Guthy-Renker Transforms Customer Shopping Experience
Guthy-Renker, a direct response television company, selects Sterling Commerce, an AT&T company, for its customer shopping experience with an enterprise-wide Customer Experience Initiative to create a global, branded experience across all channels and markets worldwide.
The Customer Experience Initiative is a collaboration of Guthy-Renker, Sterling Commerce and RightNow Technologies, provider of on-demand customer relationship management (CRM) and call center technologies, expected to create a global, flexible and scalable "customer-centric IT architecture." Central to the Customer Experience Initiative is the technology platform, "Plug & Play" that links every customer touch point (inquiries, orders, customer service) across product lines and channels in order to simplify and accelerate the deployment of new programs, markets and channels across the globe. Guthy-Renker has successfully completed the first implementation of Plug & Play in India, with subsequent implementations in the United States, Canada, Europe, Japan, and Australia planned or in progress.
"We see customer choice and customer service as a differentiator; the Customer Experience Initiative affects nearly every aspect of our business," says Jim Huser, CIO at Guthy-Renker. "Sterling Commerce has played a key role in providing both foundational technology and professional services and has worked closely with Guthy-Renker on design and implementation milestones."
The Customer Experience Initiative is a collaboration of Guthy-Renker, Sterling Commerce and RightNow Technologies, provider of on-demand customer relationship management (CRM) and call center technologies, expected to create a global, flexible and scalable "customer-centric IT architecture." Central to the Customer Experience Initiative is the technology platform, "Plug & Play" that links every customer touch point (inquiries, orders, customer service) across product lines and channels in order to simplify and accelerate the deployment of new programs, markets and channels across the globe. Guthy-Renker has successfully completed the first implementation of Plug & Play in India, with subsequent implementations in the United States, Canada, Europe, Japan, and Australia planned or in progress.
"We see customer choice and customer service as a differentiator; the Customer Experience Initiative affects nearly every aspect of our business," says Jim Huser, CIO at Guthy-Renker. "Sterling Commerce has played a key role in providing both foundational technology and professional services and has worked closely with Guthy-Renker on design and implementation milestones."