Crossroads 2002 A-List Award Winners

EnvoyWorldWide
Billerica, MA

Envoy Xpress
> Business Critical Communication Service

CUSTOMERS AT WORK

Enterprises reach out to employees, partners, and customers through a complex network of applications, networks, and devices. Stakeholders value personalized communication, but one-to-many outreach is expensive to coordinate. EnvoyWorldWide’s customers want to communicate business-critical and time-sensitive information reliably. A financial institution, an information service provider, and a high-tech software provider were among the reference customers. Strategic objectives included:

§ Sending personalized, business-critical information

§ Reaching people globally through multiple communications media

§ Reducing contact center costs

WHY ENVOYWORLDWIDE?

EnvoyWorldWide provides a hosted service that delivers outbound messages instantly, personally, and simultaneously. EnvoyXpress is an internationally proven service, available through a browser-based UI or an XML-based API. Companies leverage email, text messaging, fax, pager, PDA, WAP and real voice communication channels. Companies can configure business rules for communication types and escalation policies. Recipients can also use additional self-service functionality to profile how and when they want to receive messages via EnvoyXpress.

BUSINESS IMPACT

Near-term value: A number of customers are using the EnvoyXpress service to broadcast dynamic info that is in demand and creates spikes for call centers (e.g., blackout alerts, daily balance info). One company has used the service to replace manual courtesy calls for late-paying customers. The company has improved customer service and reduced the burden on their resource-constrained call center.

Enterprise innovation: Many companies measure customer satisfaction in terms of how much impact they have on their customers’ success. Guaranteed communication puts the right information for decision making into the customers’ hands. A number of companies reported that these EnvoyWorldWide-based services create a distinct advantage for them in their marketplace.

Technology gains: EnvoyWorldWide represents one-stop shopping for technology teams racing to keep up with an ever-growing array of devices and telco providers in the market. EnvoyWorldWide’s managed service approach allows customer organizations to remain focused on their core business and avoid the challenge of managing the proliferation of devices and multiple telecommunications providers globally.

SUCCESS FACTORS

Project strategy: Current EnvoyWorldWide customers stress that project leaders need to focus on desired outcomes and map them back to people, processes, communications, and target devices.

Learning: Client organizations find the service easy to use, but they stress the need for training internal developers on the requirements for profiling users and communications modes (e.g., business rules for applying voice messages).

Resources: Companies found that they had to integrate the EnvoyXpress service with internal participant data sources. In a number of cases, the significant internal work that was required extended the project.

Fit: Companies that rely on time-sensitive information or provide it as a service should consider EnvoyXpress as a managed service foundation for their outbound messaging operations.

COMPANY INFO

EnvoyWorldWide is a private company with 45 employees.

978.670.0023
www.envoyww.com
Published: January 2002