M3O Bridges Multiple Systems to Provide Insight into Service Issues Before Customer Relationships are Damaged
Sunnyvale, Calif. – June 16, 2010 – Vitria Technology, Inc., today announced an Operational Intelligence for Customer Care solution that utilizes its M3O Operational Intelligence (OI) platform to manage service processes critical to safeguarding the customer experience.
Service providers such as financial services, utilities, and telecom companies struggle to get a complete, end-to-end view and monitor critical customer service processes since they most often span multiple systems such as customer service (CRM), service provisioning, and billing. This leaves the company unable to take real-time corrective action before the customer experience is compromised, which can potentially result in the loss of millions of dollars due to increased customer churn and customer service costs.
This new solution combines Vitria’s leading Operational Intelligence platform with pre-built templates designed specifically to solve customer care challenges for services companies. Leveraging the fully integrated complex event processing (CEP) and business process management capabilities (BPM) of the OI platform, Vitria’s OI for Customer Care solution enables companies to gain real-time visibility across the multiple systems that typically manage different types of customer transactions and interactions. Now, service providers can take corrective action and avoid customer satisfaction issues.
“Businesses are intensely focused on customer satisfaction, because not only do happy customers generate increased revenue, but businesses also avoid the expense of fixing issues or acquiring replacement business,” said Vitria CEO JoMei Chang. “The new Operational Intelligence for Customer Care solution from Vitria ensures that companies have an end-to-end view of the entire customer experience so they can act to prevent problems or quickly intercede before issues turn into loyalty-busting issues.”
Vitria’s OI for Customer Care solution delivers the visibility and insight to take optimal action and provide great customer service. Organizations can identify “in jeopardy” customer interactions, recognize meaningful patterns and trends in customer service levels, and identify the most profitable actions to take, all in real time. By detecting unusual customer processes early, Vitria’s OI for Customer Care solution enables organizations to avoid or mitigate problems in business processes that can damage customer relationships.
“With Vitria’s OI for Customer Care solution, companies can save millions of dollars by reducing customer attrition, lowering demands on contact centers and avoiding service level agreement penalties,” said Bret Farrar, founding partner of Sendero Business Services, a management consulting company that partners with Vitria to deliver tailored OI for Customer Care solutions. “It’s very easy for operational delays and errors to create permanent damage to the customer relationship. With Vitria’s solution, organizations are empowered to intercede before an issue impacts the customer.”
Sendero Business Services, L.P. is a Dallas-based management consulting company partnering with clients in a variety of industries. Sendero helps clients achieve their business objectives through the delivery of strategic, business process, technology and human performance consulting services, and believes the best solutions address all four areas. Sendero focuses on building strong relationships, consistently delivering value and ensuring what is provided far exceeds what was promised.
Vitria Technology, Inc. provides the industry’s leading Operational Intelligence platform, empowering partners and customers to develop innovative Operational Intelligence solutions to analyze business activities in-process and take realtime action. The result is better decisions when they matter most — before opportunities have faded or problems have escalated. With a rich heritage as a technology pioneer, Vitria’s award-winning process integration solutions provide the backbone for many Global 2000 companies’ mission-critical business processes. Vitria has customers in North America, South America, Europe, Asia, and Australia
Vitria Technology, Inc.