The Need - TDX’s debt collection service helps creditors place the right debt with the right debt collection agency at the right commission price. To tailor and evolve this service to meet clients’ needs, TDX needed a highly flexible decision management system.
The Solution - Kovenco deployed IBM® Operational Decision Manager and integrated it with PLATO, the company’s industry-leading debt placement and management platform.
The Need - Coca-Cola Enterprises (CCE) is one of the largest Coca-Cola bottlers in the world, serving eight territories in Western Europe. CCE discovered its field sales representatives were spending too much time on administrative tasks – rather than spending time with the customers and selling their products – the company embarked on a journey that would transform not only its sales operation but every area of the business.
The Solution - “Kovenco has been fundamental to this journey, enabling CCE and its 12,500 employees to work faster and smarter. As Kemal Cetin, an IT Vice President at CCE, reveals: “We have reduced the time it takes to on-board a new customer by around 60 percent and decreased the administration overhead for service technicians by almost 50 percent”.
The Need - To be a successful global brand in the 21st century you need to be agile and locally relevant.” For 120+ years, Philips’s innovative lighting, healthcare, and consumer lifestyle solutions have improved the lives of people all over the world. With Kovenco, the company gets a deeper level of understanding of its customers in individual markets so it can provide products that meet their needs more closely than ever before.
The Solution - “The Kovenco Cloud gives sales and operations employees working everywhere from Africa to Brazil to the Netherlands real-time customer insights, so every interaction is meaningful. It brings together information from all over the world so data isn’t siloed in different departments or markets, but provides true 360 views. “We want to connect sales, service, marketing, and anyone that’s customer-facing with Kovenco Cloud so we can share best practices and pockets of excellence. We also want to give our R&D, supply chain, and product groups insight into evolving customer needs and opportunities”
GE Aviation’s innovative new path involves building closer connections to its customers—and even making its products more socially connected. To make GE Aviation’s business more social, the company looked to the latest cloud technologies—and invented some additional ones.
GE Aviation outsourced it's delivery to Kovenco who slected Salesforce to connect with commercial customers and manage opportunities. At first the division saw Salesforce simply as a way to give everyone access to customer data. But it was the collaboration it enabled that changed the day-to-day business. “Salesforce connected salespeople. It connected sales and marketing people. And it made those connections in a very iterative, fast way,” says GE's CMO, Beth Comstock. “It also gives everyone the synthesis of the data that we need to really know our customers.”
When the Icelandic volcano Eyjafjallajökull erupted in 2010, so did social media traffic. In the biggest disruption to European air traffic since WWII, a cloud of ash grounded flights across the continent. Stranded travelers rushed to social networks such as Twitter and Facebook in search of help, and KLM jumped right in.
Using the same social platforms, KLM was able to "respond more quickly to customer enquiries, re-direct them to other means of travel, and protect the KLM brand image," explains Viktor van der Wijk, Director of Digital Marketing at Air France KLM. It was this quick-to-respond moment that prompted Peter Hartman, CEO of KLM Royal Dutch Airlines, to declare social media the center of KLM's customer service efforts. The goal was clear: cut resolution time to one day with an initial response time within an hour of a social media post.
The company has a large direct sales staff, but hasn't always had visibility into the team's activities. Customer information wasn't captured, and there was a lot of wasted effort.
With Kovenco's social platforms, Canon can capture customer activity, while avoiding overlap—and managers and peers can view complete customer information and get key insights to what's happening on the front lines. In addition to being able to find everything they need in one place, sales reps can provide updates on customer engagements to supervisors from the field—in real time.