Customer relationship management: Case Study

The National University of Singapore (NUS) worked with IBM Global Technology Services to streamline its IT processes and increase user satisfaction by implementing a consolidated help desk solution for its student body.

TD Waterhouse teamed with IBM Global Business Services to develop a knowledge management strategy for its contact center using a KANA solution to integrate knowledge across the business.

Bayer Healthcare is better able to concentrate on its core activities and reduce its maintenance costs when it engages IBM Global Business Services to implement a new global Electronic Data Capture (EDC) system for collecting and managing trial data electronically.

Pep Boys required an integrated retail environment to help the company be more responsive to customer needs. IBM and IBM Business Partner Oracle Retail created a scalable, open retail infrastructure, enhancing customer service by integrating people, processes and data.

Artnature turned to IBM Global Business Services for help in redesigning its sales process to meet its future business goals by implemented a new sales process.

Furniture retailer, City Furniture, develops a first of its kind interior design solution in the home furnishings industry by using existing technology—kiosks, web applications and laptops—in a new way, to provide a unique service to its customers.

STA Travel needed a cost-effective way to unify the student traveler's experience of the company via its online presence. To accomplish this, the company engaged IBM Global Business Services to design and implement a new, global online strategy.

In 2004, Cisco Systems signed a five-year, US $58 million worldwide Business Transformation Outsourcing (BTO) agreement with IBM to support its own customer relationship management (CRM) function. Learn more about this extraordinary project through a new global success story video.

A European insurance company reduces costs and improves service with a new cross-divisional claims system, designed and implemented with the help of IBM Global Business Services.

Energy company realizes improvements in call center performance – including call handling time, agent productivity and customer self-service – as well as a boost in customer satisfaction, when it implements a major Call Center Transformation Project with the help of IBM Global Business Services.

A major North American electronics company achieves its goal of integrating data across its operations, when it leverages the analysis and expertise of IBM Global Business Services to recommend and implement a new SAP R/3 system that integrates its business operations and its ERP solution.

Thomas Cook AG, a major tour and travel operator's charter carrier increases seat occupancy and profits, while meeting customer demand for greater flexibility, with the implementation of a state-of-the-art sales channel management module from IBM Global Business Services.

ABN AMRO, a major European bank, improves customer service and retention rates while reducing costs and improving efficiency through a consolidation strategy developed and implemented by IBM Global Business Services.

Whirlpool, a leading US home appliance manufacturer, works with IBM to define and implement a set of optimized global business processes running on a consolidated IT platform.

European insurance company Wüstenrot Versicherung gains a comprehensive view of all business information within the company when it engages IBM Global Business Services to implement an Insurance Information Warehouse solution.