1-800-Flowers (US)
|
Web callers can chat to sales representatives using eShare Technologies' netAgent chat software. Customer calls per rep have increased from 4 customers sequentially at 3 minutes each (12 minutes in total) to 4 customers concurrently within 6 minutes. Email and processing costs have dropped 30%. | INSIDE 1to1 11 Feb 99
|
| 1800USAHOTELS (US) | Visitors to the hotel's web site can click on a "Call Me" button, enter a message identifying their needs, and within minutes receive a telephone call from a representative. Within 4 months on-line hotel bookings have risen 30%. | INSIDE 1to1 11 Mar 99 |
| billserv.com, Inc | Allows consumers to pay their bills on-line. Running a pilot with San Antonio Water System (US). Billserve.com will also establish its own portal to allow free bill payment to companies that don't provide that service themselves. To be funded by advertisements. | INSIDE 1to1 15 Apr 99, 6 May 99 |
| Booker Foodservices (UK) | The company's web site allows caterers to place orders, control replenishment of stock, and plan menus. It also allows Booker to communicate special offers and promotions. Uses CommerceMagic software. Customers include many fast food outlets. | Internet Business Jun 99 |
| Bras Direct (UK) | On-line ordering of bras & underwear. | |
| British Airways World Cargo (UK) | After making a freight booking a customer can print a unique barcode label which they can then attach to the goods. This reduces errors and speeds handling as well as enabling the cargo to be tracked on its journey. | Internet Business Jun 99 |
| British Midland (CyberSeat) (UK) | On-line booking of airline seats. | |
| Carphone Warehouse (UK) | On-line selection; check stock levels; reserve; coverage maps. Phase 1 from Oct 96; full June 97. | |
| CD Direct (UK) | On-line ordering of CD ROMS & CDi. | |
| CheckFree | Allows consumers to pay their bills on-line. | INSIDE 1to1 15 Apr 99 |
| Cisco Systems (US)
|
Takes 40% of orders worth about $9 million per day via the Internet. Also delivers customer service, enables order tracking, and software downloads. Has about 500,000 visits per month saving the company $270 million in operating expenses. | INSIDE 1to1 5 Mar 98
|
| Cox Enterprises | A media conglomerate that uses Big Science Co. avatar (humanoid) and natural language processing to answer web visitors queries, for example "Where is the closest film cinema?". | INSIDE 1to1 30 Jul 98 |
| Digital Taxi (NL) | Customers can order and pay for taxis over the web and get confirmation by telephone, fax or e-mail. Itineries can be defined. | INSIDE 1to1 6 May 99 |
| e-STEEL (US) | Matches suppliers and buyers of steel. Buyers can post a request, negotiate on price and receive offers tailored to them; or sellers may opt to auction an item. Buyers and sellers identity are kept confidential. Sellers pay commission on each sell. Sellers can offer the same product to different customers under different conditions. Buyers may send inquiries to one supplier, several preferred suppliers, or to a universe of potential suppliers. Uses s/w from BroadVision. | INSIDE 1to1 25 Mar 99 |
| Fisher Price (US) | Web site suggests suitable toys given age, gender and price range, or the occasion or type of toy. Expectant parents can use the Registry to customise a list of appropriate toys and then send the list via e-mail to friends and relatives. | INSIDE 1to1 25 Jun 98 |
| Holophane Corp (US) | Sales reps use notebook computers to synchronise order entries with the central manufacturing system and remote offices. By removing bottlenecks inherent in the previous manual system, customer needs are met quickly, errors are reduced, efficiency improved and customer relationships enhanced. Further prices and product options can be changed to reflect market conditions. Software is provided by Pivotal Software Inc.. | INSIDE 1to1 21 Jan 99 |
| imandi.com | Matches consumers and merchants. Consumers define their requirements with the system providing help and advice (e.g... what to include in a house repair job). This is then sent anonymously to the merchants. When these are presented to the consumer the system adds personal testimonies from previous customers. As of June 99 there are 100,000 businesses in 25 different categories. | INSIDE 1to1 10 Jun 99 |
| Indianapolis/Marion County, Ind. (US) | Allows drivers to pay their parking fines on-line. | INSIDE 1to1 15 Apr 99 |
| Internet Book Shop (UK) | On-line ordering of books. | |
| Intraware (US) | Online software shop with "IT Knowledge Center". Provides research service on products available, test reports, best-of-breed offerings, and enable clients to demo them on-line. Gold Membership members (who pay $1,500 to join), gain access to special analysis tools and personalised responses to questions on particular products and services. | INSIDE 1to1 10 Dec 98 |
| iQVC (US)
|
On-line department store with over 100,000 items. | The Pool Jan 97
|
| J Sainsbury (UK) | On-line ordering of wine. | |
| Liz Claiborne (@MARKET) (US) | Fashion designer allows retailers to view garments on-line in a virtual showroom. They can zoom into fine detail (e.g... stitching), mix and match garments to create custom outfits, obtain product specifications, and receive advice. Uses OpenPix Internet imaging software from HP. | INSIDE 1to1 11 Feb 99 |
| Quicken (US) | Allows consumers to pay their bills on-line. | INSIDE 1to1 15 Apr 99 |
| ReliaStar (US) | Financial and insurance services company has used middleware to link 50 unconnected legacy systems so as to improve customer service. Customer profiles are provided including preferences and requests. Tools facilitate cross-selling and lead generation. System uses "SpeedWorks" from Cambridge Technology Partners. | INSIDE 1to1 14 Jan 99 |
| RWD Technologies | A SAP systems integrator that uses Big Science Co. avatar (humanoid) and natural language processing to answer web visitors queries. | INSIDE 1to1 30 Jul 98 |
| Smart Box (US) | Secure and climate-controlled home storage box available to multiple vendors. Has web access to confirm that deliveries have taken place. | INSIDE 1to1 9 Jul 98 |
| South West Airlines (US) | On-line booking of airline seats. | |
| Stein Roe & Farnham (US) | Offers full Internet mutual fund transaction capabilities. | INSIDE 1to1 22 Jan 98 |
| Tyrwhitt (US?) | EDS has built web site to sell Tyrwhitt's shirts and is paid through a percentage cut on each sale. | Computing, 9 April 98, p3 |
| University of Minnesota (US)
|
Students use the Web to register for classes, calculate tuition and book costs, apply for admissions, order transcripts, calculate GPAs, determine weekly budgets, etc....... They can also create a personalised class, study and social schedule. | INSIDE 1to1 12 Mar 98
|
| VerticalNet (US) | Business to Business service that matches suppliers with purchasers. Over 30 different vertical markets are supported. Suppliers can list clients and show examples of their goods or describe their services. Purchases can use search engine to define requirements. | INSIDE 1to1 18 Feb 99 |
| Westminster International (CA) | Company sends advertising e-mail with personalised web id. Those who respond see personalised web page. By answering questions they are presented with various personalised offers on subsequent visits. Typical response rates are 10%. | INSIDE 1to1 14 Jan 99 |
| Whirlpool (KitchenAid) (US) | Pre-purchase information plus personalised answers to question. Also customers can register their appliances on-line and enter competitions in return for providing personal information. | INSIDE 1to1 27 Aug 98 |
| Whirlpool (US) | Pre-purchase information plus personalised answers to question. Also customers can register their appliances on-line and enter competitions in return for providing personal information. | INSIDE 1to1 27 Aug 98 |
Please use our suggestion form.
[Overview of Resources]
[Key WWW Sites related to SIM]
[SIM Example Sites]
[Books, Articles, Newsletters and Other SIM
Resources] [List of UK Financial Services
Companies] [Other Related WWW Sites]
[SIM Overview]
[One to One Marketing]
[Mass Customisation]
[Interactive Mediums]
[STEP Analysis]
[SIM Executive Summary]
[SIM Report]
[SIM Project]
[SIM Framework]
[SIM Methodology]
[SIM Illustrations]
[SIM Links]
[Key Information & Resources] [Guest Contributions] [List of Support Topics] [What's On]
[Contact]
[Company]
[Feedback]
[Publications]
[Publicity]
[What's New]
[Home]
[Site Search Form]
[For a Full list of Contents see the Site Map]
This page last updated 26 Dec 2003 ©Managing Change 1997,98,99 www.managingchange.com