Consumer Relations Initiatives Gain Altitude at Alaska Airlines, Horizon Air with Help of Astute Solutions.Business Editors/Travel Writers/High-Tech Writers COLUMBUS, Ohio--(BUSINESS WIRE)--March 8, 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, a leading provider of customer interaction solutions, announced today that ePowerCenter(TM) has been selected to enhance the customer relations capabilities of Alaska Airlines Alaska Airlines, (NYSE: ALK) is an airline based in Seattle, Washington, United States. It operates hubs at Seattle-Tacoma International Airport, Ted Stevens Anchorage International Airport, Los Angeles International Airport, and Portland International Airport. and Horizon Air. ePowerCenter will help increase the efficiency and responsiveness of consumer relations representatives at both airlines by streamlining workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. and enhancing the routing, data collection, response management and reporting of customer interactions. "Our focus is on delivering for the customer, and certainly, any failure in our product or processes which does not meet customer expectations is something we want to resolve quickly and fairly," said David Palmer David Palmer may refer to:
ePowerCenter enables Alaska Airlines and Horizon Air to integrate multiple channels of customer contact into a single database, including telephone, e-mail, Web, fax and mail interactions, to provide a complete, real-time view of the customer. Customer service representatives will be able to quickly and easily access customer, policy, company, and flight information, while the system's automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. fulfillment ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. capabilities will enable creation of a paperless workflow. "There is a direct relation between the number of interactions it takes to resolve a customer issue and the customer loyalty," said Ray Prentice, manager of consumer affairs for Alaska Airlines. "Our goal is to resolve issues with the first interaction. ePowerCenter will enable us to do that more consistently and efficiently." "I was impressed im·press 1 tr.v. im·pressed, im·press·ing, im·press·es 1. To affect strongly, often favorably: by how well Astute understood our business and the role their technology could play in helping us accomplish our objectives," said Laura Rodde, customer relations manager for Horizon Air. "The architecture of the ePowerCenter system allows us to integrate with other databases when we need to and their user interface will allow us to capture better customer data more efficiently." ePowerCenter is the Web-based version of Astute Solutions' popular PowerCenter(TM) customer interaction system. PowerCenter and ePowerCenter provide a powerful and flexible contact management platform that improves agent productivity while increasing the value of customer interactions to the organization. Their flexibility, e-mail management capabilities and sophisticated reporting make them ideally suited for airline applications. "Alaska Airlines has traditionally been at the forefront of technology implementation in the airline industry, and we are excited they chose Astute as the foundation for their customer relations initiative," said Joseph M. Sanda, president and chief executive officer of Astute Solutions. "We are seeing increased interest in improving and growing customer relationships throughout the airline industry as airlines re-invest in technologies that can help increase their competitiveness by enhancing customer service and loyalty." About Alaska Airlines and Horizon Air Alaska Airlines and its sister carrier, Horizon Air, together serve more than 890 cities in Alaska, the lower 48 states, Canada, and Mexico. For reservations visit www.alaskaair.com. About Astute Solutions Astute Solutions, a leading provider of customer interaction solutions, helps companies leverage Internet 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 2002 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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