Remington Arms Base Case

Headquarters: 870 Remington Drive, Madison, NC 27025

Phone: (336) 548-8700

Business: Manufacturer of rifles, shotguns, ammunition and accessories.

Technology Project Leader: Sam Grecco, vice president, e-business

Financials in 2002: $403 million in sales

Challenges: Provide rich product information to customers with Web site; strengthen relationship with gun buyers and retailers; and cut costs on marketing and support materials.

Baseline Goals:

• Reduce number of weekly customer phone calls, from more than 11,000 to 8,000.
• Shrink the rate of abandoned service calls, from 12.1% to 3.4%.
• Reduce time needed to respond to customer e-mails, from more than a week to less than two days.
• Eliminate $100,000 in magazine distribution and printing costs.