CRM vendor Point Information Systems has scored a remarkable double in the first annual awards made by the Customer Technology Association – the body aiming to separate reality from hype in CRM deployment.
Fourteen judges – all experts in customer technology including analysts, journalists and consultants – spent more than 320 hours evaluating 60 entries to decide the winners. They gave Point top honours for both the best large-scale CRM implementation, and for the most innovative product of the year.
Winning best implementation, Point’s CRM installation at BUPA supports 400 personnel in the phone-based sales cycle of private health and care products and includes risk assessment and underwriting through to sales and customer service. It also lets customers and a team of 150 field-based healthcare advisors interact directly over the web.
Critical in the launch by BUPA of its new Heartbeat product, the Point deployment helped create a single virtual customer reception centre by linking staff at multiple sites to the same knowledge base.
“It has definitely enhanced the sales process”, BUPA’s IS senior project manager Iain Roy told the judges. “For the first time, we have a complete view of the customer from initial expression right through to enrolment, opening up real opportunities for cross-selling and up-selling in the future.”
Michael Juer, a founder of the CTA and chair of the judging panel, said the project stood as a textbook example of CRM in support of strategic business objectives. “It was driven by a critical strategic business change and was delivered primarily by an in-house team with Point playing a knowledge transfer role. The acid test is that it met BUPA’s business goals and has helped deliver a real up-turn in revenues.”
Winning most innovative product, ePoint 5 lets companies embrace any communications medium and any channel to market using business processes and back-end systems already in place. CTA judges singled out the product’s architectural integrity and its multi-channel abilities for special mention. e-point lets companies, partners and customers interact over any channel and any media.
About Point Information Systems
Deployed in 19 languages in 36 countries, Point’s products are used by mid-to-large sized organisations and multinational companies, including Allianz Group, Brann, BUPA, Commonwealth Bank of Australia, Dah Sing Bank, Deutsche Bank, Liberty Mutual, Maybank, MetLife, Newton Fund Managers, Overseas Union Bank, Verizon Communications, Virgin Mobile, and many others worldwide. Point has offices in the UK and rest of Europe, the US and the Asia Pacific region.