By Briana Hallstrom  |  Posted 2005-07-08 Email Print this article Print

Returns on investment for the Baseline ROI Leadership Awards handily topped 1,000%, courtesy of the Internet.

Public Sector

Company University of Houston

Annual Return 2,354.3%

Project: With annual budget cuts running at 5% to 10%, the University of Houston faced increased pressure to recruit and retain students. The university implemented an automated customer service system to answer students' questions about items such as admissions, financial aid and campus security quickly and accurately via the Web. With RightNow as its core technology, the university can deliver more answers in less time, and save money by cutting phone-call volume.

Benefits: Students use the university's Web site to get answers, cutting phone workloads and the labor costs associated with staffing call centers.

The Winners:
Grand Prize:
Company:American Express
Annual Return: 2,736.1%

Productivity and Operations:
Company: SBC
Annual Return: 1,191.7%

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%

Company: SkinCeuticals
Annual Return: 1,184.6%

Company: Medical Mutual of Ohio
Annual Return: 230.9%


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