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Synchrony Helps Aero Fulfillment Power O-Cedar Customer Service
Customer contacts and product sales by web, email and phone
Cincinnati, Ohio - November 5, 1999 - Synchrony Communications Inc., the leading provider of web native, remote hosted relationship management solutions for e-business, announced today that Aero Fulfillment Services, Inc. is using the Synchrony eRM solution to power online sales and service for its client, O-Cedar Brands, Inc.As O-Cedar's partner for call-center customer service, Aero was charged with finding a customer relationship management solution that would integrate O-Cedar's existing call center environment with a new, interactive web site.
"We needed a partner that could reinforce the tradition of customer service we have provided for O-Cedar through the years," said John Gimpel, vice president, Aero Fulfillment Services, Inc. "Synchrony transformed our call center into a one-stop contact center, and improved customer service response time and accuracy even as we added additional contact channels."
O-Cedar customer service is available by phone, at the company's web site, and via email. Synchrony's eRM (electronic relationship management) solution integrates customer interactions across these various communication channels, creating a seamless contact center and providing Aero's agents with a synchronized view of their customers.
"The customer service center that Aero provides for O-Cedar is a textbook example of the dynamic customer interactions that Synchrony makes possible and that lead to stronger customer relationships," said Mark Richey, president and founder of Synchrony Communications.
According to Richey, most customer relationship management (CRM) suppliers would not have been able to expand quickly to accommodate O-Cedar's need for a broader, more integrated solution. "Unlike other CRM providers, we can grow instantly with Aero and O-Cedar, to staff up customer contact centers during peak periods and support new interactions, such as product sales over the Internet."
Synchrony delivers its solution to Aero as a subscription service via the Internet, which dramatically reduces implementation costs and time and eliminates the risks of traditional CRM investments. Aero pays usage costs as they are incurred, and adding additional agents to the existing contact center is as simple as adding a PC with an Internet connection and a phone. Synchrony assumes total responsibility for the solution.
About O-Cedar
O-CEDAR Brands, Inc. is headquartered in Springfield, Ohio and employs over 600 associates. O-Cedar products, which enjoy the industry's broadest all commodity volume grocery distribution in the long handles segment, are sold through supermarkets, mass merchandisers, drug, hardware, home center, and other outlets throughout the United States. O-Cedar cleaning tips and product information and sales are available online at www.ocedar.com.
About Aero
Aero Fulfillment Services, Inc. is a marketing services company specializing in product, literature and premium fulfillment, database management, mail processing, digital printing, telemarketing and packaging. The company, located in Cincinnati, Ohio and Baltimore, Maryland, is focused on maximizing the speed, efficiency and value of its clients' marketing programs. Visit Aero on the Internet a www.aerofulfillment.com.
About Synchrony
Established in 1997, Synchrony Communications is a pioneer in the application remote hosting revolution. Synchrony eRM is an electronic customer relationship management solution for ebusiness that enables customers to communicate with companies via a choice of communication channels - phone, fax, email and web-chats. Using Synchrony's Intelligent Interaction Managerä, each contact is combined with a customer interaction history and context-sensitive resources, then routed to the first available customer service agent ensuring an appropriate and consistent response to customer inquiries regardless of the communication channel. More information is available on the Internet at www.synchronyinc.com.
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Editorial Contact:
Heather Valento
Northlich Stolley LaWarre
513-762-1726
hvalento@northlich.com
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