Akibia Consulting Helps Group Health Incorporated Capitalize on CRM Investments.Business/Technology Editors and Health/Medical Writers WESTBOROUGH, Mass.--(BUSINESS WIRE)--Jan. 28, 2002 CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Consultancy Tailors Siebel eHealthCare to Increase Sales Opportunities, Enhance Customer Service, and Reduce Administrative Requirements Akibia Consulting, a proven leading provider of customer relationship management (CRM) solutions, has successfully developed and implemented a CRM program for Group Health Incorporated (GHI GHI Group Health Incorporated (HMO) GHI German Historical Institute (Washington, DC) GHI Ghost Hunters International GHI Geohazards International GHI Gustav Heinemann-Initiative ), the largest statewide, not-for-profit health services health services Managed care The benefits covered under a health contract corporation in New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of . The solution, based on Siebel eHealthcare, is enabling GHI to quickly improve sales performance and dramatically expand customer service initiatives. Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. , Inc., (Nasdaq: SEBL SEBL Siebel Systems, Inc. (stock abbreviation, AMEX) ), is the world's leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness applications software, enabling multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple sales, marketing, and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail, and dealer networks. Siebel eHealthcare is a comprehensive eBusiness application from Siebel Systems, Inc. that allows health insurers to successfully manage relationships throughout the entire customer life cycle and across all customer touchpoints. "Akibia genuinely understands our business needs, and has both the consulting and technical expertise to help us truly benefit from CRM," said David Henderson David Henderson may be:
GHI has made CRM a foundation of its sales, service and marketing strategies moving forward--leveraging the functionality of Siebel eHealthcare to reduce costs, enhance employee productivity, and increase revenue. The organization has been working with Akibia Consulting to develop, tailor and support its CRM program. "GHI understands how to approach CRM," said Adam Honig, president of Akibia Consulting. "The organization is quickly implementing the CRM functionalities that will provide the greatest returns from their investments, so that they can reap the benefits of CRM right away, while working toward a complete solution that will yield impressive combined returns." Akibia initially established priorities and focused on meeting GHI's immediate business needs to yield quick and tangible benefits. Akibia deployed Siebel eHealthcare, concentrating on centralizing data from multiple legacy systems into a single repository for clients, contacts, and leads. With the completion of this phase groups, brokers and sales representatives now have access to critical data for on-the-spot up-selling and cross-selling, a critical step for increasing customer satisfaction and revenue, while reducing paperwork. Akibia then implemented Siebel Remote, the product from Siebel Systems that provides remote access to Siebel eBusiness Applications, to give salespeople the ability to address customer needs faster and more effectively. After successfully rolling out Siebel eHealthcare to GHI's 100-person sales team, Akibia implemented Siebel eMail Response for customer service representatives--enabling them to speed up service and lower their cost per contact. Siebel eMail Response is designed for companies to professionally and efficiently respond to the growing flood of inbound email messages and gave customer service representatives immediate access to e-mails--rather than waiting for a manager to review and delegate them--as well as electronic communication "templates" and first-time e-mailing capabilities. Within a five-week period, GHI staff had new tools for improving service as well as sharpening the image they provided to customers choosing to communicate online. Akibia is currently working with GHI on future phases to benefit other groups within the organization. "We are continuing to build momentum for a total, multi-channel CRM solution," said GHI's Henderson. About Akibia Consulting Akibia Consulting is a proven leading provider of CRM solutions with a track record of delivering over 250 successful CRM projects in North American North American named after North America. North American blastomycosis see North American blastomycosis. North American cattle tick see boophilusannulatus. and Europe. The company's pragmatic approach to CRM planning, integration, and management focuses on the specific outcomes their clients need to achieve through CRM. Akibia is a Siebel Systems Premier Consulting Partner (Nasdaq: SEBL) and has consistently received Siebel Systems' Gold Star Distinction for superior customer satisfaction. Headquartered in Boston, Massachusetts “Boston” redirects here. For other uses, see Boston (disambiguation). Boston is the capital and most populous city of Massachusetts.[3] The largest city in New England, Boston is considered the unofficial economic and cultural center of the entire New with principal offices in New York, San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden , Chicago, London and Amsterdam, the company works with clients including Bose Corporation The Bose Corporation is a privately-held American company based in Framingham, Massachusetts that specializes in audio equipment[2][3] and holds the philosophy of supporting its technological development through research (thus the company motto). , Group Health Incorporated, Scudder Threadneedle Investments, Monster.com, and Akamai Technologies. For more information, call (508)-621-5100 or visit the Akibia Web site at www.akibia.com. About GHI Founded in 1937, GHI is the largest not-for-profit health insurer operating statewide in New York. GHI and its subsidiary GHI HMO HMO health maintenance organization. HMO n. A corporation that is financed by insurance premiums and has member physicians and professional staff who provide curative and preventive medicine within certain financial, provide health insurance and administrative services to more than 2.6 million people. GHI offers customers a variety of medical, hospital, dental, prescription drug prescription drug Prescription medication Pharmacology An FDA-approved drug which must, by federal law or regulation, be dispensed only pursuant to a prescription–eg, finished dose form and active ingredients subject to the provisos of the Federal Food, Drug, , vision and managed mental health coverage options, as well as Administrative Services Only arrangements. Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only. |
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