Morello Picked by AstraZenica for CMS, LinkDotNet Grows 70 Percent, Customer Service 'Most Important' for Auto Insurance, Avaya, Graham Ciboodle

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Morello Picked by AstraZenica for CMS, LinkDotNet Grows 70 Percent, Customer Service 'Most Important' for Auto Insurance, Avaya, Graham Ciboodle

The news as of the second cup of coffee this morning, and the music is …
Morello from Mediasurface, a British content management product provider, has been chosen by AstraZeneca as the sole platform of choice for their Global Web Content Management System

The product will integrate into AstraZeneca's larger Global Sales and Marketing Information Systems initiative including integration with AstraZeneca's Siebel CRM.

Pharmaceutical company AstraZeneca wants Morello to be the sole platform of choice for its new Global Web Content Management System, in what Morello officials are calling "one of the largest content management projects ever undertaken."

Morello will replace AstraZeneca's two existing bespoke WCM systems and a handful of agency based WCM systems as part of their global e-service integration strategy (ESI).

Kay Wesley, Global Director - eMarketing for AstraZeneca, said Morello offered "the best total product by meeting our key business criteria and new business innovation requirements in a way that some more established Enterprise Content Management (ECM) players could not."

AstraZeneca have over 250 content managed sites worldwide, which are a mixture of corporate and country sites, product and therapy sites, community initiatives and charitable causes, with varying numbers of authors and levels of traffic.

The ESI program is a complete integration led by sales and marketing, and wholly supported by IS. An integral part of this project was giving AstraZeneca's e-Marketers and business users control of the Web sites that they managed and were measured on.

LinkDotNet has announced an average annual growth rate for its GCC business of 70 percent over the past five years, and is celebrating its tenth anniversary in the Gulf at Gitex 2007, a show in which it has participated since its entry to the region.

LinkDotNet sells CRM and other software in the Middle East, as a subsidiary of Orascom Telecom.

The company's software development subsidiary, LINK Development, has a service offering today that spans diverse areas like portal & intranet development, e-commerce, Enterprise Integration, CRM and Helpdesk Solutions.

Sherif Dahan, LinkDotNet GCC Territory Manager says, "Our work in software development for the government and private sector has been instrumental in our growth, while our position as a trusted Microsoft Gold Certified Partner in five competency areas has also helped boost our business."

Connect Ads was set up in the region in 2000 when the concept of a dedicated online media house was rare. By operating the largest portal network in the region, comprising MSN Arabia, Hotmail & Windows Live Messenger, along with its own range of portals, Dahan says that the company is raising the standard of online advertising in the Gulf through greater options and reach.

In the area of e-government, Dahan anticipates higher demand for Citizen Relationship Management (CiRM) products, performance measurement tools for public services known as Dashboards, and products that enable delivery of public services through multiple channels and devices.

Avaya's contact center products were honored at Middle East Contact Center Awards, where six of the eleven awards for contact center excellence were bagged by companies that have implemented Avaya solutions.

Initiated by Insight and sponsored by Avaya, the Middle East Contact Center Awards is dedicated to the contact center business in the Middle East. The event is considered a benchmark for the region's estimated 500 contact centers, with about 25 based in the United Arab Emirates alone.

The awards presented at a gala dinner recognized the performance and service excellence of some of the best contact centers in the region. Egypt-based Xceed, one of Telecom Egypt's companies, took home the prestigious Middle East Contact Center OSP of the Year 2007 award for its customized products, and variety of inbound and outbound services.

Nafisa Salah Taha from Abu Dhabi Distribution Company was presented with the Middle East Call Center Manager of the year 2007 award.

Supporting awards were presented to Arab National Bank for Best Call Center-Driven Organisation; BUPA Middle East for Best Call Quality; DHL Express for Most Effective Recruitment and FCR; and Oman Mobile for Most Strategically Efficient Call Center. All of these organizations rely on Avaya contact center products.

Avaya currently supports more than 100 contact centers in the MENA region. It estimates that the contact center market across MENA is growing at more than 50 per cent annually based on the increased focus on customer service in sectors such as financial services, real estate, and telecommunications.

Graham Technology, which sells CRM and other business software and services, has announced that it has been identified as a "Strong Performer" in a report on human-centric business process management for financial services by independent analyst firm, Forrester Research.

Graham Technology was among the select companies evaluated in the August 2007 report, "The Forrester Wave Human-Centric BPMS For Banking and Investments, Q3 2007." The report found that Graham offers "many configurable process templates as well as exceptional cross-channel capabilities."

The report authors wrote that "one comment heard from both references as well as other users in the industry was that Graham Technology was unique in its ability to understand the special needs of the users. Graham Technology 'got it' more quickly than other vendors and was able to bring in projects on time, within budget, and with the required functionality as a result."

Paul White, chief marketing officer, Graham Technology said financial services is "obviously an important sector for Graham Technology and ciboodle.”

A customer's experience with their provider is "the most important element - outweighing brand image - in generating policy renewals," according to the J.D. Power and Associates 2007 National Auto Insurance Study just released.

The study measures customer satisfaction with auto insurance carriers across five factors. In order of importance, they are: interaction, policy offerings, billing and payment, price and claims.

For an eighth consecutive year, Amica Mutual ranks highest in customer satisfaction, followed by Erie, GEICO and State Farm, respectively. American Family and Auto-Owners rank fifth in a tie. USAA, a financial services provider open only to the U.S. military community and their families, and therefore not included in the rankings, also achieves a high level of customer satisfaction.

The study finds that satisfaction with the overall insurance experience accounts for 45 percent of the customer commitment model, which specifically measures a customer's propensity to remain loyal to their insurer. Among customers who indicate high levels of satisfaction with their carrier overall, 88 percent said they "definitely would" renew their policy with their auto insurance provider.

Conversely, only 16 percent of customers who report low levels of satisfaction said they would definitely renew their policy.

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