Chordiant Software
www.chordiant.com
Chordiant Software, Inc. is an enterprise software provider of CRM software solutions that automate operational business processes to meet the needs of service-driven organizations in Retail Banking, Card Services, Lending, Insurance and Telecommunications. Chordiant automates the end-to-end operational business processes that enable the business from the initial communications with customers through to the back-office systems. Allowing companies to leverage their existing infrastructure and customer relationships.
Chordiant focuses on the automation of operational business processes. Their software is designed to address employee productivity, operating costs of end-to-end processing and work management and customer effectiveness. The Chordiant product line is designed to help improve the operational effectiveness and customer results via process-driven applications. All of this is designed to reduce the risk of deployment and increase the return on existing systems and assets and lowering TCO (total cost of ownership).
Chordian Software Lineup
Chordiant Marketing
According to Chordian, Chordiant Marketing software provides universal data access to assist marketers in building their operational marketing and analytical marketing databases. This means existing data sources can be consolidated without the need for a proprietary data-mart, marketers can quickly add new data to their database (e.g. upload a suppression list from Excel) without relying on support from IT.
Chordiant Decision Management
The solution enables those relationship management strategies to be quickly deployed in every customer-facing channel, ensuring that the right proposition, message and terms are communicated to the right customer reflecting your strategy and your customers likely behavior. For each customer, a suitable strategy has to be determined and implemented, steering a course for success using our Fly By Wire methodology. For each customer contact, there is a decision to be made in the light of four important dimensions: whether the customer will respond or buy, defect to a competitor, cause a loss to the company, or recommend the company to others. We refer to these dimensions as The Four Rs: Recruitment, Retention, Risk and Recommendation.
Chordiant Contact Center
The applications automate the operational business processes by integrating and managing the necessary data, applications, processes and systems. Appropriate servicing screens support the opening conversation with server-based CTI and back-end integration to core systems. Automated processes are delivered to the agent in a role-based, unified desktop. The necessary scripts, tasks, relevant product offers and other information guides the agent through the process required to complete customer servicing, make relevant offers and enable fulfillment. Intelligent, real-time offers and recommendations are provided through the capabilities of Chordiant Decision Management, to increase customer recruitment, improve retention strategies, increase up-sell and cross-sell success and reduce business risk during any customer interaction.
This unique approach significantly improves the productivity of customer representatives, lower training and processing costs by decreasing the time to competence, often from weeks to days. The solution also provides a lower cost of operation with a zero-footprint, browser-based agent interface and integrates to existing IT assets to reduce your total cost of ownership.
Chordiant Retail Channel
The Chordiant Retail Channel Solution can help transform branches, agent networks and retail outlets into customer-focused, value-added service centers. Agents, brokers, financial advisors, and customer service representatives are able to provide not only higher and more consistent levels of service, but also be more productive through the ability to receive and manage leads, provide product advisory, make appropriate offers, and undertake fulfillment.
Chordiant Enterprise Platform
The Chordiant Enterprise Platform is the core work management system that drives company specific process-centric applications for automating all service and operational processes in the retail channel, agent offices, contact center, self-service channel and back-office operations. The solution provides for the rapid deployment of process-driven business applications that automate and streamline the end-to-end process from the communications channels with customers to core back office transactional systems.
By automating, optimizing and managing the end-to-end processing of work (servicing tasks and new business requests that originate in the branch, agent offices, contact center, or over the web), organizations are able to reduce operational costs typically by 20-30%, and reduce the time to complete work by 30-40% with reduced errors and handoffs.