Talisma has announced that Bellevue-based ShareBuilder Corporation has selected Talisma’s Multi-Channel CRM suite to help deliver total customer integration and management of all customer communication channels.
ShareBuilder Securities Corporation, an online brokerage designed to make investing in the stock market simple and affordable, will implement Talismas Multi-Channel CRM solution to enhance its customer service.
With less than 30 agents on staff handling more than one million customer accounts at any given time, ShareBuilder demands an efficient way of handing their customers’ inquiries, while still providing exceptional customer service. Initially, ShareBuilder will use Talisma for managing and tracking phone and E-mail communication to customers. Talisma will allow ShareBuilder to understand and report on customer interactions ultimately allowing ShareBuilder to enhance its products to better meet its customers needs. Talismas Multi-Channel CRM solution enables ShareBuilder customer care agents to be more productive, with improved consistent response times.
“In May of this year we surpassed one million brokerage accounts, said Jeff Seely, Chairman & CEO of ShareBuilder. Because of the nature of financial services and security transactions, we handle a lot of calls and E-mails from our customers each day. We selected the Talisma Multi-channel CRM solution because it will enable us to increase the accuracy and timeliness of answering customer questions, while reducing infrastructure. We are confident that Talisma’s CRM solutions offer the flexibility and efficiency that will enable us to continue to deliver exceptional customer service” .
Talisma’s integrated CRM suite can easily evolve with ShareBuilder’s demand for more advanced CRM. The 360-degree integrated customer view Talisma’s solution provides helps ShareBuilder become more efficient and effective with its customers and increase customer satisfaction and retention. A key differentiator in Talismas solution is that it provides agents the ability to look back at customer records and see the history of their calling pattern as well as the ability to give a standardized answer on a specific issue.
“We are excited to work with ShareBuilder, one of the nations fastest growing online brokerages, and we look forward to providing ShareBuilder with the necessary tools to allow them to better serve their customers“, commented Dan Vetras, President & CEO of Talisma. “Our partnership with ShareBuilder is strong validation that Talisma brings value to any innovative financial services company in search of exceptional customer service “.
2004-10-22
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