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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
Products used:
EchoMail® Business IntelligenceTM
EchoMail® Customer CareTM
EchoMail® Lead ManagementTM
Client Since: September 2000
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
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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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