On Tuesday, ClickFox's customer, Sprint, received the prestigious Gartner & 1to1 Media Gold CRM Excellence Award for outstanding customer strategies that produce impressive business results. Below is an excerpt from 1to1 Media's Customer Centricity Wins article titled "Sprint Nextel’s Leadership Makes Customer Experience a Top Priority." The article goes into further detail about how the telecommunications company has improved retention and service levels while cutting costs:

Partnering with ClickFox, Sprint began to analyze cross-channel behavior trends and issues of each segment to see customers’ complete paths across all service touch-points. This helps to flag customers who require targeted support, whose contracts are about to expire, and the like. The company integrates many of its supporting customer service solutions providers through its cross-channel analytics platform, including Merced’s performance management suite, Sprint's internal CRM system, and Enkata’s first-contact resolution tools. Doing so provides Sprint with a centralized view of its customers, which is fed with customer satisfaction, CRM, and churn data to identify hidden connections between interactions and customer loyalty, and to help plan marketing campaigns and determine website content. Sprint can correlate customer satisfaction results with churn data to understand the direct impact of poor scores on a customer’s likelihood to leave, as well as on future buying patterns. This cross-channel analysis has led to never-before-seen insights into customer pain points driving dissatisfaction and churn. For example, Sprint uncovered an issue preventing many customers from activating new phones via self-service. Customers who were unable to successfully activate their phones transferred to live agents who weren’t empowered to handle the issue, so customers were referred to the retail store. This resulted in customer returning phones and canceling service plans.

The entire article is available here (no registration required).