Pivotal Move

Europe's largest consumer electronics retailer selects CRM solution

Mainz, Germany  May 23, 2001  ElectronicPartner, the largest consumer electronics retailer in Europe, will use a suite of customer relationship management (CRM) applications from Pivotal Corp. to create a single, unified infrastructure for selling, marketing and servicing customers across its Internet and traditional channels.

Founded in 1973 in Dusseldorf, Germany, ElectronicPartner operates in 11 countries across Europe and works with more than 6,000 partners and members to provide such electronics as personal computers, telecommunications, audio, video and multimedia products to consumers.

"The Pivotal CRM solution suite enables ElectronicPartner to synchronize customer information across our sales, marketing and service departments," said Volker Winter, a project manager at ElectronicPartner. Winter predicted that by creating a unified view of customer interactions across all communication channels, his company could increase revenue, improve customer retention and enhance customer win rates.

ElectronicPartner is deploying the Pivotal eRelationship CRM suite to its network sales, marketing and service departments with the idea of creating a unified, real-time view of its customers and partners. The software will provide a single view of customer interactions and purchasing history. ElectronicPartner also plans to use Pivotal to deliver personalized service, conduct targeted marketing campaigns, and capitalize on up-selling and cross-selling opportunities.

Harald Krohmer, country manager for Pivotal Germany, said the software should help ElectronicPartner provide better customer service and thereby allow the company to build its market share.

Ericsson Consulting will deploy the Pivotal solution for ElectronicPartner.