COLUMBUS, Ohio, August 3, 2010 - Astute Solutions (www.astutesolutions.com) today announced that it acquired customer experience innovator, Gamma Engineers, Inc. With the addition of the company's Gamma Smartphone Platform™ (GSP) and Social Relationship Management (SRM) technology, Astute Solutions expands its customer relationship management (CRM), contact center, and knowledge management portfolio to address the growing need for comprehensive social CRM and mobile solutions.
Together, the capabilities of Astute Solutions' ePowerCenter™, RealDialog™ and SRM technologies close the gap between gathering social network data and strengthening customer relationships. They will be integrated to provide companies with a fast and effective means for understanding, analyzing and responding to relevant social media communications. Through the social CRM solution, enterprises will gain actionable insights that drive continuous improvement. Key capabilities include:
- An analytics engine capable of analyzing millions of interactions on the social Internet to determine the content, context and sentiment of each conversation
- Business rules and processes to triage the right information to the right resources in real-time
- Social interaction products that enable companies to proactively engage individuals and/or groups within social media websites
- The ability to link social profiles to customer records to deliver a holistic experience
- High level dashboards that provide business intelligence, indicate trends, measure brand health, and provide heat maps of conversations
- Detailed analytics for marketing, product development and operations
The solution will enable customer service and marketing departments to execute and support high-impact social CRM strategies. Its uses will include identifying and responding to customer issues, strengthening customer relationships through two-way communication and collaboration, generating positive word-of-mouth, educating customers and prospects, gaining insights for product development, increasing brand awareness, and more.
Astute Solutions is leveraging Gamma Engineers' GSP to develop customized, feature-rich mobile applications for vertical industries such as travel and hospitality, banking, health care, retail, and insurance. This includes applications for customer self-service, location-based services, account management, quick access to "live" assistance, and one-to-one marketing.
GSP is a business-to-consumer (B2C) smartphone application managed from a single source, across the enterprise. Its capabilities include geolocation features, geofencing features and the ability to request to be called by the contact center. Earlier this year, Gamma Engineers was named to Gartner's prestigious "Cool Vendors of 2010" list in the "Enterprise Mobility" category.
"By enabling enterprise-wide access to service knowledge and real-time insight into customer feedback, organizations like ScottsMiracle-Gro are succeeding at delivering the service information their customers want through their channel of choice," said Sumair Dutta, senior research analyst, Aberdeen Group. "As Best-in-Class companies look to increase investments in live chat, social media, and SMS—among other communications tools and platforms—they are leveraging effective knowledge management as the backbone of their multi-channel service strategies."
"Customer demands are accelerating the need for effective social media and mobile service channels, but companies are still not sure how to monitor, manage and leverage these interactions and conversations," said Astute Solutions' President, Joseph Sanda. "With the acquisition of Gamma Engineers, we will introduce social CRM and mobile solutions that enable companies to make meaningful connections with their customers, while improving business. Our technologies combine to distinctly meet enterprise-wide service, marketing and sales objectives."
Under the leadership of Co-Principals Alex George and Casey King, Gamma Engineers, Inc. has helped leading global brands analyze, streamline and build call centers and customer service organizations from the ground, up.
"Astute Solutions shares our commitment to enabling service improvements and process efficiencies through technology innovation," said King. "As a result of the acquisition, our customers and target industries will benefit from comprehensive social CRM and smartphone applications that strengthen customer relationships and deliver valuable customer insights for increased competitive advantages."
About Astute Solutions
Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through customer service excellence. Its user-friendly ePowerCenter™ and RealDialog™ solutions provide the robust capabilities companies need to deliver efficient, high-touch, and high-quality service; while ensuring consistent and accurate responses across all communication channels. Moreover, Astute’s solutions capture actionable “voice of the customer” feedback that leads to improved products, services and operations. By partnering with Astute Solutions, leading companies across a variety of industries achieve exceptional ROI by reducing overall interaction and operational costs, improving agent performance, retaining more customers, delivering market-leading products and services, and increasing revenue. For more information, visit http://www.astutesolutions.com.