Contact Center Solutions Featured Article

January 04, 2008

Infor Enhances Customer Retention Initiative with Specsavers

By David Sims


Atlanta-based Infor has announced that Specsavers has gone live with Infor CRM Epiphany, Infor’s CRM product. Specsavers will use the Sales and Service components of Infor CRM Epiphany in its client retention program, the primary focus of which is to achieve customer service excellence and improve customer loyalty. 
 
The product went live in August 2007 for 40 users. 
 
Infor CRM Epiphany is expected to help streamline Specsavers’ call center program, putting customer information into one central database. Prior to the adoption of Infor CRM Epiphany, Specsavers’ call center used spreadsheets and notepads to process customer data. You know what that means — customer information saved in disparate locations, and kaleidoscopic views of customers.
 
Chris Corbin, IT manager, Specsavers, said the company will use the product to “respond to customers’ requirements through access to in-depth, real-time customer information” in an effort to boost the company’s customer satisfaction and loyalty.
 
Through Infor CRM Epiphany, Specsavers hopes to improve its processes and manage customer relationships more effectively by giving call center agents enough “flexibility” to handle customer needs. For example, customers who purchase disposable contact lenses from Specsavers can contact the call center to postpone payments and further orders should they find that they have a surplus of lenses, rather than be bound to their monthly direct debit.
 
“Infor CRM Epiphany consolidates information from multiple legacy systems into a single access point, without replicating that information on multiple systems,” noted Patric Timmermans, Infor’s director of product marketing for CRM.
 
In November, Infor announced Infor PM 10, an integrated suite of Performance Management software which, according to Infor officials, “brings together business process applications from Extensity MPC and analytics from Systems Union MIS.” 
 
The product provides customers with a foundation to integrate, analyze, format, and deliver answers to questions about their business performance. With Infor PM 10, users navigate their essential business processes, from strategy management, planning and budgeting, to financial reporting, financial consolidation and forecasting.
 
“In today’s business environment, it’s increasingly difficult for organizations to process, analyze, and take action on the avalanche of data that is generated from both inside and outside the enterprise,” said Christina McKeon, director of product marketing for Infor.
 
Infor PM 10 is comprised of Business Process Applications for finance and other departments and Business Specific Analytics that help companies address role-specific line-of-business issues.
 
Infor PM 10 include a BPA that allows users to identify trends that affect performance, test for multiple business scenarios and reduce budget cycle times. There’s also a BPA that enables companies to streamline and control the entire process of consolidating financial data from departments and global subsidiaries.
 
Among other BPAs is one that links strategic plans to operational plans, performance measures and people, monitoring how the actions of business units and individuals are contributing to the strategic goals.
 
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
 
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