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FOR IMMEDIATE RELEASE Consumer Relations Initiatives Gain Altitude at Alaska Airlines, Horizon Air with Help of Astute SolutionsCOLUMBUS, Ohio, March 5, 2004 – Astute Solutions, a leading provider of customer interaction solutions, announced today that ePowerCenter™ has been selected to enhance the customer relations capabilities of Alaska Airlines and Horizon Air. ePowerCenter will help increase the efficiency and responsiveness of consumer relations representatives at both airlines by streamlining workflow and enhancing the routing, data collection, response management and reporting of customer interactions. "Our focus is on delivering for the customer, and certainly, any failure in our product or processes which does not meet customer expectations is something we want to resolve quickly and fairly," said David Palmer, managing director, marketing, for Alaska Air Group, Inc. "After an extensive search we believe that Astute Solutions will help us do exactly that." ePowerCenter enables Alaska Airlines and Horizon Air to integrate multiple channels of customer contact into a single database, including telephone, e-mail, Web, fax and mail interactions, to provide a complete, real-time view of the customer. Customer service representatives will be able to quickly and easily access customer, policy, company, and flight information, while the system’s automated fulfillment capabilities will enable creation of a paperless workflow. "There is a direct relation between the number of interactions it takes to resolve a customer issue and the customer loyalty," said Ray Prentice, manager of consumer affairs for Alaska Airlines. "Our goal is to resolve issues with the first interaction. ePowerCenter will enable us to do that more consistently and efficiently." "I was impressed by how well Astute understood our business and the role their technology could play in helping us accomplish our objectives," said Laura Rodde, manager of customer relations at Horizon Air. "The architecture of the ePowerCenter system allows us to integrate with other databases when we need to and their user interface will allow us to capture better customer data more efficiently." ePowerCenter is the Web-based version of Astute Solutions’ popular PowerCenter™ customer interaction system. PowerCenter and ePowerCenter provide a powerful and flexible contact management platform that improves agent productivity while increasing the value of customer interactions to the organization. Their flexibility, e-mail management capabilities and sophisticated reporting make them ideally suited for airline applications. "Alaska Airlines has traditionally been at the forefront of technology implementation in the airline industry, and we are excited they chose Astute Solutions as the foundation for their customer relations initiative," said Joseph M. Sanda, president and chief executive officer of Astute Solutions. "We are seeing increased interest in improving and growing customer relationships throughout the airline industry as airlines re-invest in technologies that can help increase their competitiveness by enhancing customer service and loyalty." About Alaska Airlines and Horizon Air About Astute Solutions |
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