Printer Friendly
The Free Library
22,725,466 articles and books

Boise Cascade "integrates all customer touch-points".



At Illinois-based Boise Cascade Boise Cascade Holdings, LLC, which uses the trade name Boise, is an American pulp and paper company, ranked as the thirteenth largest forest products company in the world.  Office Products Corp., which employs 12,000 people and operates 63 distribution centers, the goal of installing Cisco Contact Center solutions was twofold. The company wanted to improve its customers' experience when contacting the company and wanted to use customer data intelligently to generate additional sales through multiple channels -- over the phone, on the Web or through e-mail.

"We were looking to integrate all our customer touch-points so that however a customer interacted with our company -- inbound in·bound 1  
adj.
Bound inward; incoming: inbound commuter traffic.

Adj. 1. inbound
 phones, an outbound out·bound  
adj.
Outward bound; headed away: outbound trains.

Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships"
 salesperson or the Internet -- information about the interaction would be available to all," says Gary Massel, Vice President and Chief Information Officer for Boise Cascade.

Deployment of Cisco IPCC See IMS Forum.  and Cisco Collaboration Server has enabled Boise Cascade to develop closer relationships with its customers by closely linking customer data to a multi-channel IP-based contact center solution. Boise is currently deploying the initiative on a widespread basis and has already identified a number of benefits, including:

* Accelerated profitable growth by attracting, retaining and growing business-to-business customers,

* Increased margins by creating a greater value to customers and helping improve customer retention,

* Improved customer experiences by increasing first-contact resolutions through greater access to information,

* Reduced operating expenses Operating expenses

The amount paid for asset maintenance or the cost of doing business, excluding depreciation. Earnings are distributed after operating expenses are deducted.
 by improving customer-management process efficiencies and reducing duplicate efforts across business units.

"We are basically turning ourselves into a knowledge-driven corporation, and our customers have responded very favorably fa·vor·a·ble  
adj.
1. Advantageous; helpful: favorable winds.

2. Encouraging; propitious: a favorable diagnosis.

3.
 to the changes," says Massel.
COPYRIGHT 2002 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 2002, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

 Reader Opinion

Title:

Comment:



 

Article Details
Printer friendly Cite/link Email Feedback
Publication:Customer Interaction Solutions
Article Type:Brief Article
Geographic Code:1USA
Date:Nov 1, 2002
Words:231
Previous Article:Multi-channel integration--opening up all avenues to your customers.
Next Article:Evolve at your own pace to an IP-based call center.
Topics:



Related Articles
Valley says Boise committed to improve in areas of efficiency and environment.
Boise, Centra Gas jointly develop cogeneration plant.
BRIEFLY.
PIMA IT: delivering value staying connected: in this ultra-competitive age, doing more with less isn't an option--it's a necessity. Information...
Area businessmen buy sawmill.
Boise to change name to OfficeMax following sale.
Boise Cascade Corp. of Boise, ID, has reached a definitive agreement to sell its paper, forest products and timberland assets for approximately $3.7...
Boise volunteers to be a climate leader.

Terms of use | Copyright © 2014 Farlex, Inc. | Feedback | For webmasters