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Client:		ICI Paints - The Glidden Company
Industry:		Manufacturing - Paints
Employees:		3,500
Client Since:		2000
Completed:		11-20-2003

EYEMG integrated eyemg.Respond, our online customer service application into the Glidden.com, Ralph Lauren Paints and Perfect Glue Web sites. The eyemg.Respond system provides ICI Paints customer service representatives, engineering staff, public relations and legal staff with the ability to review inbound customer service requests and respond with appropriate information from the eyemg.Respond knowledge database.

Inbound calls to the Glidden customer service center have decreased by 30% since deployment of the eyemg.Respond system. The time involved in creating, publishing and maintaining content rich answers to customer inquires ha been drastically reduced as well.

 

The Glidden customer service site is built on EYEMG's eyemg.Respond Customer Service and Knowledge Database System. The use of eyemg.Respond enables Glidden (and ICI Paints sister divisions Macco / Perfect Glue) to continually meet or exceed customers service expectations.

Multi-branded Interface eyemg.Respond supports multiple branded interfaces allowing the ICI Paints customer service team to use one tool to support many unique brands online customer service needs. Further, the use of an online customer service solutions allows for the distribution of knowledge workers supporting telecommuting and utilization of highly distributed specialized resources.

Customer Service Representative Console If you can't measure it, you can't manage it! eyemg.Respond provides a system-based workflow for all customer service inquiries. All inbound queries are routed to the most appropriate subject matter expert(s). Completed answers can be published to internal and/or external knowledge databases to support future inquiries.

Personal Knowledge Workspace eyemg.Respond produces a personal workspace for all customers that generate an inquiry. The "My Personal Knowledge Center" provides easy access to: Current Questions Past Questions & Responses Subscriptions Favorite FAQs