Leading Danish utility company chooses Agillic Customer Lifecycle Management (CLM) to encourage take-up of its new WiMax offering

London, 15 Mai 2007 - Agillic, specialists in customer lifecycle marekting, today announced that ELRO, a leading utility and network operator in Denmark offering mobile, fixed line, VoIP and broadband services is to deploy Agillic's CLM solution.

ELRO's decision to invest in Agillic's CLM was driven by its new WiMax offering which has the potential to replace cable and DSL services by providing universal internet access anywhere you go. Just as cell phones have done to phone access. ELRO's WiMax service will allow its customers to automatically connect their computers to the closest WiMax antenna.

In order to ensure a fast track to market with this new offering, ELRO needed to effectively communicate its benefits and how it works to both its telecom and electricity customers.

CFO Tomas Guldberg Hansen of ELRO explains "A major consideration for ELRO was to find an effective and efficient way for customers to sign-up for our latest service offering. Agillic CLM clearly proved it could help us achieve this by providing a comprehensive self-service solution with additional benefits of improving the way we interact and respond with customers. Every message can now be tailored to fit the needs and requirements of individual customers based on their preferences and responses."

Agillic's Customer Lifecycle Marketing (CLM) solution was chosen as it clearly demonstrated that it put the needs of the customer first to deliver a superior customer experience. The solution to be deployed includes three main elements:

Self-service and online sign-up modules
Agillic's self-service solution will enable ELRO's customers to register easily and efficiently on-line by selecting their own preferences and having the ability to follow the status of new orders and current subscription data. It also enables customers to view, browse and sort their billing and call data. ELRO benefits from information inputted here as it can initiate future individualised dialogues based on this data.

Empowering customer service representatives (CSR)
Agillic's CLM Advisor draws on the data contained within self-service and all other customer touchpoints that a customer may use, for example, SMS or email. This gives every CSR, at the exact moment when talking to a customer, a complete history of all interactions via one system. This data empowers the CSR to allow precise targeting of ELRO's products and services to both electrical and telecom customers to a personal level.

Increasing cross and up sell opportunities
Offering a diverse amount of products, it was very important for ELRO to be able to take advantage of the cross sale opportunities within its existing customer base. Utilising Agillic's CLM programmes ELRO will deploy a pre-defined cross and up sale campaign that engages a customer in relevant dialogues following specific customer triggers based on individual customer data. This increases the upsale opportunity significantly as a customer is guided all the way from first interest to final sell with relevant individualised information at times that suit the customer. This ensures the communication is not deemed as an intrusion as it is completely driven by the customer and is proven to increase response rates and take-up of new services.
"This is a very strategic and important win for Agillic. Our solution is already deployed by a number of leading Scandinavian communication service providers but this is our first utility installation. With the exact same challenges of creating loyalty and increasing cross sale opportunities amongst existing customers Agillic CLM exactly meets ELRO's business strategy" said Mikko Hietenan, CEO Agillic.

About Agillic
Specialists in customer lifecycle marketing, Agillic help communication service providers improve individual customer experiences from acquisition through to maturity by creating and maintaining a valued subscriber/operator relationship.
Agillic is built on the philosophy that every customer event or customer interaction is a valuable source of information which can be transformed into insight and initiatives. This knowledge can be executed into intelligent marketing campaigns by entering into dialogues that match behaviours in a consistent way across all the customer touch points. This makes a powerful difference to a customer's perception of a brand as it creates high levels of satisfaction as subscribers receive relevant, informative communications based on their actual usage patterns and profiles.
Founded in Scandinavia in 1999, Agillic has delivered its unique CLM suite of products to a number of leading telecom operators including Teliasonera, Telia, Telenor (Sonofon) and H3G. As a result of continued demand for its solutions Agillic has recently opened a new head office in the heart of London with additional business development resources in Spain and Switzerland. Its product management and development continues in Denmark with R&D investment in Poland and Ukraine.

About ELRO
ELRO has been supplying electricity to its customers since 1954. Located in Randers it covers an area of 1.600 km2 in the main part of Jutland. In 2001 ELRO began offering a low cost telecommunication services to its existing customers across the whole of Denmark. Today ELRO services a total of 70,000 customers with a turnover reaching DKK 864 million (2005).


Contacts
Agillic
Sally-Ann Vincent
Marketing Communications Manager
sally-ann.vincent@agillic.com
+ 44 (0) 7894 424117