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Our customer success stories emphasize Innoveer's expertise in planning, deploying, and optimizing customer management programs to help organizations reach new levels of sales, marketing, and service effectiveness. They highlight Innoveer's deep industry knowledge, understanding of customer-facing processes, broad technical skills, and proven track record of delivering profitable business outcomes.
Innoveer's Executive Q&As deliver targeted point-by-point strategies from front-line experts responsible for enterprise CRM initiatives. These give-and-take conversations between Innoveer and customer executives help take your customer management solution to the "next level" by detailing best practices, lessons learned, advice, and challenges – straight from the customer.
Click on any of the links below to read our spotlight customer success stories and Executive Q&As:
Read how Innoveer worked with Akamai Technologies to plan, implement, and integrate its CRM program for its sales and service teams, including a flexible, Web-based architecture that supports connected, mobile, and Web-based clients. As a result of these initiatives, Akamai has increased its overall sales volume and reach, decreased its cost of sales and service, enhanced its customer experience, and improved its customer retention.
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 In a discussion, Innoveer's Chief Strategy Officer Matthew Johnson and Albemarle's Regional Manager Marc Nicolas talk about the CRM strategies of the largest producer of hydroprocessing catalysts (HPC) used by the oil production industry. Because of the nature of its customers – 500 refineries worldwide that demand custom products to meet specific production requirements – Albemarle designed its CRM solution to provide its employees with a detailed view of customer-specific information.
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 Learn how Innoveer worked with Albridge to develop its CRM program objectives and implement its customer management system – including project management, scope analysis, offshore outsourcing, and troubleshooting – for Albridge's call center, sales, and marketing teams. Albridge is now able to handle 70% more broker-clients, has enhanced its point-of-call resolution by two-thirds, and has improved its sales pipeline view and overall e-mail campaign management effectiveness.
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George Papamitrou, Director, Information Services at Aspect Medical Systems, discusses with Innoveer CEO Adam Honig how avoiding complexity was one of the keys to a successful CRM rollout for Aspect Medical Systems. By effectively deploying its CRM system and then integrating it with its ERP system, Aspect is better able to track customer purchasing history, improve sales to targeted hospitals, and ensure an accurate picture of its overall business.
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 Innoveer Chief Strategy Officer Matthew Johnson speaks with Arnoud Kromhout van der Meer, Director, ICT at Boehringer Ingelheim about the company's CRM initiatives. The Q&A details how Boehringer's system has become the central location for all relevant information, enabling the company to more effectively exchange information and collaborate between marketing, sales, and product management.
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 Read about Circles' customer management initiatives – partnering with Innoveer based on its methodology and project management expertise. Following design and development of Circle's world-class call center, Circles has improved its call center performance by 50%, increased its employee-facing uptime and availability by 30%, and improved its confidence among prospective customers that Circles provides world-class support.
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 Read how Innoveer worked with Commerzbank to determine the root cause of its low system performance and widespread user resistance and enhance its Siebel system to improve overall user adoption. Following Innoveer's "Tune Up," Commerzbank was able to ensure more accurate and reliable information, achieve one-second delivery of most data displaying screens, reduce other screen display times from 30 seconds to less than six seconds, enable faster storage of customer records for more efficient change-order requests, and ensure widespread adoption of its Siebel solution.
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Find out how Concerto Software partnered with Innoveer to plan and deploy its customer management solution to ensure an accurate and improved picture of its customers and prospects. Following an analysis of Concerto's business, organizational, and user needs, Innoveer developed and deployed a CRM system with the necessary functionality to achieve the company's goals. As a result, Concerto now has one CRM environment for its entire sales and support organization, has improved its tracking of all customer interaction and support issues, and has enhanced its overall customer support, including handling of initial calls to quicker responses.
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Learn how Innoveer worked with Dice to plan and implement its CRM program - using its Multishore Methodology - to achieve a clear view of all active customers and prospects. With a stable, supported, and web-based infrastructure, Dice is now able to effectively extrapolate its data, manage its business strategy, determine actual and expected results, and improve overall internal efficiency and business effectiveness.
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Read how Doble Engineering partnered with Innoveer to plan and implement its customer management program, including computer telephony integration (CTI) for call routing, call tracking, soft phone functionality, and screen pops, and a custom-built solution for ensuring knowledgebase security. Doble decreased its cost of service by automating online inquiries and routing of calls, enhanced the quality of service provided to customers, and received positive responses from customers regarding ease of business through the online knowledge system.
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 Ian Holly, IS Manager at QAS Limited, discusses with Innoveer CEO Adam Honig the critical need for enhanced flexibility and functionality within its CRM system to support the growth of sales, marketing, and business development programs. After effectively capturing the requirements of each department and understanding what information to integrate, QAS was able to implement a more coherent and uniform CRM system that better supports its international expansion efforts and integrates data from all departments to ensure end-to-end visibility.
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 Innoveer CEO Adam Honig and Dave Fiedler, CEO of ESL Federal Credit Union, discuss ESL's "membership relationship management" initiative, including the importance of establishing specific and very clear milestones for your [CRM] investment, what companies can expect to achieve, and how to move forward successfully.
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Learn how Genzyme Corporation's Therapeutics Division worked with Innoveer to complete a CRM Roadmap to evaluate its customer management solution and determine the necessary steps to optimize its overall CRM program effectiveness. Genzyme has now achieved management sponsorship for its future CRM initiatives, improved overall user confidence, and has a clear direction in place for increasing revenue growth, reducing operational costs, and improving customer experience.
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Read an overview of how Group Health Incorporated (GHI) centralized its multiple legacy systems into a single repository for all customer, broker, agent, and prospect information, standardized and streamlined its sales processes, and deployed a customer management program for its sales and service teams. As a result of this program, GHI has decreased its cost per contact and ensured more accurate customer service for overall productivity and efficiency improvements, and increased its cross-selling and up-selling revenue potential.
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Bernard Drost, Innoveer's Chief Technology Officer, Edmond Hilhorst, Independer's Managing Director, and Joop Cohen, Independer's CRM Project Manager, discuss the approach that Independer relied on when deploying its customer relationship management program. The solution has streamlined Independer's internal operations and enhanced the company's overall customer satisfaction, while also helping its sales representatives become more efficient.
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Rian Bester, Director, Sales Operations, discusses Irdeto Access' CRM goals of improving visibility into its sales pipeline and decreasing lead time on its main product with Innoveer's Matthew Johnson. Irdeto details how the company is now able to produce up-to-the minute product forecasts in less than 30 minutes as a result of its CRM solution.
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 Keith Landau, Vice President, CRM, at Monster, discusses Monster’s CRM initiatives and implementation approach, and offers best practices and advice for maximizing CRM results to improve sales and marketing effectiveness, better segment and target customers, and up- and cross-sell more successfully. Landau also highlights the importance of proper CRM planning, a top down approach, and demonstrating the value of CRM to customer-facing employees.
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 Learn how Innoveer worked with mValent to better align and link its CRM application to its customer-facing processes, to effectively track and manage leads, measure overall campaign effectiveness, improve data quality, and increase user adoption. Sales and marketing now use the system for contact, lead, and opportunity management, and pipeline and forecast reporting. Management is also using the application to understand how the company is tracking toward its goals – allowing mValent to clearly understand its business, and ensure visibility into all current and future opportunities.
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 In this conversation, Frank L. Milané, Manager ICT, and Andre In Het Veld, Sales Director at Nefit Buderus BV, explain to Innoveer's Adam Honig how their company implemented CRM in phases. This strategy enabled the company to ensure user buy-in and guarantee the success of its CRM initiatives.
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 Read how Innoveer helped Network Engines upgrade its Siebel Sales and eSales application to Siebel 7, including a rapid assessment of hardware, software, and integration requirements, evaluation of its existing system, and a survey of business processes – followed by deployment of Siebel 7. The upgrade to Siebel 7 has enabled Network Engines to ensure a more scalable customer management architecture, a robust mechanism for integrating Siebel with back-office applications, an intuitive user interface for straightforward product ordering procedures, more robust product bundling capabilities, and easy administration by eliminating proprietary client software applications with a Web-based interface.
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 Learn how Innoveer worked with Nobilas to plan and implement business intelligence in order to increase its value proposition and overall customer satisfaction by providing customers with important data and reports. With a successful BI program underway, Nobilas has an accurate reporting structure that ensures deeper insight into company goals, and enriched service offerings.
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Nigel Runnalls, Norwich Union Healthcare's Head of IT, and Innoveer CEO Adam Honig discuss the CRM platform of the United Kingdom's largest provider of private medical insurance and income-protection products. Norwich Union Healthcare relies on its CRM solution for operational management of information for all levels of the organization, particularly for delivering summaries of operations-based data to the different business units.
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Dain Kistner, Senior Vice President and Chief Information Officer at Pitcairn Financial Group, provides insight into the success of Pitcairn's CRM solution in a discussion with Innoveer CEO Adam Honig. Kistner highlights the reason Pitcairn deployed CRM within the organization, and explains how the company was able to implement a system that offers a single view of clients and enables its advisors to deliver a consistently excellent client experience.
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 Innoveer's Adam Honig interviews Greg Wolf, VP of Business Systems Information Technology, and Michael Lillie, Siebel Group Leader, at PTC. The trio discuss how strong executive sponsorship helped PTC overcome user resistance to its CRM solution, as well as the company's practical implementation approach and next steps for the enterprise solution.
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 Find out how Innoveer's CRM Fastmap™ helped RSA Security determine its technical, functional, and organizational requirements for its CRM implementation that encompassed sales, marketing, and professional services. Following deployment of its customer management solution, RSA improved its overall lead management efficiency and marketing communications program measurement effectiveness, decreased its cost of sales and marketing, and enhanced its customer service quality.
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 Innoveer Vice President of Business Intelligence Bas Swüste speaks with Michiel de Bakker, Manager of Direct Marketing at Robeco Direct, about the company’s CRM and business intelligence (BI) initiatives and resulting business outcomes. The Q&A details Robeco’s key business drivers for BI, along with the company’s deployment approach and adoption challenges.
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