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Agile Internet Solutions are Key to MaintainingSuccessful Customer Relationships
It’s a cliché, but it’s true: the Internetchanges everything. It changes the rules of the game, creating opportunities to compress cycle times, squeeze costs andinefficiencies, increase customer loyalty,and boost revenues.
As the Internet economy transformsbusiness relationships, customers areincreasingly demanding early and easy access to information. The rapidlyemerging world of customer relationshipmanagement is continually evolving moreeffective ways to obtain, delight, andretain customers.
Developing a next-generation CRMmeans listening to customers and develop-ing systems that address their business, personal, or lifestyle needs. If you expect to reap the rewards continually evolvingyour CRM offerings, you need a systemthat’s agile, scalable and open.
• Agile. No matter how fast you move,customer expectations are probablyrunning ahead of you. Increasingly,customers expect their vendors todeliver the same high degree of customization for business to consumerinteractions that they’ve come to count on from their consumer-orientedWeb experiences.
• Scalable. Old-style CRM systems areno longer sufficient to handle thecomplex – and often individual –demands of each customer. A next-generation system must be able to dothe heavy lifting of content andtransaction-intensive applications andweather large and unpredictablespikes in the workload.
• Open. How does the customer want to receive the information? HTML is not the holy grail of business-information delivery. Customersincreasingly demand data in variety of different formats including (but not limited to) spreadsheets, XML,database or word processing.
Intel Accelerates Your CustomerRelationship Management Success As a building block supplier to the worldwideInternet economy, Intel Corporation developsthe technologies that underlie today’s com-puter and Internet revolution and lay thefoundation for tomorrow’s integrated CRMsystems. Intel chips, boards, systems, software, networking and communicationsequipment and services are the “ingredients”of computer architecture and the Internet.
Intel has developed processors to specifi-cally address the needs of high-performanceservers and workstations including:
The Intel Itanium 2 ProcessorThe Intel® Itanium® 2 processor, the secondin a family of processors based on the IntelItanium architecture, offers outstandingperformance and reliability for today’sapplications and the scalability to addressthe growing business-critical and data-inten-sive computing needs of tomorrow.
The Intel Xeon processorThe Intel® Xeon™ processor family providesoutstanding performance and headroom foryour dual processor workstation and serverneeds in either 256 KB L2 and 512 KB L2cache for dual processor workstations, or 512KB L2 cache for dual processor servers. Alsofeatured in the Intel Xeon processor family isthe Intel® NetBurst™ microarchitecture andHyper-Threading Technology. The IntelNetBurst microarchitecture provides a 400 MHz system that offers outstanding per-formance for dual-processor-multithreadedapplications or multitasking environments.
Industry LeadershipIntel also influences the future of the industry through its leadership in industryinitiatives and its services to software devel-opers, application service providers (ASPs),Internet service providers (ISPs), E-Businesssolution providers (eBSPs), original equip-ment manufacturers (OEMs) and more.
Whether your company is developing itsown CRM solutions, or creating, integratingor selling customer-oriented products andservices, Intel offers world-class productsand an extensive range of technical and marketing services to promote your success.
Solution BlueprintsIntel works with leading industry partners,from independent software vendors to sys-tem integrators, to deliver the best CRMsolutions to end users. Built with Intelarchitecture and flexible building blockcomponents, these solutions offerincreased customer satisfaction, loweroperating costs, and better productivity.The following examples are from a range of vertical industries: retail, insurance, and financial services, based on successfulreal-world implementations.
Sector: Retail ChallengeThe evolution of online shopping has raisedthe bar of consumer expectations for tradi-tional retailers. Now retailers must competeusing a wealth of product information,aggressive pricing, and a personalized shop-ping experience to improve customer satis-faction and increase cost efficiencies. Asbrick-and-mortar retailers extend theirreach to the Internet and apply technologyto their offline storefronts, the Internetexerts evolutionary pressure on retailers tointegrate this new channel into their opera-tions. This “multichannel” retailing requiresmajor consolidation and integration of mas-sive amounts of data – demanding opennessand interoperability of their informationtechnology infrastructure.
Solution The Personal Sales Assistant (PSA) solution isan electronic shopping assistant and support-ing infrastructure that allows retailers to pro-vide their customers with a variety ofenhanced services–from detailed data about
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Defying the Limits • 37
complex products to expediting the purchasecheckout process. This solution is designed tointegrate with the retailer’s storefront opera-tions in a consumer-friendly way that avoidsalienating technology-shy customers, whileinfusing aesthetically appealing informationtechnology into a traditional retail environ-ment. The innovative PSA solution enhancesa customer’s shopping experience while pro-viding retailers with real-time data so theycan know sooner, react faster, and decidesmarter with real-time information that startsat the point-of-sale and extends throughoutthe retail enterprise.
IntelThe PSA is built on scalable, agile Intel architecture, specifically the Intel®StrongARM* processor in the front-enddevice and the Intel Xeon processor familyfor mid- and back-end servers. Building thePSA solution on open standards-based Intelarchitecture provides retailers easy access tobest-in-class solutions that enables them tomeet today’s rapidly changing technologyand business demands.
Sector: Financial ServicesChallengeToday’s financial customers expect around-the-clock quality service across a multitudeof channels. To get ahead, financial enter-prises need an application that gives them acompetitive edge. This means providingexcellent service, 24-hours a day, throughseveral channels – phone, Internet, and in-store bank – with little or no downtime.
To stay competitive, today’s financialservice institutions need to sell more prod-ucts and provide better service. The goal isto cost effectively develop stronger, person-alized customer relationships by enhancingcustomer interaction at every point of con-tact. In a recent survey of financial serviceexecutives, the greatest source of differenti-ation among financial service organizationsare (in order of importance):
• Service• Brand• Quality• Breadth of offering• Price• Efficiency• Geographic reach
Solution The Customer Service Application forfinancial enterprises offers advancedfunctions for bank branches, call centers,and Internet banking operations. It supports areas of differentiation by helpinginstitutions provide quality, point-of-contact customer service. The CustomerService Application provides a unifiedsolution enabling clients to attract, retain,and serve their customers across alldelivery channels.
Sector: Financial ServicesChallengeRegulatory changes, such as the relaxationof the Glass-Steagall Act, have resulted in heightened competition among retail banks, brokerages, insurers, andother non-bank institutions. At the sametime, market changes such as globalizationare opening a breadth of new opportuni-ties.Retail banks face growing complexitiesdue to technology advances and financialproduct innovations. They are confrontedwith a confusing array of new deliverychannels, such as kiosks, Web sites, andcall centers, which expand the possibilitiesfor customer interaction. Retail banks needa new business model to address thesechallenges and take full advantage of theopportunities presented by these changes.Innovative, entrepreneurial banks arelooking to the “relationship manager”model, which provides instant detailedknowledge of customers and uses everycontact to create and deliver value in aneffort to engender loyalty.
SolutionThe Retail Banking Solution provides theretail banking industry with a flexible,powerful platform for CRM – an intersectionof customer relationship management andmulti-channel access technologies. Thissolution is focused on building a competitiveadvantage through business strategy andinfrastructure based on a “holistic” view ofthe customer with a consolidated view of allproducts held by the customer, all servicesused, contact history, and recognition ofcustomer life events – such as a new homepurchase or job change.
IntelRunning on servers based on Intelarchitecture, The Retail Banking Solutionoffers the industry a flexible and powerfulcustomer experience management solu-tion. Intel architecture provides thebuilding blocks for server solutionspowered by the Intel processor family.With a robust, cost-effective architecture,Intel® Pentium® III processor-based serversallow retail banks to scale to the needs oftheir customers for increased performanceand availability, and a faster ROI.
Intel, the world’s largest chip maker, also offers awide range of business solution services andcapabilities as well as computer, networking, andcommunications products.
Solution Provider
➤ Sector: InsuranceChallengeInsurance companies often do not ownmuch of their claims data, preventing themfrom identifying how they can reduce their dependence on expensive, third-partyclaims service providers. The nature of the insurance business today requires com-panies to either have expertise in a widerange of areas or outsource functions toorganizations that have the needed expert-ise. From appraisers and attorneys to inves-tigators and salvage specialists, there is arange of third parties participating in theprocess. This is an expensive proposition.The problem is compounded by a paper-driven information flow that prevents reuseof valuable information that has alreadybeen purchased. For example, many property insurance carriers pay third-partyappraisers to estimate the cost of replacinglost/stolen items. If the carrier could capture this information, over time it couldsave money paid to appraisers by trackingreplacement costs of common items.
SolutionThe next generation insurance claims portalallows insurance industry leaders to focuson making better claims data decisions in today’s highly competitive insurancemarket. The solution brings both systemand legacy/history data quickly andefficiently to customer-facing employeesand business partners through the portal.The solution provides all application userswith a consolidated view of the customerrelationship. This increases the efficiency ofavailable resources at all stages of the claimsettlement process.
For more information about the prod-ucts described in the Solution Blueprints,please visit the Intel Web site or contactIntel at:
www.intel.com/go/solutionblueprints
Intel Solution ServicesIntel® Solution Services provides a set ofservices to support industry needs fromapplication optimization and portingthrough guidance on end-to-end e-Businessintegration. These services enable solutionproviders, independent software vendors(ISVs), original equipment manufacturers(OEMs), Web integrators, and their customers to work directly with Intel todevelop solutions on Intel technology.
Results are documented, with step-by-step instruction lists, sizing guides and best-known methods published for the customer.Intel Solution Services are available throughsolution centers located worldwide, as wellas through onsite consulting. The Intel®Solution Centers are optimal environmentsfor safely designing and testing flexible,high-performance solutions infused withbest-known methods and technologies fromIntel and other industry leaders. Our services allow companies to test, tune, scale,and prove their solutions with minimalimpact to their day-to-day business.
For more information:www.intel.com/
internetservices/intelsolutionservices
Intel e-Business Center The Intel® e-Business Network (ieBN) offersresellers, service providers, system builders,network and system integrators, and channelorganizations a strategic blueprint for successin the Internet economy. Initiatives providevaluable tools, resources and expertise to help you meet your business goals. Forexample, the Intel® Premier ProviderProgram offers selected eBN members special marketing campaigns and tools helpyou reach new customers, enhanced finan-cial incentives to add real dollars to your bottom line, and advanced training that helpsyou develop your technical staff and allowsyou to service your customers more effec-tively. The two programs of the ieBN are:
• The Intel® Reseller Center –Designed for Channel businesses thatbuild and sell both their own PCs andIntel® architecture server and mobilesolutions.
• The Intel® Solution Provider Center –Designed for all Internet ServiceProviders (ISPs), Hosting ServiceProviders (HSPs), Application ServiceProviders (ASPs), E-Business SolutionProviders (eBSPs), Independent SoftwareVendors (ISVs), Solution Value-addedResellers (SVARs), Web Integrators, andE-Business Consultants.
For more information:http://program.intel.com
Intel® Business Computing What are other companies doing incustomer relationship management andhow are products and services from theIntel e-Business Network making a differ-ence for them?
Case studies on Intel® BusinessComputing Web site answer those ques-tions and more. This Web site is designed toserve as a comprehensive, trusted sourcewhere companies worldwide can research,evaluate and implement proven e-businesssolutions. Along with case studies, anextensive collection of white papers andbriefs on topics pertinent to a variety ofbusiness deployments.
For more information:www.intel.com/ebusiness/affiliates/
Intel Developer ServicesIntel® Developer ServicesIntel® Developer Services is a comprehen-sive Web-based resource that providessoftware and internet developers with allthe technical information, tools andservices to accelerate the development ofIntel-based solutions.
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Craig R. Barrett Chief Executive Officer
Deborah S. Conrad VP, Sales and Marketing GroupDirector, Solutions MarketDevelopment Group
John E. Davies VP, Sales and Marketing GroupDirector, Solutions MarketDevelopment Group
William A. Swope VP, Enterprise Platforms GroupGeneral Manager, Software andSolutions Group
Intel CorporationRobert Noyce Building2200 Mission College Blvd.P.O. Box 58119Santa Clara, CA 95152-8119Phone 408.765.8080 Fax 408.765.9904
☎Wilson ChanMarket Development ManagerPhone [email protected]
Copyright © 2002 Intel Corporation. All rights
reserved. Intel, the Intel logo, Xeon, Itanium and
NetBurst are trademarks or registered trademarks
of Intel Corporation or its subsidiaries in the
United States and other countries.
*Other names and brands may be claimed as
the property of others. StrongARM* is licensed
to Intel by ARM, Ltd.
Defying the Limits • 39
For more information:http://cedar.intel.com/cgi-bin/ids.dll/main.jsp
The Intel® Early Access Program – providing resources to help developers create next-generation, applications for use on our newest, andpossibly unreleased, next-generation processors.The program includes tools, training, customer sup-port, and co-marketing opportunities are offered.Often, hardware discounts, or remote access to hard-ware are also available.
For more information: http://cedar.intel.com/cgi-bin/ids.dll/topicServices.jsp
Intel® Software Development Products Downloadable Intel® Software products and tools tohelp developers build and test the software youneed. The offerings include
• Intel® Compilers• Vtune™ Performance Analyzer• Intel® Performance Libraries• Threading Tools and Services• Extensible Firmware Interface (EFI)• Open Source software• Evaluation Software Center
For more information:http://www.intel.com/software/products/
Intel Developer Solutions Catalog The Intel® Developer Solutions Catalog is an excitingresource designed to aid and accelerate softwaredevelopment. Packed with reference information toaccess more than 300 tools and applications that canhelp optimize your products and increase theirinteroperablity. The tools in this catalog are opti-mized, ported or tuned for Intel® architecture andIntel® Internet Exchange Architecture (Intel® IXA).Use this catalog to help you: Foster innovation, pro-vide unparalleled flexibility, shorten developmentcycle time, and strengthen competitive stance.
For more information: http://cedar.intel.com/cgi-bin/ids.dll/main.jsp
An Industry to Support You Intel works hard to develop state-of-the-artproducts and to move the industry forward. Intel,the world’s largest chip maker, also offers a widerange of business solution services and capabilitiesas well as computer, networking, and communica-tions products. ■
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