The Baseline 2005 ROI Leadership Awards - 'ZIFFPAGE TITLEPublic Sector'

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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% 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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