Octane Software Delivers Next-Generation Customer Care to Autoweb.com
13 December 1999Octane Software Delivers Next-Generation Customer Care to Autoweb.com
Octane 99 Helps Drive Sales, Service and Marketing at Leading E-Commerce Site SAN MATEO, Calif., Dec. 13 Octane Software, Inc.(TM) today announced that Autoweb.com , the leading consumer automotive Internet service (http://www.autoweb.com), has selected the Octane Internet Relationship Management (iRM) suite to ensure that consumers and member dealers receive world-class sales and customer support. The software will be used by Autoweb.com to integrate the delivery of call-center customer service, Web self-service, sales interactions, and outbound e-mail marketing campaigns among consumers, member dealers and other commerce partners. After evaluating the traditional client server-based CRM products, Autoweb.com chose to partner with San Mateo, Calif.-based Octane Software to replace its internally developed sales and customer support applications, and integrate these with its financial and marketing systems. The only relationship management application built on a Web-centric architecture specifically to meet the needs of Digital 1000(TM) companies, the Octane system offers the flexibility and scalability to meet Autoweb.com's business needs during its rapid growth. Autoweb.com is working closely with Octane's Professional Services Group on the implementation. According to David Greene, vice president of Sales and Dealer Network Operations at Autoweb.com, "Many companies have point-in-time solutions that meet their needs today. However, with the speed at which e-commerce changes, we determined that it was critical to have a partner with a robust solution applicable to current business realities, which could adapt instantly to changing market dynamics and be equally valuable at every stage of our growth." The Octane deployment will enable Autoweb.com sales representatives to quickly and easily manage all interactions with its network of member dealers across multiple communication channels (e.g., Web, e-mail, phone). According to Greene, "It is our job to ensure that consumers receive the best on-line automotive buying experience available, anywhere. Fundamental to this is continuing to provide our network of more than 5,000 top quality member dealers with the tools they need to be successful. With Octane, we are using cutting-edge technology to provide elegant solutions for member dealers wherever they stand in the technology spectrum." For example, a consumer interested in buying a car can enter the requirements on the Autoweb.com site to initiate a purchase request. The request is captured and sent to the Octane system, where an Autoweb.com sales representative manages the opportunity through its various stages, including qualification and delivery to an appropriate member dealer. Through a single interface, Autoweb.com sales representatives will be able to view the entire customer history of interactions across multiple communication channels. This makes the sales representatives more efficient and the customer experience faster and easier. At the same time, the system provides robust Web self-service and e-mail management capabilities. Throughout the process, the Octane application collects valuable customer data used for e-mail marketing campaigns, forecasting business intelligence analyses, consumer experience personalization and data mining. "With an increasing number of consumers shopping and researching big ticket items online, iRM is playing a greater role in e-business success," said Rob Loughan, senior vice president of worldwide sales and service at Octane Software. "Autoweb.com is a company that puts the customer first and responds to their needs. We applaud their management and technology team for looking at the long-term benefits of partnering with a company like Octane that shares the same vision for next-generation customer care." About Autoweb.com Autoweb.com is the leading consumer automotive Internet service, guiding consumers through every stage of vehicle ownership. From research and buying, to enjoying, maintaining and selling, Autoweb.com delivers what consumers want. Starting with comprehensive, unbiased automotive research, Autoweb.com also provides many options to buy new and used autos through its auction, dealer referral and direct-to-consumer commerce channels. Autoweb.com works with over 5,000 Member Dealers and other commerce partners to provide the best experience at every stage of vehicle ownership. For more information, please visit http://www.autoweb.com. About Octane Software Octane Software, Inc. is the leading provider of Internet Relationship Management (iRM) applications and infrastructure, tailored for the success of today's electronic businesses -- The Digital 1000. Built by a team of electronic customer relationship management (eCRM) industry experts, Octane is focused exclusively on providing its Digital 1000 customers with real-time, interactive customer care to compete in the new e-business economy. With Octane, fast-moving companies are experiencing increased customer acquisition and retention, along with improved operating efficiencies and greater competitive power. Octane's customers include leading e-businesses such as Ask Jeeves, Critical Path, e-assist.net, SEND.COM and Switchboard.com. Headquartered in San Mateo, Calif., with sales offices in Atlanta, Boston, Chicago, Phoenix and London, Octane can be reached toll free at 877-4OCTANE, via e-mail at firstname.lastname@example.org, or on the Web at http://www.octanesoftware.com. NOTE: Octane, Octane Software, and Digital 1000 are trademarks of Octane Software, Inc. Other company and product names used in this publication are for identification purposes only and may be trademarks of their respective companies.