The Baseline 2005 ROI Leadership Awards - 'ZIFFPAGE TITLECustomer Service'

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Customer Service

Company Audiovox Corp.

Annual Return 2,288%

Project: Consumer electronics maker Audiovox had more phone and e-mail inquiries than it could handle. The number of queries about products strained customer service operations, increased expenses and delayed responses. To ease the pressure, Audiovox used RightNow Technologies' Service software to build help features into its Web site. Customers can now find answers to questions online, using Web forms rather than conventional e-mail. The customer service staff tracks the forms to respond faster to more detailed inquiries.

Benefits: With fewer phone inquiries, Audiovox increased staff productivity, improved the quality of service and retained more customers.

The Winners: Grand Prize: Company:American Express Annual Return: 2,736.1% Productivity and Operations: Company: SBC Annual Return: 1,191.7% Growth: Company: InterContinental Hotels Group Annual Return: 847% Customer Service: Company: Audiovox Corp. Annual Return: 2,288% Supplier Coordination: Company: GlaxoSmithKline Annual Return: 5,451% Performance Management: Company: GlaxoSmithKline Annual Return: 2,212.2% Data Management: Company: LyondellChemical Annual Return: 193.2% Business Intelligence: Company: Avendra Annual Return: 193.2% Public Sector: Company: University of Houston Annual Return: 2,354.3% Decision Support: Company: State of Missouri, Office of Information Technology Annual Return: 546.3% Planning: Company: SkinCeuticals Annual Return: 1,184.6% Justification: Company: Medical Mutual of Ohio Annual Return: 230.9%

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