Avtex Acquires Webfortis

Big news at Avtex! We’re excited to announce our acquisition of Webfortis, a dedicated Microsoft Dynamics CRM partner headquartered in San Francisco.

For over 15 years Webfortis has been designing and building custom CRM systems for every industry. As a Microsoft Gold Partner, Webfortis is a nationally recognized thought leader in system integration and an expert in deploying software applications across the Microsoft product lines, including Office 365, SharePoint, Parature, Power BI, Dynamics Marketing, Social Engagement, and SQL Server.

Built around a strong partnership with Microsoft and a dedication to maintain their technological edge, the Webfortis commitment to quality and customer experience aligns well with Avtex.  We believe unique CRM solutions are an integral part of a complete CX technology strategy. As Avtex CEO George Demou said, “This acquisition is a good fit for both organizations, and it helps round out Avtex’s vision of helping our customers achieve a ubiquitous approach to customer experience technologies.”

“Avtex has a proven history of delivering exceptional customer experiences,” said Marc Wolenik, CEO of Webfortis. “This acquisition represents a strategic opportunity to expand and enhance the customer desire to have unified and intelligent engagements.”

The acquisition will implement the additional resources, support and custom applications available to further leverage the Microsoft Dynamics CRM platform. It also expands our national footprint, providing us with sales offices in Walnut Creek, LA and Washington, DC.

You can read our press release here.

Nautilus Case Study

We recently worked with Nautilus to help them improve their customer experience and increase the effectiveness of their customer care organization. Since 1970, Nautilus has been a revolutionary force in the fitness world. Offering a quality product to it’s customers is only one of the organization’s goals – they are also committed to providing exemplary customer service and support. This is a challenge for many companies, and Nautilus faced the additional challenge of riding out the ripples of the 2008 recession and the impact it had on revenues and profitability.

By employing the Customer Experience Optimization approach, the team at Avtex, alongside the leaders at Nautilus, worked to identify opportunities to improve customer service.

Check out the full case study and see how Nautilus has experienced increased efficiencies across the customer contact center and how these changes have impacted the entire organization!

It’s a New Year… are you easy to do business with?

It’s a brand new year, and for many organizations that means taking a brand new look at their organization and asking themselves, “Are we easy to do business with??” It’s a great time to take a look at several areas to review as you try to determine if your organization is easy to do business with. Here are three important areas:

Your Technology

As the interaction habits and preferences of consumers change, so too must your technology. Without upgrading technology on a regular basis, your organization may lack the ability to offer consumers the communication channels they desire. Your organization may also struggle to manage consumer interactions in an efficient and effective way.

New technology, such as video-conferencing tools as well as improved technology, like enhanced customer interaction center software, has had a significant impact on consumer interactions. By maintaining current technology, your organization stands to offer the best possible experience for customers and potential customers alike.

Have you invested in Customer Experience (CX) technology? Do you have agents who understand how your current technology works? And are you using your current technology to its full potential?

Conduct routine reviews of your technology and technological practices to ensure that you are able to offer the types and quality of interactions your customers demand.

Social Media

Social media platforms have become one of the most popular ways for customers to interact with businesses. Unfortunately, they are also one of the most common pain points for organizations attempting to conduct routine customer interactions.

All too often, companies devote too little resources to maintaining social media presence. When this happens, consumers who expect fast and effective communication via social media are left wondering whether the organization cares about their problems. And, as social media platforms are widely open to the public, one consumer’s poor experience quickly becomes common knowledge in his or her social circle, and the organization’s own presence.

In short, a poorly handled or under-invested social media presence serves little to no purpose; in fact, such a social media effort can lead to customer dissatisfaction. Conversely. a well-run social media effort can lead directly to customer satisfaction and loyalty.

Do you have the bandwidth to quickly respond to customer requests or comments via social media? Does staff have the training and support needed to interact with customers via Twitter, Facebook, LinkedIn and other social media platforms? Are you prepared for the event of a social media crisis?

Carefully consider your social media strategies to be sure that customer engagement and response are as effective as possible.

Your Website

Few tools or interaction strategies are as important as your organization’s website. As the main information source for consumers seeking information on your products or services, or assistance addressing an issue with a previous purchase, your website needs to be current, comprehensive, appealing, and easy to navigate.

Your website should also offer consumers a variety of avenues to interact with your agents. Prominently displayed phone numbers and email addresses, as well as instant chat capabilities and FAQs pages, are all vital components of a successful website.

Is your website easy to navigate? Do all links work? Is content continually updated and current? Is it easy for consumers to find you?

Routine reviews and updates of your organization’s website are essential to conveying your brand message and offering customers the information they need.

Avtex can help you achieve your goal of becoming a company that is easier to do business with the unique Avtex 360 approach.