Leading manufacturer of water heating products chose VSI’s PowerHelp Service Management Software to integrate disparate data sources
Cincinnati, OH — May 6, 2008 — Vertical Solutions, Inc. (VSI), a leading developer of Service Management software, announces that its customer, A. O. Smith Water Products Company, has won the Worldwide Business Research (WBR) Service Award for Seamless Technology Implementation & Deployment to Increase Service and Support Levels. This is the third service award in six months for a VSI customer. A. O. Smith utilizes VSI’s PowerHelp Software Suite to capture and mine difficult-to-access legacy data, streamline customer service operations, and develop a unified view of its customers.
A. O. Smith Water Products Company was recognized for its deployment of VSI’s PowerHelp Service Management software. Measurable results included reducing the time to answer customer calls by half, reducing call transfers by 20 percent by enabling all customer service personnel to access historical data, and slashing the time to provide historical customer research information from days to minutes.
WBR is the world’s biggest large-scale conference company and part of the PLS group, one of the world’s leading providers of strategic business intelligence with 16 offices worldwide. This is its fourth year of recognizing service organizations that have demonstrated excellence and leadership in technology implementations, project management, and deployment.
A. O. Smith Water Products Company chose VSI’s PowerHelp to provide a bridge to all of its disparate data sources. PowerHelp integrates with 11 A. O. Smith databases and applications to provide a holistic view of data-warranty information, service history, skill sets and geographic availability, and more than 70 fields of product-specific data. VSI created a web-service approach that “calls out” to each database to retrieve information, including from Oracle, Access, SQL, and AS400 databases. PowerHelp offers problem-resolution data in five cascading levels of detail, which A. O. Smith uses to cross-communicate to different departments.
“The Field Service Awards were created to recognize individuals and companies that support the customer experience and overall satisfaction through service initiatives, programs, and processes. A. O. Smith’s award for ‘Seamless Technology Implementation And Deployment To Increase Service & Support Levels’ was testament to its efforts in creating a bridge from its past to its future in order to streamline processes, improve interactivity from people to data, and people to people,” says Jonathan Massoud, Executive Director, Field Service 2008.
“The team at Vertical Solutions congratulates A. O. Smith Water Products Company for winning this prestigious award from Worldwide Business Research,” says Ron Wegmann Sr., CEO of Vertical Solutions. “The company deserves recognition for its ability to undertake this significant implementation while achieving remarkable results, and we are proud that our PowerHelp technology was a part of the solution.”
PowerHelp is a next-generation technology that enables any external service center, customer service, service provider, or human resources environment to dynamically manage information. Its open platform helps service organizations and contact centers combine various contact channels from different vendors and technology into a single view while providing seamless support that carries across all touch points in an organization.
The Fourth Annual Service Award winners were announced at the WBR Field Service 2008 conference, an annual event where more than 300 senior leaders gather best practices to understand and identify the best possible customer service strategies and workforce optimization techniques to increase productivity and provide world-class customer service. For more information about the event, visit www.wbresearch.com/fieldserviceusa/index.asp
About Vertical Solutions, Inc. (VSI)
VSI develops, implements, and supports its award-winning PowerHelp suite of service management software solutions. PowerHelp is a robust, modular application that offers in-depth functionality for Customer Support, Field Service, Sales and Marketing Automation, and Mobile environments. Companies in a variety of industries and throughout the world use PowerHelp to improve service response and resolution times, reduce the costs of delivering service, capture actionable customer data, seamlessly integrate with external partners, and broaden their portfolio of service offerings. PowerHelp is flexible, integrates easily with legacy systems, and offers one of the industry’s fastest deployment times, all of which contribute to its low total cost of ownership and high return on investment. The company’s customer list is 100-percent referenceable, and includes ACCO Brands Document Finishing Group, Reynolds and Reynolds, ABB, Inc., and Rubbermaid. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. Fast … Powerful … Guaranteed. For more information, visit www.VSI-PowerHelp.com or call 1.800.466.0238.
Contacts:
Carmen Annis, Marketing
Vertical Solutions, Inc.
[email protected]
+1 513.891.7997
or
Alison Harris
Harris Media Services
[email protected]
+1 207.829.4500
