Call centre routes customer inquiries to agents based on knowledge, availability

SynchroSERV has rolled out an IP-based contact centre to measure performance and improve customer service levels.The Vancouver-based company is a contact centre for the real estate industry, providing 24-by-seven tenant services to companies

Published on: March 6th, 2006 Vawn Himmelsbach

SAP makes play for hosted customer relationship management

Months after it said it expected to deliver one, SAP on Thursday announced its first hosted CRM software service under the mySAP CRM portfolio. SAP said it is exclusively targeting it towards the

Published on: February 2nd, 2006 Sarah Lysecki

The 411 on 311

In most Canadian cities, you still have to let your fingers do the walking to find the right number to call about a city service. But by the time they walk through the

Published on: February 1st, 2006 Kathleen Sibley

Building better bonds with customers

Insurance broker AON Reed Stenhouse didn’t know if its customers were happy, so it turned to CEM — or customer experience management — to find out.In today’s world, a lot of companies look

Published on: January 31st, 2006 Vawn Himmelsbach

CRM going beyond sales force automation

You don’t have to mix Mike’s Hard Lemonade with anything to enjoy one of the Mark Anthony Group’s most famous products, but the cocktail of applications Robert Eckley has to deal with is

Published on: December 20th, 2005 Sarah Lysecki

Canadian Western Trust applies CRM smarts to 1-800 service

A Vancouver-based financial institution has added call centre functionality to its front office so it can intercept and organize the majority of its incoming customer calls.Canadian Western Trust provides financial products like mortgages,

Published on: December 7th, 2005 Neil Sutton

Bid for customer loyalty lights CRM fuse

A Québec-based credit union is replacing the little green folders that currently hold customer information with a customer relationship management system that will allow account managers to be more proactive with their clients

Published on: December 7th, 2005 Sarah Lysecki

Mirage Motion Media creates illusion of 100-person workforce

Mirage Motion Media had two choices: Go with a $5,000-per-year hosted software applications from NetSuite, or spend $150,000 for similar tools from Microsoft.For the 10-person company, the decision was obvious, but not just

Published on: December 7th, 2005 Vawn Himmelsbach

Ontrac puts mobile CRM in motion

Ontrac Equipment Services Inc. knew it needed a customer relationship management system for its sales force, but it didn’t want to have to change its processes to fit an off-the-shelf product.Instead, the John

Published on: October 24th, 2005 Poonam Khanna