| Underlying Cause(s) |
How To Correct |
Mercury Solution |
|
Channels do not share a common repository of customer information.
|
Integrate call center, e-commerce and store transaction data with outbound marketing history into a customer-centric database.
|
Mercury's Channexus
integrates purchase and marketing history data into a holistic view of the customer relationship. |
|
Channels lack the ability to instantly access customer history in order to answer questions and resolve problems.
|
Provide call center and store personnel with access to the customer-centric database to allow instant record look-up for understanding full customer history.
|
Channexus
provides web-based instant look-up to improve the customer experience across channels. |
|
Customer service and stores miss customer upgrade opportunities.
|
Use next-best-product modeling and build it into instant record look-up capability. |
TrueAim
modeling is integrated into Channexus, creating a very powerful customer upgrade engine. |