London, June 17, 2004 - Extraprise, the international consulting company specialising in Customer Relationship Management (CRM), today announced that gaming manufacturer Sony Computer Entertainment has migrated to a new CRM platform built by Extraprise for contact centre outsourcer ClientLogic.
With the main contact centre live in the London area, and others in Dusseldorf and Paris, ClientLogic is providing Sony Computer Entertainment with customer-care initiatives including Retail Care Line, inbound customer service and technical support; Broadband Team, technical support for online gaming; and Email Team. Support is provided in English, French and German via phone, email and white mail.
Sony Computer Entertainment has partnered with ClientLogic for customer support services since 2000. In 2003 Extraprise helped ClientLogic consolidate its existing functionality provided by a large and diverse range of applications into a single universal portal based on Siebel eBusiness Applications. Extraprise then collaborated with the ClientLogic CRM, IT and account teams over a 12-week period to implement Siebel's next-generation technology for the Sony Computer Entertainment accounts. ClientLogic's common platform now consists of Siebel Analytics 7, Siebel Call Center 7 and Siebel Marketing 7.
'High quality, multi-channel customer support is a key element of our product offering,” said Andy Barker, Director CRM, Sony Computer Entertainment. 'By combining world-leading CRM technology with the outstanding contact centre services of ClientLogic, we can be confident we are providing the quality of pre- and after-sales support our customers deserve.'
Sony Computer Entertainment's service programmes were a logical choice to receive early deployment of ClientLogic's new CRM platform. The company's sophisticated global operations network involved multiple-party data-entry points and various systems; Siebel Call Center 7's real-time exchange technology allows interfacing among multiple systems. Rich data-warehousing capabilities enable data input from various locations. The system also offers data-mining, real-time reporting, system stability and timely updates.
The system migration made minimal demands on Sony's in-house team and was completed in time to both power intelligent customer service during the holiday rush and without interruption to service operations.
Transitioning Sony Computer Entertainment to the new CRM platform involved a brief but thorough agent-training programme. Agents of the Sony Computer Entertainment campaigns have been impressed with Siebel's functionality and ease of use.
'With Extraprise's help to migrate the Sony Computer Entertainment account to our new platform, we saw immediate improvements in our reporting capabilities and greater control and visibility of the system for our agents,” said Sytze Koopman s, CTO, ClientLogic International Operations. 'It has also provided an opportunity for us to reassess our client's needs and customise new CRM offerings to better address current priorities such as brand-building practices and in-depth customer data-gathering.”
ClientLogic professionals worldwide provide consistent, high quality customer service, sales and technical support on a 24x7x365 basis on behalf of clients, through whichever channel the customer chooses to use, including the phone, email, online chat, SMS messaging, self-help and mail. By creating a total picture of customer needs and preferences across its global network of service centers, ClientLogic provides clients with the actionable intelligence needed to help them acquire, service and retain profitable customers.
ClientLogic is a leading international business process outsourcer in the contact centre and fulfilment industry. A subsidiary of Canadian diversified company Onex Corporation, ClientLogic is headquartered in Nashville, Tennessee, with European headquarters in the Netherlands, and operates in 52 locations in 12 countries throughout North America, Europe and Asia. ClientLogic's 250+ industry-leading clients include Sony Corporation, Gateway, TiVo, ABN AMRO, National Geographic Television, 9Telecom, a leading UK ISP, and the leading UK Bank.
ClientLogic offers an international suite of services, including integrated customer acquisition, list management and brokerage, database design and development, multi-channel customer and technical support (phone, fax, eMail, Chat, Self-Help, etc.), eCommerce services and warehousing/fulfilment. For further information about the company, visit http://www.clientlogic.com.
Extraprise® is a leading systems integrator and business process outsourcer specializing in customer management. The company's "Insight-to-Interaction" (or "i2i") solutions combine data management, business insight, demand generation, and customer management. Clients use Extraprise services to make their customer insights actionable throughout their marketing, sales, and service channels. Solutions are available on premise and as on demand services at the company's hosting centers. Extraprise is headquartered in Boston with offices in the U.S. and Europe. Extraprise is on the Web at www.extraprise.com.
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