Paris, March 27, 2009 – Results of the Markess International study on optimizing management of client interactions with the Internet and mobile devices confirm the relevance of Selligent's product offer. By 2010, the Web, e-mail, and mobile terminals will be—along with the telephone—the preferred means for customer interaction. They already present several challenges for customer relationship management. Selligent now provides organizations and companies with an offer perfectly suited to these new challenges.
Markess ran a study to identify customer relationship trends and challenges up until 2010. The study was based on a qualitative and quantitative analysis of responses to an online questionnaire in early 2009 to 250 managers and decision-makers of both public and private organizations.
The inevitable expansion of the Web and e-mail, the desire to develop services for mobile users, the need to integrate these various channels and ensure multichannel consistency—these are among the trends highlighted by the study. Selligent provides an answer through its range of solutions, including Selligent Interactive Marketing. Among the key challenges concerning customer relationships, businesses expect increasingly personalized customer contacts (35%), innovation in approaches (30%), enhancements to CRM tools (28%), and better integration of channels (23%). Yet only 2% of organizations use a unified, consistent, and integrated multichannel solution able to deal with interactions between clients/leads/users/members, whatever the channel they opt for. Users want to be able to choose the most appropriate communications method according to their own needs, in order to interact and converse with companies and organizations. They expect consistent and personalized reactions across all channels. More and more users are relying on a combination of communications channels according to their needs and affinities, the time of day, their location, and their activity.
Selligent anticipated these trends and has enhanced its CRM suite with a solution for managing interaction over multiple channels in order to support marketing campaigns such as customer care interactions. Selligent Interactive Marketing allows companies to develop interactive marketing, manage campaigns, and handle real-time communications with consumers across all interactive channels. Companies benefit from the unification and centralization of customer interactions: they obtain better knowledge of their customers, the ability to run multichannel campaigns, and far greater success in customer conversion and loyalty. Selligent solutions actively help businesses achieve their goals of increasing productivity, reducing costs, and shrinking their ecological footprint due to the automation of processes and the dematerialization of traditional paper flows. These were among the top priorities cited by the companies participating in the study.
The rapid development of the Web, e-mail and mobile terminal usage is changing the economic model for marketing offers. This study confirms the relevance of Selligent's strategic objectives and their adequacy to new business practices. One of the most distinctive features of Selligent solutions is their accessibility either as licenses or as SaaS through monthly payment plans.
