Catalina Express finds smoother sailing

Article Abstract:

Catalina Express has installed the Prime Time agent-scheduling software to gain more control over its call-center scheduling. The software, which is provided by Mountain View, CA-based Blue Pumpkin, allows Catalina Express to account for changes in weather, advertising response rates and other factors. Its biggest time-saving property is its direct ties with the phone switch which allows it to record call volume at 15-minute intervals for four weeks at a time.

Ferry Services, Inland Water Passenger Transportation, Catalina Express

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Fortis Health incorporates CRM into new call center

Article Abstract:

Milwaukee, WI-based health insurer Fortis Health was able to build a call center that meets the modern needs of its customers by installing a customer relationship management (CRM) system. The system was provided by Lucent Technologies as part of the $2.5-million contract awarded by Fortis to upgraded its telecommunications system. Lucent claimed that Fortis would save $200,000 a year and boost productivity by 10% to 15% with the new CRM system.

Direct Health and Medical Insurance Carriers, Medical Care Insurance, Health insurance, Fortis Health

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Catalina taps into pet supply niche

Article Abstract:

Catalina Marketing Corp. has agreed to supply PetsMart with computerized coupon printers, marking the first time Catalina's marketing network division has inked such an agreement with a specialty retail chain. The printers, which dispense coupons at the retail counter based on scanner information, will be installed at 455 PetsMart stores starting Aug 1999. The biggest market for the Catalina printers has been the supermarket and hypermarket segments.

Marketing procedures, Other Commercial and Service Industry Machinery Manufacturing, Imprinters NEC, Labelers (Machinery), Catalina Marketing Corp.

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