ShareBuilder Selects Multi-channel CRM to Increase Customer Service Efficiency

Customer service agents handle more calls, provide more consistent responses, according to online brokerage firm


Customer service agents handle more calls, provide more consistent responses, according to online brokerage firm

Bellevue, WA — October 19, 2004 — Talisma, a provider of multi-channel customer relationship management (CRM) solutions, announced today that Bellevue-based ShareBuilder Corp. has selected Talisma's multi-channel CRM suite for customer integration and management of all customer communication channels.

With less than 30 agents on staff handling more than one million customer accounts at any given time, ShareBuilder, an online brokerage, said it needed an efficient way of handing customers' inquiries while still providing exceptional customer service.

Initially, ShareBuilder will use Talisma for managing and tracking phone and e-mail communication to customers, thus enabling ShareBuilder's employees to understand and report on customer interactions. Talisma also claimed its solution enables ShareBuilder customer care agents to be more productive, with improved consistent response times.

Jeff Seely, chairman and CEO of ShareBuilder, commented on his company's situation, saying that in May of 2004 it surpassed one million brokerage accounts. "Because of the nature of financial services and security transactions, we handle a lot of calls and e-mails from our customers each day. We selected the Talisma Multi-channel CRM solution because it will enable us to increase the accuracy and timeliness of answering customer questions, while reducing infrastructure. We are confident that Talisma's CRM solutions offer the flexibility and efficiency that will enable us to continue to deliver exceptional customer service."

Talisma said its integrated CRM suite is also able to evolve with ShareBuilder's demand for more advanced CRM; the enterprise-wide integrated customer view the solution provides can increase customer satisfaction and retention because of efficiency. In addition, the solution gives agents the ability to look back at customer records and see the history of their calling pattern, as well as the ability to give a standardized answer on a specific issue.

"We are excited to work with ShareBuilder, one of the nation's fastest-growing online brokerages, and we look forward to providing ShareBuilder with the necessary tools to allow them to better serve their customers," commented Dan Vetras, president and CEO of Talisma.

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