the CRM market will grow to nearly 11 billion by 2010, yet "less than 50 percent [of business and IT executives] were fully satisfied that the business benefits achieved met their expectations or felt they were able to quickly realize value from the applications. Moreover, Forrester's "The Right CRM Metrics for Your Organization," report (Oct 7, 2007), states, "We found that successful companies focus on five fundamentals: 1) promoting user adoption; 2) focusing on business processes; 3) establishing executive sponsorship; 4) practicing sound customer data management; and 5) defining the right metrics."
RWD infoMaestro's ability to deliver relevant Documentum content via Siebel customer applications supports three of these key fundamentals -- improving business process (by reducing time to fulfillment), supporting user adoption (by requiring training on just one system instead of two or more) and practicing effective data management (by having compliant material at the tips of an agent's fingers).
For more information on RWD infoMaestro, go to www.rwd.com/products/infomaestro
About RWD Technologies, Inc.
RWD is a leading provider of human and operational performance improvement solutions that help employers maximize the return on their investments in people, processes, technology, equipment, knowledge and customers. Since 1988, RWD has assisted clients and partners in enhancing organizational productivity through its broad range of integrated products and services, which include human capital management and IT consulting services, business transformation and lean process improvement, end-user training, change management, knowledge management and operator effectiveness management. RWD's solutions are used in thousands of organizations globally, and in industries such as manufacturing, energy, automotive, aerospace, healthcare, life sciences, consumer products, financial, telecommunications, services, higher education and the public sector.
Based in Baltimore, Maryland, RWD serves Fortune 500 and other organizations around the world. RWD is privately held, with more than 1,000 employees in offices in the Unites States, Canada, Mexico, United Kingdom, Germany, France, Australia, New Zealand, Japan, and Kazakhstan. For more information, please visit www.rwd.com.
RWD Technologies, Inc., RWD Technologies and RWD are registered trademarks, and RWD infoMaestro is a protected trademark, of RWD Technologies, Inc. in the United States and several other countries. All other names are or may be trademarks or registered trademarks of their respective owners.
RWD Contact:
Nancy Williams
RWD Technologies
410.869.1000
nwilliams@rwd.com
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