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"EchoMail® instantly enables
you to improve customer satisfaction, strengthen your brand image
and improve your productivity by compressing response times and improving
the overall quality of response."
--Robert Gibson,
Solutions Executive, IBM
Products used:
EchoMail® Business IntelligenceTM
EchoMail® Lead ManagementTM
Number of E-Mails processed:
Over 3 million inbound and outbound E-Mails
Over 50 Lead Management campaigns
Integration with IBM's OMSYS sales database
Service Solutions:
Lead Management
Website & content development
Data Mining
Business Intelligence Support
Network Architecture
Workflow Analysis
Direct Mail and Strategic Planning
Training and Consulting
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Success Story: IBM
Company Overview:
IBM Corporation ("IBM") is at the center of today's global
technology revolution. It's fueling growth and inspiring people in
ways not seen in a generation. An energized IBM management team has
been transforming the enterprise and executing new strategic alliances.
A core issue at IBM is leveraging their existing customer relationships
and deepening new relationships. IBM has found its solution in the
EchoMail Lead Management Module.
Our Philosophy
Information technology is changing every aspect of life: how people
work, learn, and govern themselves, and how people think about communication
and culture. For many businesses, future success is tied to customer
satisfaction, and therefore, there is a business priority in rapidly
responding to communications and requests for information. IBM places
customer satisfaction as a core value.
What EchoMail Does for IBM
EchoMail provides IBM with the
ability to respond to sales leads from the over 600 IBM trade shows
its sponsors annually, from any digital-touch point, such as card
readers, scanners, PDAs, or manual input devices. IBM's primary focus
is to quickly turn around leads generated at trade shows. For example,
during a recent IBM trade show, one lead generated by a request from
a CEO of a major hardware manufacturer was responded to by the sales
team on the floor, and by the time the CEO reached his hotel room
later, there was a multimedia electronic brochure in his E-Mail in
box.
But the story even gets better.
Later that same evening, another of IBM's sales representatives, who
was in Tokyo and unable to make the trade show, sent an E-Mail and
touched the customer for a second time within 24 hours. The direct,
positive result of this proactive solution was $15 million in new
business.
IBM has been using EchoMail for 3 years
Types of Inquiries Handled
Requests for product catalogs
Pricing requests
Auto-Response and Auto-Suggest
E-Mail feedback requests
E-commerce queries
Types of Data Records Handled and Capabilities
E-Mail Address
Phone Number
Fax Number
Sales Representative Name
Product/Solution(s) of Interest
Trade Show Name
Trade Show Date
At the close of the show, lead data is exported directly to the appropriate
client database or for lead management via the following functions:
Custom Query Generation
Automatic Lead Distribution via E-Mail
Targeted Outbound Mailings via E-Mail
One- and Two-Dimensional Statistical Analysis
Lead Qualification and Follow-Up
The Real Value of EchoMail
With EchoMail, IBM is proactively managing, responding
and communicating with their customers. The EchoMail
suite provides a one-stop solution to IBM's customer-relationship
management and communication challenge. Every day, IBM's customers
feel the positive effects of EchoMail.
Today, the potential for using E-Mail capabilities to improve marketing
efforts and customer relationships is virtually limitless.
"Leveraging the strengths of DB2 Universal Database and MQSeries
within EchoMail helps companies
keep their fingers on the pulse of customer desires and manage effective
direct E-Mail campaigns and promotions."
--Scott Armour
Director, Worldwide ISV Software
Sales & Marketing, IBM Software.
EchoMail has helped IBM generate
over $15 million in real sales.
Primary EchoMail Benefits:
EchoMail provides sales leads
to IBM and accurate responses to IBM's business clients.
EchoMail routes E-Mails to potential
customers and sales representatives all over the world at any time of day.
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