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"We were particularly impressed by the following key strengths of EchoMail, which distinguished you from your competitors:

  • Ability to deliver an E-Mail-based CRM solution in an ASP model, since 1995, to large Fortune 500 companies;

  • Web-based integrated platform, which provides a holistic, feature rich solution for managing BOTH inbound and outbound E-Mail relationships;

  • Unique EchoMail/BI technology for multi-dimensional E-Mail analysis and classification with guaranteed pay-for-performance business model; and

  • Proven scalability and security."


    • -- David Easterbrook
    Kmart Division Vice President

    Client Since: September 2000

    Products used:
    EchoMail® Business IntelligenceTM
    EchoMail® Customer CareTM
    EchoMail® Lead ManagementTM

    Number of E-Mails Processed
    30,000 a month

    Service Solutions
    Business Intelligence Support
    Workflow Analysis
    Direct Mail and Strategic Planning
    Data Mining
    Training and Consulting
    Network Architecture


    		   Success Story: Kmart Corporation

    Company Overview:
    Kmart Corporation, a near-$40 billion company, serves America with more than 2,100 Kmart and Kmart supercenter retail outlets. Kmart is the #2 discount retailer in the US that sells name-brand and private-label general merchandise (including its popular Martha Stewart Everyday label and Route 66 clothing). Kmart has stores in all 50 states, Puerto Rico, the US Virgin Islands, and Guam.

    Before EchoMail:
    Before the EchoMail deployment, Kmart had:
  • 20 Customer Service Representatives (CSR) reading and routing E-Mail to 2,500 store managers every day;
  • No workflow, automation, or tracking systems; and
  • 20,000 E-Mails a month and growing rapidly.


    • Given this problem, Kmart was about to sign a deal with a vendor for system that would take six months to deploy.

    The EchoMail Deployment:
    EchoMail executed a pilot in five (5) days. Following this pilot, EchoMail completed full deployment in three (3) weeks. This rapid deployment was five months shorter than the nearest competitor. EchoMail also offered Kmart trial use of EchoMail Business Intelligence for 60 days. The viability of EchoMail/BI was proven with an accuracy rate of 92 percent within 60 days.

    After EchoMail:
    Within two months of deployment, EchoMail increased Kmart's customer service and satisfaction, decreased its CSR staff to five people, allowing Kmart to reassign staff to key strategic positions. EchoMail also reduced Kmart's customer service-related expenses, saving Kmart over $60,000 a month.

    Through EchoMail, Kmart is able to maintain low CSR headcount despite an increase in E-Mail queries. Kmart currently services their customers within eight hours.

    Types of Inquiries Handled:
  • Product and pricing assistance requests
  • Customer complaints, compliments, and suggestions
  • Corporate- and store-level information requests
  • Vendor-related issues
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