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eLoyalty Corp. - CRM
Consultant - Category Main Page
(847) 582-7000
3150 Field Drive, Suite 250
Lake Forest, IL 60045
www.eloyalty.com
Sales
$63
billion
Business Description
eLoyalty Corporation (together with its subsidiaries and predecessors “eLoyalty,”
“we” or the “Company”), an enterprise Customer Relationship Management
(“CRM”) services and solutions company. eLoyalty is a leading
management consulting, systems integration, and managed services company
focused on optimizing customer interactions. With professionals in offices
throughout North America and Europe, eLoyalty’s broad range of enterprise
CRM services and solutions include creating customer strategies; defining
technical architectures; selecting, implementing and integrating
best-of-breed CRM software applications; and providing ongoing support for
multi-vendor systems. The combination of eLoyalty’s methodologies and
technical expertise enables eLoyalty to deliver the tangible economic
benefits of customer loyalty for its Global 2000 clients.
Many companies today are facing challenges interacting with their customers
across various isolated contact channels (i.e. contact centers, email, web,
fax, Interactive Voice Response (“IVR”) and face-to-face) while achieving
their strategic imperatives. eLoyalty is focused on optimizing the value
through the service lines described below to and from every customer at
every customer interaction across and within marketing, sales and service.
Marketing
We assist marketing organizations in increasing their revenues, decreasing
costs, and optimizing their existing investments. We focus on three specific
areas to assist marketing organizations: resource allocation, capabilities
development, and coordination. We utilize scientific methods and
technology-enabled processes to enhance the effectiveness and efficiency of
our clients’ marketing functions. Areas of expertise include:
• Marketing Analytics,
• Campaign Management,
• Direct Marketing Tools,
• Marketing Resource Management, and
• Lead Management Systems.
Sales
All the advantages that CRM can provide for marketing can also enhance the
effectiveness of a sales force and its capabilities. We assist our clients
in optimizing the capabilities of their sales force through the use of CRM
tools and methodologies. Our solutions are designed to ensure that our
clients’ strategies, processes and technologies are maximizing the
effectiveness of their sales operations.
Service
We assist our clients in realizing the value derived from providing a
positive customer service experience. We provide our clients with solutions
to address customer service challenges in all areas of customer interaction,
including a multi-channel contact center, self-service features on the Web,
paper mail correspondence, and face-to-face communication.
Managed Services
We provide a comprehensive range of contact center services from routine
maintenance and technology upgrades to the resolution of highly complex
issues that involve multiple technology components and vendors. Our support
and monitoring services reduce the cost and impact of contact center
downtime, and anticipate problems before they occur. These services include:
• Cross-Vendor Problem Resolution,
• Component Maintenance and Support,
• Active Computer Telephony Integration (“CTI”) Monitoring and Prevention,
• Call Routing Review and Remediation,
• Version Upgrades,
• Environment Administration, and
• Hosted Contact Center Infrastructure.
We build innovative solutions around emerging technologies, such as
Voice-over-Internet-Protocol (“VoIP”), and speech mining. Key focus areas
for growth include:
• Converged Internet Protocol (“IP”) Contact Center Solutions,
• Marketing Solutions,
• Contact Center Optimization Solutions, and
• Behavioral Analytics.
Our revenue is generated primarily from professional services that involve
integrating or building systems for clients, which are billed principally on
a time and materials basis and, occasionally, on a fixed-fee basis. These
services generally include a combination of the following:
• Evaluating our clients’ efficiency and effectiveness in handling customer
interactions. We construct systems to capture and analyze the performance
measures of each customer interaction, including the number of legacy
systems used to handle the situation, interaction time, reason for
interaction and actions taken to resolve any customer issues.
• Implementing systems that assist our clients in identifying their most
valuable customers through detailed segmentation of their customer base.
This allows our clients to target high-value customers to receive special
offers or service levels.
• Performing detailed financial analysis to calculate the expected return on
investment for the implementation of various CRM solutions. This process
helps our clients establish goals, alternatives and priorities and assigns
client accountability throughout resulting projects.
• Selecting the appropriate CRM solution for our clients. The implementation
of a CRM solution can lead to significant organizational, structural,
operational and staffing changes. We assist our clients in determining the
steps they need to take in this regard.
• Implementing the technical aspects of CRM solutions, including the
integration of a variety of software applications from third-party vendors
and our own software.
In addition, in the years 2003, 2002 and 2001, Managed Services, in the
aggregate, accounted for 13%, 8%, and 5%, respectively, of our annual
revenue. We also generate revenue from reselling third-party software, as
well as from sales of our internally developed Loyalty SuiteTM software
which, in total, accounts for less than 10% of our revenue.
We operate in two primary business segments — North America (consisting of
the US and Canada) and International. In 2001, we globalized and centralized
our delivery, business development and infrastructure organizations and
processes. Accordingly, there are no material distinctions between the
character and nature of the two segments, other than financial results as
discussed herein.
Our international operations create special risks, including those relating
to the economic conditions in each country, potential currency exchange and
credit volatility, restrictions on the movement of cash and certain
technologies across national borders, tax issues resulting from multiple tax
laws, compliance with a variety of other foreign national and local laws and
regulations, political instability and management of a geographically
dispersed organization. If not adequately addressed, these risks may
adversely affect our business.
Competition
We operate in a highly competitive and rapidly changing market and compete
with a variety of organizations that offer services similar to ours. The
market includes a variety of participants that compete with us at various
levels of our business, including strategic consulting firms, systems
integrators, web-consulting firms, software vendors, online agencies and
firms that provide both consulting and systems integration services
including certain of our vendors. In our opinion, few competitors offer the
full range of
CRM services that we can provide. We believe that our principal competitors
are the “Big 5” consultancies: Accenture, Cap Gemini Ernst & Young, Deloitte
Consulting, Bearing Point Consulting and IBM IGS.
Many of our competitors have longer operating histories, more clients,
longer relationships with their clients, greater brand or name recognition
and significantly greater financial, technical, marketing and public
relations resources than we do. As a result, our competitors may be in a
better position to respond quickly to new or emerging technologies and
changes in client requirements. They may also develop and promote their
products and services more effectively than we do. New market entrants also
pose a threat to our business. Existing or future competitors may develop or
offer solutions that are comparable or superior to ours at a lower price. In
addition, several competitors have announced their intention to offer a
broader range of services than they currently provide.
Ticker
DOX
SIC Code
8742
- Services-Management Consulting Services
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