SYS-CON MEDIA Authors: Pat Romanski, Elizabeth White, Yeshim Deniz, Nikita Ivanov, Sean Houghton

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TouchCommerce Customer T-Mobile Wins a Gartner & 1to1 Media CRM Excellence Award for Customer Analytics

TouchCommerce, the innovative leader in custom online engagement solutions for market leading brands, today announced that its customer, T-Mobile, has been recognized in the Gartner & 1to1 Media CRM Excellence Awards for its analytics initiatives, which the company developed together with TouchCommerce. T-Mobile is accepting the Bronze Winner award in the Customer Analytics category at the Gartner Customer 360 Summit, held in Orlando, Florida, May 19-21, 2014. Winners were selected by a panel of judges, including Gartner analysts, 1to1 Media editorial staff, and business experts. This is the tenth year of the Gartner & 1to1 Media CRM Excellence Awards.

“We are extremely honored to have our customer T-Mobile recognized for the customer analytics program we developed together,” said Bernard Louvat, president and CEO of TouchCommerce. “As a team, we’ve achieved some incredible results, and we believe that the recognition from Gartner, the world's leading information technology research firm, and 1to1 Media, a key editorial resource in our industry, validates our efforts.”

The judging criteria in the Customer Analytics category focused on the use of customer data analysis to increase customer engagement and improve business performance. The entry was evaluated against the 8 Gartner CRM Building Blocks – CRM Vision, CRM Strategy, Valued Customer Experience, Organizational Collaboration, CRM Processes, CRM Information, CRM Technology, and CRM Metrics – as well as 1to1’s approach to building profitable customer relationships based on understanding customer needs, behavior and value. Nominees provided examples of how they used customer analytics on an ongoing, strategic basis to optimize the customer experience.

Penny Gillespie, research director of e-commerce at Gartner added: ‘"The 2014 winners all shared the common goal of improving the lives of their customers and recognized the significance of looking at their organizations from their customers' perspective. As these winners demonstrate, nothing great is ever achieved without talking to the customer."’*

In addition to accepting the award at the Gartner Customer 360 Summit on May 19, T-Mobile will also cover key results and successes from the award-winning customer analytics case study in the event’s speaking program on May 20, 2014. The customer analytics component of the presentation will touch on how T-Mobile, with the guidance of TouchCommerce, identified new metrics and processes to improve the customer experience, as well as how new analytics capabilities provided T-Mobile with access to data previously unavailable to adapt policy, procedures, and customer service responses. The customer analytics portion of the presentation will also address how this initiative resulted in dramatic improvements in internal customer satisfaction metrics, as well as decreases in wait time and chat abandonment. Furthermore, the added organizational flexibility enabled T-Mobile to run a successful pilot where a single team of representatives were used to manage both chat and social support at the same time, leading to 25 percent lower average handle times, as well as higher resolution rates all while being able to multitask in the social channels when volume allows.

“When we launched our Un-carrier initiative, which frees customers from the contractual obligations that have been the standard of the wireless industry, we enabled our customers to walk away from T-Mobile at any time, for any reason. This change made the customer experience and customer loyalty even more critical for us than ever before,” said Jen Palmer, director of Knowledge Management & Social Media Service at T-Mobile. “TouchCommerce’s data-driven, analytical approach allows us to maximize opportunities in online customer engagement, and, as demonstrated by this award win, our combined team has produced excellent results.”

To learn more about the Gartner and 1to1 Media CRM Excellence Awards, please visit http://gtnr.it/1l3TqB2. For more information about T-Mobile, please visit www.t-mobile.com/. To learn more about TouchCommerce, please visit www.touchcommerce.com or booth #223 at the Gartner Customer 360 Summit.

About TouchCommerce:

Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real time customer data analytics. For more information, please visit www.touchcommerce.com.

Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.

*Quote source: Gartner and 1to1 Media Announce Winners of the 2014 Gartner & 1to1 Media CRM Excellence Awards

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