BT Receives ‘CRM Excellence’ Award for 2005
BT announced today that Technology Marketing Corporation Customer Interaction Solutions magazine has named BT as a recipient of the CRM Excellence Award for 2005.
BT’s integrated multimedia CRM capability provides a turnkey solution enabling an organization to quickly and easily evolve its traditional call centre - with customer contact via telephone and fax — to a multi-channel contact centre, opening new channels for customer communications with email, text-messaging, real-time chat, co-browsing and even video. In addition to front office customer relationship management ), BT’s solution also delivers back-end enterprise resource planning on a single IP-based platform.
“We’re extremely pleased to have been recognized by the editors of Customer Interaction Solutions for our CRM capabilities based on the tangible business benefits they are providing to our customers,” said Chuck Pol, president & COO, BT Americas. “For example, we’ve been able to help one of our clients, a large consumer electronics company, reduce laptop repair time for their customers by half a day, provide customers access to real-time status reports during the process, while at the same time reduce the company’s cost of warehouse stock almost $1 million through more efficient inventory management.
“Commitment to ongoing improvement in customer service is core to BT’s philosophy,” Pol explained, “so we are very serious about helping our customers maximize the benefits of our solutions to enhance delivery of services to their own customers.”
“Customer Interaction Solutions magazine implemented the CRM Excellence Awards six years ago as a way of commending the companies that have proven to be true CRM partners to their customers and clients,” said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions. “BT has demonstrated to the editors of Customer Interaction Solutions that their products and services have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset…their customers.”