Cincinnati, OH — January 24, 2008 — Vertical Solutions, Inc. (VSI), a leading developer of Customer Experience Management software, announces that its customer, A. O. Smith Water Products Company, has won the Gold 1to1 Impact Award for Customer Service Optimization by 1to1 Magazine. A. O. Smith utilizes VSI’s PowerHelp Product Suite to capture and mine difficult-to-access legacy data, streamline customer service operations, and develop a unified view of its customers.
1to1 Magazine’s annual 1to1 Impact Award for Customer Service Optimization recognizes excellence in customer service and support that is enabled by technology. A. O. Smith Water Products Company is North America’s largest manufacturer and marketer of residential and commercial water heating equipment. The company chose PowerHelp to help it streamline and consolidate its contact center, customer support, and field service processes on one, standardized platform. A. O. Smith was recognized for its use of PowerHelp to answer customer calls 2.5 times faster, reduce call transfers by 20 percent, and decrease the time to research customer history from days to seconds.
“A. O. Smith Water Products was able to accomplish what many companies strive for today: to break down silos and create a unified vision of the customer experience across the enterprise,” says Ginger Conlon, editor-in-chief of 1to1 Media. “We applaud its ability to create internal partnerships and share data in ways that improve both service delivery and customer satisfaction.”
“Everyone at VSI is pleased that A. O. Smith Water Products Company has won this well-deserved and prestigious award from 1to1 Magazine,” says Ron Wegmann Sr., CEO of Vertical Solutions. “A. O. Smith is truly visionary in its use of technology to bring its historically exceptional customer service to the next level of excellence.”
PowerHelp is a next-generation, web-based technology that enables any external service center, customer service, service provider, or human resources environment to dynamically manage information. Its open platform helps 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 7th Annual 1to1 Impact Award winners were announced at the Frost & Sullivan 9th Annual Sales and Marketing West Conference in Phoenix, Arizona. The winners will be featured in the January/February 2008 issue of 1to1 Magazine. For more information about the Impact Awards, please visit www.1to1media.com/impactawards.
About 1to1 Media
1to1 Media is dedicated to helping organizations realize the greatest value from their customer base. Led by 1to1 Magazine, 1to1 Media’s print, electronic and custom publications explore the best practices, trends and developments from companies who are using customer initiatives to drive bottom-line impact. Backed by Peppers & Rogers Group, the globally-recognized leader in customer strategy and relationship marketing, 1to1 Media combines thought leadership, field experience, editorial expertise and global brand awareness to deliver the content needed by our audience of more than 250,000 decision-makers and practitioners. For more information, call 203-642-5121, or visit www.1to1media.com.
About Vertical Solutions, Inc. (VSI)
VSI develops, implements, and supports its award-winning PowerHelp suite of customer-experience 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 General Binding Corp., Reynolds and Reynolds, ABB Automation, and A. O. Smith Water Products Co. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. Fast … Powerful … Guaranteed. For more information, visit http://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
