British Airways Selects Astute Solutions for Global Customer Service Platform.Business Editors COLUMBUS, Ohio--(BUSINESS WIRE)--April 21, 2004 Astute as·tute adj. Having or showing shrewdness and discernment, especially with respect to one's own concerns. See Synonyms at shrewd. [Latin ast Solutions(R), a leading provider of customer interaction solutions, announced today that British Airways British Airways in full British Airways PLC International passenger airline based in London. In 1936 British Airways Ltd. was founded through the merger of three smaller airlines. has selected ePowerCenter(TM) as the technology platform for its global customer service initiative. The announcement marks the third airline to sign with Astute Solutions in the past nine months. Approximately 350 customer service representatives across British Airways' global network will be transitioned to ePowerCenter as part of the initiative, creating a common, global customer service platform. The technology platform will also serve as the catalyst for the creation of a new global customer relations organization within British Airways. ePowerCenter is a Web-based customer interaction system that integrates communications across multiple channels (phone, e-mail, fax and mail), enhances data collection and reporting, and speeds resolution of customer issues. Astute's technology will be integrated with the British Airways Executive Club, baggage tracing and frontline front·line also front line n. 1. A front or boundary, especially one between military, political, or ideological positions. 2. Basketball See frontcourt. 3. Football The linemen of a team. check-in databases to provide service representatives with a more complete view of customers. The initiative will be supported by PowerCenter(TM) KnowledgeServer, which will enable representatives to quickly access accurate and consistent responses to customer inquiries. "Although we expect significant improvements in efficiency, customer recovery and continuous improvement are the primary drivers behind this initiative," said Frances Taylor, head of Global Customer Relations for British Airways. "ePowerCenter will enable service representatives to resolve customer issues much faster, enhancing recovery and improving our ability to measure and act on what our customers are saying globally. This is vital to our continuous improvement program." "Astute has the technology we were looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. , but just as important is their experience in our industry and their organizational commitment In the study of organizational behavior and Industrial/Organizational Psychology, organizational commitment is, in a general sense, the employee's psychological attachment to the organization. to their customers' success," said Richard Stabbins, manager of Global Customer Relations at British Airways. "We needed to have confidence that the company we selected could successfully handle a global implementation. We have that confidence with Astute." "It's very gratifying grat·i·fy tr.v. grat·i·fied, grat·i·fy·ing, grat·i·fies 1. To please or satisfy: His achievement gratified his father. See Synonyms at please. 2. to see this project moving forward," said Joseph M. Sanda, president and chief executive officer of Astute Solutions. "A project like this can raise the bar for customer relations across the industry, prompting other airlines to examine their own customer interaction systems. With our combination of technology and experience, we are well positioned to provide the airline industry with advanced solutions that positively impact customer relationship initiatives." About British Airways British Airways is the UK's largest international scheduled airline, flying to over 170 destinations at convenient times, to the best-located airports. Whether customers are in the air or on the ground, British Airways takes pride in providing a full service experience. The British Airways group consists of British Airways PLC and a number of subsidiary companies including in particular British Airways Holidays Limited and British Airways Travel Shops Limited. For more information visit www.britishairways.com. About Astute Solutions Astute Solutions, a leading provider of customer interaction solutions, helps companies leverage Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the and telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. solutions for a completely integrated customer relationship and information management solution. Astute works with key industries including retail, food, financial, automotive, transportation, medical, pharmaceutical, travel, and durable and non-durable goods manufacturers. Clients include Global 1000 companies such as McDonald's Corporation, Levi Strauss
Levi Strauss, born Löb Strauß & Co., Georgia Pacific Corp., GlaxoSmithKline, Michelin, Clopay Corporation, The Toro Toro may refer to:
The Philip Morris Company (now known as Altria Group), a company that produces tobacco products, acquired Kraft for , and L'Oreal USA Products, Inc. The company has been awarded the Customer Inter@ction Solutions Magazine's 2001 Product of the Year Award and has received the Real Market's Users Choice Award for three consecutive years beginning in 2001. Astute Solutions is headquartered in Columbus, Ohio Columbus is the capital and the largest city of the American state of Ohio. Named for explorer Christopher Columbus, the city was founded in 1812 at the confluence of the Scioto and Olentangy rivers, and assumed the functions of state capital in 1816. , and may be reached at 1-877-POWER50, sales@astutesolutions.com or on the Web at www.astutesolutions.com. |
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