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Group buw has opted for the step-by-step introduction of Selligent Xi in its six divisions to efficiently manage outside contacts

Gosselies/Neu-Isenburg, June 6, 2005 - Osnabrück-based group buw has successfully implemented Selligent Xi, the Customer Relationship Management (CRM) suite from Selligent, the Belgian CRM solutions developer. Sixty people at the German customer relationship specialist have been using Selligent Xi since completion of implementation of the project's final phase in November 2004 (that is, about one year after the Sales part of the project went live). The project was implemented and rolled out gradually, module by module, division by division. Today, Selligent Xi covers all outside contacts. From direct mail shots to e-mails and even telephone campaigns, all activities targeting customers, prospects, partners and suppliers are planned and executed with the help of the CRM solution.

From top management to sales representatives
The new CRM solution has been rolled out to teams and sales representatives at the buw headquarters at Osnabrück as well as at their offices in Münster. Furthermore, the consultants and project managers operating out of customer locations also use the system. The commitment of top management, who are also users, was a decisive factor in the project's success and user adoption. Mark Bothorn, CRM project manager at buw, sums up the system's benefits: "Quite simply, we win more business thanks to the high quality of our customer relationships. And the system enables us to measure our success." Further teams are being added to the project one by one, as are specialist departments such as administration and IS. And later, buw plans to introduce the Web version of Selligent and switch to ASP mode.

Tangible benefits at selection time
The broad palette of services buw provides demanded a flexible, customisable solution. "Among the key objectives was an improvement in forecasting for Human Resource planning," explains Mark Bothorn. "But campaign management was also a crucial item because we know that, without the help of CRM, it was simply impossible for us to keep one step ahead of our clients."


A convincing solution
Selligent Xi has also won buw over because it is so easy to customise. Users can make a wide range of modifications themselves without having to call on outside service providers. In addition, a large number of routine operations can be automated. That not only brings significant efficiency, it also delivers excellent price/performance.

NOTE TO EDITORS

About buw

Group buw offer a network of in-depth relationship management skills. At its offices in Munich, Münster and Halle and its headquarters at Osnabrück, 1800 (full- and part-time) employees work at the success of such prestigious clients as BMW, Debitel and Miele. The six autonomous divisions (buw customer care operations, buw customer care consult, buw customer care academy, buw human resources consult, buw technology consult and buw management consult) provide a full palette of relationship management services, from consulting and planning right through to training and advanced workshops for customer service managers in the buw customer care academy. The group has received a whole series of awards such as the "Entrepreneur of the Year" award, the "European Call Centre Services Supplier of the Year" prize or the "International Best Service Award." At the beginning of 2004, buw was the first company in the customer service sector to receive certification for information services security from the BSI, the German federal office for IT security. For more information, please go to www.buw.de.

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About Selligent
Selligent is an international company specialising in high-performance sales, marketing and customer service solutions.
The success encountered by the Selligent solutions amongst their users can be attributed to appropriate customer coaching during implementation and to the extremely flexible configuration features of the advanced web technology used. These two components guarantee a quick return on investment (ROI), a high user adoption rate and a reduced total cost of ownership (TCO).
As a consequence, Selligent has achieved a customer retention rate, which has been the highest in the CRM industry.

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