EMail Interceptor CRM (Customer Relations Management)
Solution
When New Harmony Computing (CRM DiVINFOon) needed to build a custom email solution for a
large fulfillment center client, they chose the EMail Interceptor source code as the base
platform from which to start. Some key design goals:
 Integrate telephone and Internet initiated contact.
Gain insights as to how to more effectively leverage these interactions.
Store, analyze and data mine for consumers' satisfaction
and repurchase behavior.
Store, analyze and data mine for fulfillment and reward
policies relative to customer satisfaction and loyalty.
Produce Benchmark for the median and best in class
comparisons between departments with similar functions and responsibilities.
Benchmark email response time,
drivers of satisfaction, loyalty and repurchase intent, and expectations versus
satisfaction.
Because EMail Interceptor provides an open architecture along with source code for the
main email component, New Harmony Computing was able to quickly create a basic mail server
to handle costumer responses. Then, as their system grew more sophisticated, they were
able to add CRM-specific features to achieve their design goals.
Gady Munz of New Harmony Computing explains: "Our client, a company that provides
Customer Relations Management (CRM) for Fortune 500 companies, needs a custom mail server
to automate responses to customers. They created a custom solution because mail servers
are not particularly extensible, and the commercially available solutions for their needs
were inflexible and expensive. EMail Interceptor provides a unique architecture and
significantly benefits developers that needs to produce such a solution. We're using the
existing code base as “starter kit”, and are contracting with VINFO to provide
support to deliver this custom solution. We've committed to producing a white paper
outlining how we've used this build our custom CRM solution."
CRM Resources:
RMH Teleservices - Services
Customer Relationship Management - Customer Care - SOCAP
ICSA Home Page
The Outsourcing Institute
Customer Care Institute Home
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