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How Does CRM Respond?Sometimes the worst of times bring out the best in people. Last week weasked RealMarket readers to tell us how their organizations were responding to the tragic events in New York. We want to thank everyone that responded and below is a summary of select stories. Please continue sending your stories - we will summarize them in future editions. An EDS customer interaction center (CIC) in Mechanicsburg, PA is assisting the Red Cross with the flood of phone calls from concerned citizens wanting to make donations. A team of dedicated professionals worked into the night to draft a plan, execute connectivity, test, train and staff the donation lines for the Red Cross at no cost. The call center continues to man the lines, scheduling volunteers to work through midnight each night. One surprised EDS agent processed a single donation of $100,000 - among the largest individual donations the Red Cross has received to date. SAP is offering its consulting services free of charge to assist in restoring IT infrastructures of organizations in New York City and Washington D.C. that were damaged in the recent terrorist attacks. The free services are offered to commercial enterprises as well as noncommercial agencies and organizations regardless of whether they are customers of SAP. The software group has also committed to donating $3 million to support individuals harmed by the tragedy as well as the families of victims. Siebel Systems has raised $5 million for the Siebel America Fund from employees, their families, and from company. The proceeds will be contributed to the American Red Cross and the Salvation Army to provide direct assistance to individuals and families in New York City and Washington, D.C. Siemens has donated US$2.0 million to immediately support emergency assistance agencies in New York and Washington. This donation was made through the "Siemens Caring Hands Foundation." In addition, Siemens employees around the world are invited to make personal contributions to the relief effort through the Siemens Caring Hands Foundation. Siemens will match, dollar-for-dollar, every contribution made by our employees worldwide. RightNow Technologies contacted several Federal Government customers to offer free software and company resources during this terrible national tragedy. Among those who were offered assistance are the US Army Knowledge Online, Air Reserve Personnel Center, Air Force Personnel Center, Army Office of Community and Family Support, and the Administration for Children and Families. CosmoCom, a supplier of call center infrastructure, will make its technology available to support various government agencies and/or companies that have been affected that need to rapidly deploy call centers to deal with large call volumes, set up special hotlines to provide for victim assistance services and the like, or rapidly repair or replace some existing call center that may have been providing a critical function. And lastly, iSKY has offered FEMA use of excess-capacity facilities in Laurel, MD. Editorial Contact: Andy Gilchrist RealMarket 317-816-0677 x203 gilchris@realmarket.com top of page |
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