eTouchPoint.com Announces On-Demand Customer Relationship Management Services: Customer...

SAN DIEGO -- eTouchPoint.com (www.eTouchPoint.com), the leader in next-generation On-Demand Customer Relationship Management Services, today announced another first in delivering best-in-class customer satisfaction and employee retention. eTouchPoint, the Company's patent-pending hosted application

The most critical CRM process is managing the quality and continuity of interaction, or "touch-points," with end-customers. Every direct contact -- Sales, Marketing, Customer Service, Help Desk and Field Service Operations -- presents an opportunity to differentiate through service excellence. Until now, it has been impossible to collect and interpret direct customer feedback on what occurs at global touch-points quickly enough to drive positive outcomes. eTouchPoint solves the problem by automating collection of unfiltered customer feedback on individual employees across global in-house and outsourced service value chains. Survey results load into the eTouchPoint.com hosted application engine, which benchmarks results against predefined metrics for employees, organizations and geographic regions. Employee scorecards and custom reports are generated and based upon individual ranking, and the eTouchPoint coaching tool generates intelligent alerts, coaching tips and training recommendations for managers in near real-time. This capability enables companies to focus on cultivating employee performance and improving the quality of the customer experience at each touch-point, the main driver of customer retention and profitability.

Access to real-time, actionable business intelligence on individual employees, supported by eTouchPoint.com coaching and custom reporting tools, empowers service operations and human resources to implement "guided training" initiatives and build brand loyalty at every level of the global service value chain. SLA violations drop, while employee skill sets, brand loyalty and customer satisfaction improve. As real-time customer interaction data becomes available, eTouchPoint.com clients are seeing the need for monitoring outsourced call center operations dramatically reduced. Over 48,000 user subscribers of eTouchPoint.com have seen on average a 10% increase in customer satisfaction and generated millions in additional revenue.

"By focusing on transaction-level customer feedback and enabling client differentiation through service and brand excellence, eTouchPoint.com is creating a new paradigm in On-Demand CRM management services. Highly competitive enterprises spend millions of dollars on CRM applications yet are unable to drive quantifiable improvements because they cannot effectively monitor individual customer/employee interaction. At eTouchPoint, we believe the focus must turn to mapping the right skills in your service value chain to customer needs. Managing touch-points drives best-in-class customer satisfaction, and protects your investment in the people representing your firm around the world. Developing a culture where employees build brand value in each interaction with the customer is a powerful competitive advantage, and we are proud of the results eTouchPoint delivers," said founder and CEO John Potenza.

About eTouchPoint.com:

eTouchPoint.com's innovative, hosted CRM software platform for On-Demand Customer Relationship Management Services empowers global companies to monitor individual employee performance to optimize customer satisfaction and loyalty. eTouchPoint.com has headquarters in San Diego, and is a Division of Qualistics Inc. For more information, visit www.eTouchPoint.com