Helpdesk software vendor Chordiant and IT services company EDS, have teamed up to provide closer ties between customer service and back office applications.
Using the Chordiant Customer Communications Solution, EDS subsidiary Centrobe will link activities such as customer profiling, data mining, campaign management, billing, and transaction processing with customer facing functions such as account requests, purchases and relationship management. Initially targeting the telecoms and financial services industries, Centrobe will attempt to integrate multimedia customer contact though call centres, the Internet, fax, Email and kiosks.
According to Chordiant, its software can bring together complex business processes, including corporate policies and incorporate information supplied by the consumer to help companies give a more personal service.
Don Peppers, consultant with the Peppers and Rogers Group, said Chordiant and Centrobe had taken the lead in delivering customer centric solutions.
"Customers want individualised treatment, not a myriad of departments that do not communicate with each other," he said. "This type of system enables even the largest consumer company to recognise each customer, access all of his or her relationships, and customise the relationship to fit the consumer."
Established in May this year, Centrobe claims to help companies analyse their current customer management processes and underlying technology infrastructures, build a customer centric database, identify profitable customers, develop targeted marketing campaigns and handle all customer requests.
"One of the main concerns of top global companies is getting out of the business of finding more customers every day, and getting into the habit of taking care of the ones they have," said Bob McCashin, Centrobe CEO.
"Centrobe and Chordiant are going to be helping companies regain their focus on retaining customers."
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