Calvin Meets CRM.Swallow Information Systems reported that the Board of Pensions of the Presbyterian Church (U.S.A.) is implementing CHARTER continuum, Swallow's enterprisewide CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. solution, to handle service for its 54,000 members, pensioners and dependents. The contract is for a 100-seat license to cover both frontline customer service and back-office administration within the various departments of the organization. The Board decided it needed a centralized system In telecommunications, a centralized system is one in which most communications are routed through one or more major central hubs. Such a system allows certain functions to be concentrated in the system's hubs, freeing up resources in the peripheral units. to manage all channels of member communication in order to offer value-added services A value-added service (VAS) is a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax transmissions. and develop greater member intimacy. CHARTER continuum replaces the Board of Pensions' homegrown home·grown adj. 1. Raised or grown at home. 2. Originating in or characteristic of a locality: "Rock is homegrown music in the United States, evolved from blues and country and Tin Pan Alley" call tracking system and also will be used to scan in paper correspondence and record all contact and member inquiries. The last stage of implementation will include the integration of a tool to manage Web contacts and face-to-face visits by representatives at regional locations. |
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