Centralised divine Customer Service Centre Will Provide Full Support to Pan European Customers PARIS, FRANCE,
April 11, 2002 – divine, inc., (Nasdaq: DVIN), a premier integrated solution provider focused on the extended enterprise, today announced that it is planning to consolidate its European customer service centre facilities, which support divine Information Services, dIS (formerly RoweCom). For divine Information Service customers, the plan signals a simplified and centralised approach that aims to join disparate office capabilities such as multi-language functions. This announcement is part of divine’s plans to expand the dIS offering across all of its European offices (France, Germany, Italy, The Netherlands, The Nordic region, Spain, Switzerland and United Kingdom), ensuring world-class support is provided centrally as dIS services are rolled out locally.. The dIS customer service centre, which will be based in Paris, will employ approximately 50 representatives supporting all the company’s European customers in local languages. To ensure that the expertise from the current offices is retained, it is envisaged that many staff from the other facilities will be offered positions at the centralised location or within other divisions of the company. The European customer service centre is anticipated to open in June 2002. The company chose Paris as the base location because it represents the majority of business being done by dIS in Europe. Alain Kuhner, President European Operations, divine explained: “By moving into one facility divine is producing a first class service organisation for all European divine Information Services customers. This customer service centre will use divine’s own customer interaction management tools to ensure that customers receive customised support either through current dIS product interfaces or via telephone. For our customers, this represents a distinct advantage. Our view of the world of subscription services, the ordering and management of periodicals and journals is changing and, as such, the roll of e-commerce and digital content delivery means our customers should have access to a faster more efficient service to ensure rapid resolution of queries., Customers should also have a choice between logging a query through one of divine’s web-based products or by speaking to an experienced, knowledgeable customer service representative on the telephone.” Charles Barnick, Managing Director for divine UK explained: “The plan to consolidate was based upon a significant amount of activity and system duplication at our three locations across Europe. The new plan would enable us to focus on one centre for all customer service activities and benefit from various integrations such as the implementation of key (divine) technologies to improve the efficiency of those activities. We aim to reduce the amount of time a customer needs to spend querying publication delivery and to increase the amount of free time available for resolution of more complex queries. As we consolidate, divine UK will ensure a seamless transition with no disruption to service to our customers. This is the number one priority for the divine management team – to continue the first rate service currently enjoyed by our customer base.” Philippe Schneider, Vice-President, European Information Services Centre dIS stated: “We believe that the proposed consolidation of customer support will pass benefits to our customers, by placing support centrally we can ensure we build a first class infrastructure and support levels to all of our customers, regardless of location. Not only will support be delivered in local language but representatives will also hold vertical industry knowledge to deepen our ability to query publications and to consult on the customers individual needs. dIS France customer support currently supports $100million worth of business as well as worldwide publisher queries – we are confident that we can ensure the levels of support enjoyed is continued through this transition” divine Information Services, dIS – Customer Service and Call Centre Management divine utilises a consistent solution set to building and maintaining quality support, ensuring that consistent and reliable information is being communicated to the customer regardless of what channel is chosen. The company offers tools for facilitated interaction with customers and prospects that are integrated with Web-based marketing and selling. Traditional customer service can be made more effective with robust technologies like interactive chat to provide a seamless customer service regardless if conducted through the products or via the telephone. divine’s Customer Service and Call Centre Management solutions enable organisations to: * Anticipate evolving customer needs * Respond quickly to customer requests * Achieve a higher rate of first contact problem resolution * Deliver excellent service experiences through real-time customer communications that result in long-term customer retention * Streamline operational and support processes * Optimize use of technology, infrastructure and tools About divine, inc. divine, inc., (Nasdaq: DVIN) is focused on extended enterprise solutions. Through professional services, software services and managed services, divine extends business systems beyond the edge of the enterprise throughout the entire value chain, including suppliers, partners and customers. divine offers single-point accountability for end-to-end solutions that enhance profitability through increased revenue, productivity, and customer loyalty. The company provides expertise in collaboration, interaction, and knowledge solutions that enlighten, empower and extend enterprise systems. Founded in 1999, divine focuses on Global 5000 and high-growth middle market firms, government agencies, and educational institutions, and currently serves over 20,000 customers. For more information, visit the company’s Web site at www.divine.com. # # # © 2002 divine, inc. divine is a trademark of divine, inc. All other trademarks, trade names and service marks referenced herein are the properties of their respective.
Dossiers – Empresas