ClearView360 Improves Customer Service Across Multiple Applications And Channels, Boosts Effectiveness of CRM Implementations

Software Delivers 200% ROI With a Projected $1.5 Million in Annual Savings For Global Outsourcing Provider

SANTA CLARA, California - August 21, 2002 - /PRNewswire/ -- Innova Solutions, a Global IT services and solutions provider, today announced that it has successfully implemented the first and only software solutions capable of creating a single view of customer interactions. The product, called ClearView360, has helped Annexio International, Inc. realize nearly $1.5 million in annual savings by making its customer relationship management efforts more efficient. Annexio International is a global outsourcing service provider, providing virtual contact center services to customers across various industries. ClearView360 integrates information from disparate CRM and enterprise applications, databases and provides a single, consolidated 360 view of customer information.

"Innova's ClearView360 gives us a true relationship management solution that has significantly improved our ability to drive business," said Raj Kaushal, CEO, Annexio International, Inc. "As an outsourcing business providing virtual contact center services to customers from healthcare, eGovernment and other industries, our biggest challenge was integrating disparate environments every time, we acquired a new customer. With ClearView360's highly flexible and scalable integration framework, we are now able to have dedicated contact centers for our new customers, up and running in no time. It has further decreased operational costs, enhanced revenue opportunities through quick and seamless access to all enterprise data, allowing us to realize immediate ROI", Kaushal added.

An additional challenge for Annexio was to offer consistent service across a multitude of applications and communication channels. "Unified Desktop" - - a key feature of ClearView360 solved that challenge, by maintaining the customer context across enterprise applications, independent of the customer communication channel (Voice, Web, Email). The ability to maintain customer context throughout the interaction, alone has helped improve customer service agent productivity by 120 percent. This has in turn helped improve Annexio's operational efficiencies, and provide a consistent level of service to its end-customers.

"The success at Annexio demonstrates that implementing the right CRM solution can positively impact the bottom-line of any business," said Radha Krishnan, CEO, Innova Solutions. "ClearView360 addresses the growing frustration of enterprises that have not been able to fully realize the return on their CRM investments. Placing the customer at the heart of the enterprise is the sole determinant of customer satisfaction and loyalty.

We are excited about the power of ClearView360, for it has helped Annexio quickly adapt to each customer's unique environment and needs, has made its end-customer interaction more intelligent, consistent and responsive, and has reset the bar for positive customer experience. We believe there is a large market for exactly this kind of solution."

CRM customers want many improvements, but easier integration of CRM and third-party applications has emerged as a top priority when companies decide whether to buy CRM software and which applications to choose.

According to a Gartner Group research note authored by Scott Nelson, VP & Research Director, " the key to any CRM architecture is customer data. Starting with customer data and the issues surrounding it is the basis of all CRM architecture discussions. Enterprises should view customer data as the cornerstone of their CRM strategies and ensure architectural designs that move the right data to the right customer contact point at the right time."

Enterprises that have already gained advantage from Innova's ClearView360 include Aspect Communications, Autodesk, Mobile Airwaves, Novare, Inc. and Pramati Technologies. Customers have reported significant return on investment through better customer management, growing revenue opportunities and increased operational efficiency.

About Annexio International

Annexio International, Inc. is an outsourced technology solutions leader, providing mid-market companies with world-class, enterprise-wide customer and employee-centric business solutions, networks and total technology management. With expertise in virtual call centers and information technologies, Annexio offers DeskNet Suite via a flexible, cost effective, rapidly deployable, "pay as you grow" utility model. For more information about Annexio International, Inc., visit http://www.annexio.com/

About Innova Solutions

Innova Solutions is a global IT services and solutions company that provides integration, strategic outsourcing, and specific client engineering support across a wide range of industries. The company enables customers to quickly adapt new technologies to their business advantage by using Innova's unique, "rapid time-to-market" approach. With operations in North America, Singapore, Australia and India, Innova Solutions develops and deploys cost-effective, value-added solutions for a distinguished list of customers worldwide. 

http://www.innova-usa.com/ 

 

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