USA Group is evaluating two e-mail response management applications, from Cisco and eGain. The rep sees everything and is prepared for the caller or e-mailer without having to ask all the rudimentary questions. Unifying customer contact channels also will mean more efficient use of customer support staff, Boornazian said. After e-mail integration with the customer service system is complete, USA Group plans to add live text chat with agents to the Web site. For one thing, most companies' CRM plans aren't fully baked and are likely to change as e-business models evolve.
Reps regularly monitor the database to track account activity.
The trick is automating how data gets into the database so the information is complete, accurate and up to date. Previously, jobs posted on the site were e-mailed to a clerk, who keyed the information into the system. Now reps will automatically be flagged when one of their accounts uses the self-service system. Soon, billing information from the Oracle system will automatically be entered into customers' case histories for agents to see. Live chat will be up on the site this month.