New York state health firm Group Health Incorporated has used Akibia Consulting to implement a CRM solution based on Siebel eHealthcare in a bid to improve sales performance and expand its expand customer service initiatives.
"Akibia genuinely understands our business needs, and has both the consulting and technical expertise to help us truly benefit from CRM," said David Henderson, GHI senior vice president and chief marketing officer. "They have demonstrated a superior ability to integrate new CRM applications with our unique business processes and IT systems."
GHI has made CRM a foundation of its sales, service and marketing strategies moving forward--leveraging the functionality of Siebel eHealthcare to reduce costs, enhance employee productivity, and increase revenue. The organization has been working with Akibia Consulting to develop, tailor and support its CRM program.
Akibia initially established priorities and focused on meeting GHI's immediate business needs to yield quick and tangible benefits. Akibia deployed Siebel eHealthcare, concentrating on centralizing data from multiple legacy systems into a single repository for clients, contacts, and leads. With the completion of this phase groups, brokers and sales representatives now have access to critical data for on-the-spot up-selling and cross-selling, a critical step for increasing customer satisfaction and revenue, while reducing paperwork. Akibia then implemented Siebel Remote, the product from Siebel Systems that provides remote access to Siebel eBusiness Applications, to give salespeople the ability to address customer needs faster and more effectively.
After rolling out Siebel eHealthcare to GHI's 100-person sales team, Akibia implemented Siebel eMail Response for customer service representatives--enabling them to speed up service and lower their cost per contact. Siebel eMail Response is designed for companies to professionally and efficiently respond to the growing flood of inbound email messages and gave customer service representatives immediate access to e-mails--rather than waiting for a manager to review and delegate them--as well as electronic communication "templates" and first-time e-mailing capabilities. Within a five-week period, GHI staff had new tools for improving service as well as sharpening the image they provided to customers choosing to communicate online.
Akibia is currently working with GHI on future phases to benefit other groups within the organization.