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- Profiting From Priceless Customer Complaints
- Common Business wisdom suggests it costs up to ten times as much to attract a new customer as it does to retain an existing one, providing the evidence - if it were needed - of the importance of customer loyalty. Organizations are continually looking at ways to identify, nurture and...
- Tags: CDC Software
- White papers 2009-02-17
- Masters the Four "R"s of Effective Complaint Management
- Process and system limitations stunted hotline staffers' ability to access information quickly and easily and resulted in misplaced and ineffectual handling of priority issues. Office of Inspector General OIG needed to streamline the complaint management process, ensure timely follow-up of responses and provide information to their investigative community across the...
- Tags: CDC Software, E-mail, Fax, Online Communications
- Case studies 2009-02-03
- CDC Respond Software Backs Office of Managed Care
- The Office of Managed Care Ombudsman OMCO helps Connecticut consumers who have health insurance provided by a Managed Care Organization MCO. The office was created to promote and protect the interests of covered persons under MCO health plans in Connecticut. A major responsibility of the office involves educating consumers about...
- Tags: Software, Microsoft Office, Health Care, Connecticut, CDC Software, CDC Respond, Investigation Task, Vertical Industries, Benefits, Healthcare, Human Resources
- Case studies 2009-01-28
- Pivotal Case Study: Telstra eMerge
- A core business unit of Australia's number one telecommunications provider, Telstra, the eMerge Centre is an innovative and highly cost effective unit charged with testing Telstra's marketing campaigns, product innovations, service offerings and various price points. With a staff of forty Consultants, Campaign Managers, IT specialists and Data Analysts working...
- Tags: Telstra Corp., CDC Software, Pivotal Corp., Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Marketing Research, Telecommunications, Software, Marketing
- Case studies 2009-01-01
- 3 Reasons Why You Shouldn't Skip Vista and Place Your Bets on Windows 7
- This white paper discusses three things any company weighing the decision to skip migrating to Vista should consider and research that supports why, for some, waiting for Windows 7 could end up costing more and putting your organization at risk.
- Tags: Microsoft Windows 7, Microsoft Windows Vista, CDC Software, Microsoft Windows, Microsoft Windows Vista (Longhorn), Operating Systems, Software
- White papers 2008-12-09
- Tired of the Same Old Song? Crank Up the ROI of Your Help Desk
- The help desk can be a rich resource for cost savings and ROI on the people, process and technology investments you've already made. Read this document to learn more about how to maximize your investment to drive ROI that will be music to the executives' ears.
- Tags: ROI, CDC Software, Roi/Tco, Help Desk, Call Centers, Finance, Managerial Accounting, It Operations
- White papers 2008-11-01
- Webcast: The Four Pillars of Manufacturing Effectiveness
- Bill Canis, VP of the Manufacturing Institute, leads this Webcast covering topics such as lean manufacturing, using available resources, workforce development and competing internationally. View this Webcast to learn how: Manufacturers seek partners at every stage of the global supply chain - from research...
- Tags: Supply Chain, Webcast, CDC Software, Workforce, Supply Chain Management (SCM), Recruitment & Selection, Workforce Management, Manufacturing, Payroll Solutions, Enterprise Software, Software, Human Resources
- Webcasts 2008-10-15
- Webcast: Competing in an International Markeplace
- David Cahn, a former research director for AMR Research and veteran of the manufacturing industry, presents an insightful look at the "risk versus reward" decision process for manufacturers who are looking to either expand internationally or outsource. Subject areas in this on-demand Webcast include: ...
- Tags: Supply Chain, Webcast, CDC Software, Supply Chain Management (SCM), Outsourcing, Strategy, Enterprise Software, Software, It Operations, Business Operations, Outsourcing & Subcontracting, Management
- Webcasts 2008-10-15
- How to Profit in a Downturn: 4 Customer-Centric Strategies for Growth
- Even in a time of uncertainty and contraction, smart companies can find opportunity and growth. The secret lies in the invaluable assets your company already has: your customers. In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of...
- Tags: CDC Software, Strategy, Asset Management, Management, Operational Planning, Business Operations
- White papers 2008-07-25
- Webcast: Leveraging Your Investment in SharePoint
- There is typically a simple problem SharePoint initially solves for most businesses, as a point solution - moving from a flurry of emails and attachments to a basic online document storage location. But what about when you are ready to scale or do more? This on-demand presentation...
- Tags: Webcast, Microsoft SharePoint, On-demand, Investment, CDC Software, Portals, Collaboration, Groupware, Enterprise Software, Internet, Software
- Webcasts 2008-05-21
- 40 to 80 In No Time Flat - Proven Techniques to Drive First Call Resolution
- The gathering and use of metrics to manage system performance is a common IT practice. Over the last 15 years, similar techniques to assess and manage human performance within IT organizations have been adopted. The Help Desk area within these organizations is a focal point for this practice. This white...
- Tags: Technique, Thomson First Call, CDC Software, Help Desk, Call Centers, Productivity, It Operations
- White papers 2008-04-10
- CDC Software Case Study: Barclays
- Barclays is a UK-based financial services group, with a large international presence in Europe, the U.S., Africa, and Asia. Barclays required a new system to help it manage complaints and feedback from customers. Its previous system was fragmented, with 33 largely independent systems supporting it across the company. Due to...
- Tags: Barclays Plc., CDC Software, Product Marketing, Financial Planning, Financial Services, Marketing, Finance
- Case studies 2008-02-12
- CDC Respond Boosts Customer Service Levels at British Airways Holidays
- British Airways Holidays BAH is a wholly owned subsidiary of British Airways. The company provides holiday add-ons - hotel bookings, car hire, transfers and excursions - for British Airways customers. BAH's existing system could not support feedback capture and handling on this scale. After evaluating a number of options, BAH...
- Tags: Customer Service, British Airways Plc., CDC Software, British Airways Holidays, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- Case studies 2008-02-12
- Egg Chooses CDC Respond to Help Improve Its Customer Feedback Management
- Online bank Egg launched in October 1998 and aims to revolutionize customers' experiences of financial services with a new and modern approach to banking. At launch, Egg received a high volume of customer complaints and feedback and the company created innovative ways to capture and record these. Egg recognized that...
- Tags: CDC Software, Egg, Call Centers, Banking, Financial Services, Financial Planning, Customer Relationship Management (CRM), Web Browsers, It Operations, Finance, Enterprise Software, Software, Internet
- Case studies 2008-02-12
- Travelsphere Streamlines Customer Feedback Handling With CDC Respond
- Travelsphere is a privately owned, direct sell tour operator. The company specializes in escorted tours offering everything from a Paris weekend to a 30- day round-the-world extravaganza. As the largest provider of escorted tours in the UK, Travelsphere takes in the region of 200,000 people away each year. Travelsphere invested...
- Tags: CDC Software, Travelsphere
- Case studies 2008-02-12
- A Profitable Approach to Managing Complaints
- The point at which a customer complains is often the greatest test of the relationship between the customer and their service or product provider. So it is surprising that even today many companies fail to recognize the value complaints can deliver to their organization. This paper explores how companies should...
- Tags: Complaint, CDC Software
- White papers 2008-02-12
- Bradford & Bingley Drives Continuous Improvement With CDC Respond
- Bradford & Bingley is a UK-based financial services institution. Its specialist mortgage and saving products are sold through brokers and intermediaries under the Mortgage Express brand. Bradford & Bingley wanted to develop improved transparency and gain insights into the customer experience by standardizing on 'Best practice' complaints and feedback management...
- Tags: Continuous Improvement, CDC Software, Customer Feedback, Mortgages, Financial Planning, Financial Services, Finance, Capital Structures
- Case studies 2008-01-30
- AXA Drives Business Improvement Through CDC Respond, Increasing Customer Satisfaction by 2%
- In financial markets, AXA is a global leader in financial protection with 51.5 million clients worldwide and over 110,000 employees. AXA needed a system that was reliable, provided direct access to the case management of complaints and offered the ability to produce well-structured reports. CDC Respond CenterPoint was installed and...
- Tags: Financial, Customer Satisfaction, CDC Software, AXA, Performance Management, Business Intelligence, Financial Accounting, Human Resources, Workforce Management, Enterprise Software, Software, Data Management, Finance
- Case studies 2007-07-06
- Camden Council Maintains Its Status as a 'Model' Complaints Handling Authority Through CDC Respond Software for Complaint and Feedback Management
- Camden Council provides local government for one of the largest London boroughs, representing a populace of immense contrast and cultural diversity. To tackle the complaints and feedback that the council receives from their customers, they wanted to implement a corporate complaints system that provided a better service and experience to...
- Tags: Software, Complaint, CDC Software, Camden Council, Camden, Government, Vertical Industries
- Case studies 2007-07-06
- Combined Insurance Embeds Treating Customers Fairly Principles Via CDC Respond Solution
- Combined Insurance, the UK's second largest provider of individual accident insurance, has been leading the way in embedding a 'Treating Customers Fairly' culture into its organization. Combined has taken the view that to fully understand the needs of the customer at each point of the product lifecycle and to integrate...
- Tags: Customer, CDC Software, Combined, Insurance, Financial Planning, Monitors & Displays, Policies And Procedures, Business Operations, Corporate Insurance, Finance, Hardware, Components, Human Resources
- Case studies 2007-07-06
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