Interwoven Introduces Industry's First Solution to Automate Customer Experience Management for Global Enterprises
Solution enables enterprises to deliver a consistent brand experience worldwide, reduce time to market for new products and campaigns, and Improve Customer Interactions Across All Touchpoints
Hollywood, FL. - Interwoven GearUp '06 Conference - April 3, 2006 - Interwoven, Inc. (Nasdaq: IWOV), provider of Enterprise Content Management (ECM) solutions for business, today introduced the Interwoven Customer Experience Solution, the first offering of its kind designed to enable enterprises to automate the Customer Experience Management process - from the creation of customer-facing content all the way through to the publishing of this content across all customer touchpoints including the Web, mobile devices, contact centers, e-mail, retail stores, printed collateral, television advertisements, and more. The new solution - which is further enhanced by Interwoven's extensive partner ecosystem (see related press release, "Interwoven Extends Customer Experience Solution with Global Ecosystem of Leading Technology and Systems Integrator Partners")is addressing a critical need for Global 2000 companies, which are looking to accelerate business growth and drive new revenue opportunities through a more consistent brand experience worldwide, reduced time to market for new products and campaigns, and improved customer interactions across all touchpoints.
In conjunction with today's Customer Experience Solution introduction, thought leaders from around the world are gathered at this week's Interwoven GearUp '06 conference in Hollywood, Florida to share customer experience best practices including: Allstate, Avaya, Blue Cross Blue Shield of Massachusetts, Cingular Wireless, CXO Media, DaimlerChrysler, Gartner, Forrester Research, HSBC, First National, and many more. Some of these global leaders including Avaya, Blue Cross Blue Shield of Massachusetts, CXO Media, and Gartner are scheduled to present on a customer experience keynote panel this afternoon.
In today's competitive, customer-driven markets, companies across all industries face new pressures to deliver a relevant, personalized, and consistent experience across all customer touchpoints and geographies. Additionally, as Global 2000 enterprises increasingly shift their focus from cost cutting measures to uncovering new revenue-generating opportunities, effective customer experience management has become a greater priority than in years past.
According to Gartner, a leading industry analyst firm: "The customer experience has been of growing interest to the CEO and board of directors during the past two years … yet despite heavy investment in CRM programs, the customer experience has deteriorated."1
This failure to deliver an improved customer experience can be attributed to many enterprises' inability to effectively manage the increasing number of customer interaction channels that have arisen over the past several years due to new technology advancements such as wireless.
In fact, as stated by Forrester Research: "Many [enterprises] have spent the last few years experimenting with treating each [customer] channel independently . . . this has led to duplication of content, inconsistent content usage, [and] redundant processes . . . "2
To address this challenge, enterprises are in need of the right technology infrastructure to automate the customer experience management process, much like ERP (Enterprise Resource Planning) and supply chain management systems are used within enterprises today. With its proven heritage in customer experience, market-leading solution and platform capabilities, and extensive partner organization, Interwoven is uniquely qualified to provide enterprises with the industry's first end-to-end solution to automate the customer experience management process. Currently, more than 1,000 enterprises and professional services firms already rely on Interwoven to deliver an optimal customer experience including Allstate; Avaya; Bank of Tokyo; Blue Cross Blue Shield of Massachusetts; BT; Channel 4 in the UK; Chrysler; DLA Piper Rudnick Gray Cary; Ericsson; Far EasTone Communications; First National Bank; Hilton Hotels Corporation; HSBC; JetBlue Airlines; Pinsent Masons; Sun Microsystems; and many others.
"As global companies continue to shift their focus from cost-cutting to creating new revenue-generating opportunities, delivering an improved customer experience has risen to the top of the priority list," said Michael Maziarka, director at InfoTrends Inc., the leading market research and consulting firm for digital imaging and document solutions. "However, what companies are quickly discovering is that, unlike many other enterprise systems, there is no one solution to automate the Customer Experience Management process, often resulting in a very disconnected and inconsistent experience for customers, as well as redundant processes and rising costs. With its new Customer Experience Solution and growing partner ecosystem,Interwoven is helping to automate one of the last critical frontiers of the enterprise. With a focus on how information will be used, rather than how it is stored, the solution is sure to deliver huge benefit to both enterprises and its customers."
The new Interwoven Customer Experience Solution provides enterprises with an end-to-end offering for the management of content from creation to publishing including: Web Content Management and Publishing; Digital Asset Management; Content Distribution and Provisioning; Content Intelligence and Metadata services; Document Management; and new on-demand print and wireless publishing capabilities. As a result, enterprises can:
- Strengthen customer loyalty-By providing higher-quality customer interactions, enterprises can keep customers more satisfied, decrease defections, increase sales growth, and optimize lifetime customer value.
- Achieve unified brands, messages, and corporate image-Enterprises can achieve a consistent customer experience across all touchpoints and all geographies, so customers receive information that is accurate and up-to-date, no matter what channels they use or where they live.
- Accelerate worldwide product launches and promotions-By supporting all processes from collaborative creation through global publishing, the Interwoven solution enables enterprises to create customer content that can be used immediately around the world.
- Optimize customer process efficiencies-The Interwoven solution automates manual processes, prevents redundant work, and optimizes efficiency, often enabling enterprises to reduce the costs of providing customer information by 70 percent or more.
- Provide regulatory compliance and security-The Interwoven solution enables compliance with government regulations and corporate standards, including privacy directives for customer data and transaction records, protecting companies against legal exposure and security breaches.
Global leaders realize strong ROI with Interwoven customer experience management
Hilton achieves content localization success
Hilton Hotels Corporation operates over 500 hotels worldwide. In 2002, the company outlined an aggressive strategy to build a series of highly personalized and localized websites for its largest markets, including the UK, Germany, and Japan, in order to provide the best possible customer experience across all of its key markets. However, in realizing this key business objective, Hilton faced numerous challenges, including the translation and editing of more than 4.5 million words of content and over 25,000 individual content files.
"With the help of Interwoven and its partner Translations.com, Hilton has been able to improve customer experience worldwide through the delivery of localized content across our global Web properties, providing customers with the most relevant experience," said Tim Davis, senior vice president, Commercial Development & Information Services ;at Hilton Hotels Corporation. "Achieving true e-commerce success is no easy task when you have to take into consideration multiple languages, cultures and consumer behavior, but we've been very successful, and have streamlined efficiencies and improved content re-use, while also saving more than $1 million in the first year."
Telecommunications giant boosts customer satisfaction through self-service
As a leading global IT and networking company whose network spans 120 countries and supports 300 million customer calls a day, BT began its 'Netcentricity' program in 2003 to strengthen customer relationships and encourage increased online transactions. To remain a frontrunner in today's highly-competitive telecommunications industry, BT considered its transformation from a traditional telecommunications company into an eCompany-providing its customers with Web self-service at every opportunity-as a major strategic objective. As a result, the telecommunications giant turned to Interwoven to help it achieve its key objective of improving the customer experience, which resulted in the transformation of dozens of disparate, disjointed, and increasingly difficult to manage websites into an integrated, automated, and easy-to-use customer self-service environment.
"Interwoven is helping BT boost customer satisfaction and reduce our customer support costs by millions of dollars as our customers can now utilize a robust and easy-to-use self-service site to address their many needs," said Stephen Stokols, director of BT's Netcentricity program. "Interwoven has been a strong partner for us in our ongoing efforts to provide customers with the best possible experience."
Healthcare Leader Provides Members and Providers with Enhanced Service
Blue Cross Blue Shield of Massachusetts utilizes multiple Interwoven solutions across the enterprise to address a broad spectrum of business needs, including disaster recovery, regulatory compliance, and the creation and management of an innovative and award-winning website within the healthcare industry. As part of its focus on customer experience, BCBSMA is leveraging Interwoven to empower content owners across the organization to directly contribute to its various Web properties, thereby ensuring that both providers and patients always have access to the most current and relevant information.
"Our Interwoven implementation has evolved over the past few years from a targeted Web Content Management solution to a truly enterprise-wide implementation that has enabled us to deliver an enhanced overall experience to providers and members," said Frank Enfanto, vice president of health care service delivery at Blue Cross Blue Shield of Massachusetts. "Interwoven understands the importance of providing an optimal customer experience at all times, and their targeted technology has enabled us to successfully address this key business objective, while also helping us realize increased operational efficiencies and streamline key compliance processes."
Avaya Achieves Personalized Content Delivery
Avaya designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the Fortune 500. As a result of its extensive worldwide presence-including multiple customer websites specific to various countries and regions-Avaya was faced with the challenge of creating an integrated online experience for its customers, partners, and global sales teams. Avaya's ultimate goal was to provide these key audiences with highly personalized, timely and brand-consistent product and company information across every online channel worldwide. The company turned to Interwoven to help it achieve this objective.
"Interwoven has made it possible for us to deliver personalized, customer-facing content to local markets throughout our organization quickly, efficiently, and in perfect synchronization," said Renee Rodgers, vice president at Avaya.com. "As a result, Avaya has achieved a dramatic return on investment, including redeploying 90 percent of our publishing team, reducing the amount spent on publishing vendors by almost 75 percent, and improving end user content satisfaction by 20 percent over the past year. Moving forward, we plan to extend our Interwoven customer experience implementation to encompass customer self-service, enhancing our customers' overall experience with Avaya."
"To attract new customers, retain current ones, and drive revenue growth, companies must be able to successfully deliver a consistent and relevant experience across all customer touchpoints-from the Web, to the call center, to the physical stores, and more," said Bill Seawick, chief marketing officer at Interwoven "However, until now, this has been an extremely difficult objective to achieve as companies have had to cobble together disparate technology systems and often rely on manual, time-consuming processes to ensure a consistent and optimal customer experience. With our new Customer Experience Solution, Interwoven is empowering enterprises to effectively address this challenge with the industry's first offering to automate the end-to-end process. We're looking forward to helping companies across all vertical markets drive new revenue opportunities through increased customer satisfaction and loyalty."
Availability
For more information on the Interwoven Customer Experience Solution, please go to www.interwoven.com.
Previously-recorded customer experience webcasts with Interwoven customers can also be accessed.
1 Gartner, "Key Issues for CRM Strategy and Implementation," February 2006
2 Forrester Research, "Trends 2006: Web Content Management; Focus Shifts From Managing Content To Supporting Customer Experiences," February 2006
About Interwoven
Interwoven, Inc. (NASDAQ: IWOV) is a global leader in content management solutions. Interwoven's software and services enable organizations to maximize online business performance and organize, find, and govern business content. Interwoven solutions unlock the value of content by delivering the right content to the right person in the right context at the right time. Over 4,700 of the world's leading companies, professional services firms, and governments have chosen Interwoven, including Airbus, Amnesty International USA, Avaya, BT, Cisco, Citi, Delta Air Lines, DLA Piper, FedEx, Grant Thornton, Hilton Hotels, HKMP LLP, Hong Kong Trade and Development Council, HSBC, LexisNexis, MasterCard, Microsoft, Samsung, Shell, Sky Italia, Qantas Airways, Tesco, Virgin Mobile, and White & Case. A community of over 25,000 developers and over 300 partners enrich and extend Interwoven's offerings. To learn more about Interwoven, please visit www.interwoven.com.
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