Selfridges Selects CDC Respond Complaint Management Software
UK-Based Retail Chain Selfridges Has Invested In CDC Respond Complaint and Feedback Management Software To Build Customer Loyalty And Maintain Its World Famous Standards Of Customer Service
LONDON (September 11, 2008) –
CDC Software, a wholly owned subsidiary of CDC Corporation and a global provider of industry-specific enterprise software applications and business services, announced today that UK retail giant Selfridges has selected CDC Respond complaint and feedback management software as the backbone of its customer management strategy. The company will be using the software to identify and address the root cause of complaints within its world famous stores and to help maintain the brand’s reputation for luxury, quality and first-rate customer service.
CDC Respond is a suite of highly configurable, scalable complaint and feedback management applications specifically designed to improve the problem resolution process and provide comprehensive trend reports to identify opportunities for improvement. Selfridges is using Respond CenterPoint and Respond Customer in each of its stores, and in its Customer Relations department in Leicester, to manage all complaints and feedback and pinpoint the root cause of any problems within the four stores. The CDC Respond software replaces a previous third-party system, which was proving slow and inflexible.
“During the tender process CDC Respond came out on top by quite some margin,” says Conrad Edwards, Customer Relations Manager at Selfridges. “Not only does it give us all the functionality we need, we also really liked the company and their attitude towards working with us. Thanks to CDC Respond we have a far better understanding of the complaint issues we face. We are using that information to effect positive changes and eradicate the causes of customer dissatisfaction within our stores.”
Paul Elswood, EMEA Vice President for CDC Respond, a business unit of CDC Software comments: “We are extremely proud to be working with Selfridges. The retail chain is internationally renowned for its high standards of customer service. CDC Respond will help Selfridges guarantee the consistent delivery of those exceptional standards and give the company the ability to identify opportunities to further improve the overall customer experience.”
About CDC Respond
CDC Respond is a market-leading suite of complaint and feedback management applications designed specifically to improve the customer experience. The solution enables organisations to extend and improve customer service capabilities to front-line staff, while providing extensive management information to drive change and improve business practices. The solution is proven to deliver cost reductions and improved services as well as increased efficiency, customer satisfaction and profitability. For more information about CDC Respond, please visit: www.cdcrespond.com.
About CDC Software
CDC Software, The Customer-Driven Company(TM), is a provider of enterprise software applications designed to help organizations deliver a superior customer experience while increasing efficiencies and profitability. CDC Software’s product suite includes: CDC Factory (manufacturing operations management), Ross ERP (enterprise resource planning) and SCM (supply chain management), CDC Supply Chain (supply chain management, warehouse management and order management), Pivotal CRM and Saratoga CRM (customer relationship management), CDC MarketFirst (marketing automation and lead management), Respond (customer complaint and feedback management), c360 CRM add-on products, industry solutions and development tools for the Microsoft Dynamics CRM platform, Platinum HRM (human resources) and business analytics solutions.
These industry-specific solutions are used by more than 6,000 customers worldwide within the manufacturing, financial services, health care, home building, real estate, wholesale and retail distribution industries. The company completes its offerings with a full continuum of services that span the life cycle of technology and software applications, including implementation, project consulting, outsourced business services, application management and offshore development. CDC Software is the enterprise software unit of CDC Corporation and is ranked number 12 on the MBT 2007 Global 100 List of Enterprise and Supply Chain Management Application vendors. For more information, please visit www.cdcsoftware.com.
Cautionary Note Regarding Forward-Looking Statements
This press release includes “forward-looking statements” within the meaning of the United States Private Securities Litigation Reform Act of 1995, including statements relating to our belief regarding CDC Respond and its meeting the needs of the retail and wholesale industries, our beliefs regarding the functionality, benefits, results, and ease of use of our CDC Respond products, including Respond Intelligence, Respond Insight, Respond DataMart, Respond Analytics and Respond Report Packs and other comments we may make. These statements are based on management’s current expectations and are subject to risks and uncertainties and changes in circumstances. There are important factors that could cause actual results to differ materially from those anticipated in the forward-looking statements, including, among others: the conditions of our vertical industries; the continued ability of CDC Respond to address industry-specific requirements of companies in the our vertical industries; demand for and market acceptance of new and existing enterprise complaint and feedback management solutions; and development of new functionalities which would allow our customers to compete more effectively and changes in the type of information required to compete in their respective industries,. Further information on risks or other factors that could cause results to differ is detailed in filings or submissions with the United States Securities and Exchange Commission made by CDC Corporation in its Annual Report for the year ended December 31, 2007 on Form 20-F filed on September 15, 2008. All forward-looking statements included in this press release are based upon information available to management as of the date of the press release, and you are cautioned not to place undue reliance on any forward looking statements which speak only as of the date of this press release. The company assumes no obligation to update or alter the forward looking statements whether as a result of new information, future events or otherwise.
This press release includes “forward-looking statements” within the meaning of the United States Private Securities Litigation Reform Act of 1995, including statements relating to our belief regarding CDC Supply Chain solutions and its meeting the needs of the retail and wholesale industries, our beliefs regarding our ability to leverage the IBM partners status, our beliefs regarding the requirements for success in retail and wholesale industries, our beliefs regarding the functionality of CDC Supply Chain and other comments we may make. These statements are based on management’s current expectations and are subject to risks and uncertainties and changes in circumstances. There are important factors that could cause actual results to differ materially from those anticipated in the forward-looking statements, including, among others: the conditions of our vertical industries; the continued ability of CDC Supply Chain solutions to address industry-specific requirements of companies in the our vertical industries; demand for and market acceptance of new and existing supply chain solutions; development of new functionalities which would allow our customers to compete more effectively and changes in the type of information required to compete in their respective industries, and our ability to continue to work closely with IBM and maintain our AIO status. Further information on risks or other factors that could cause results to differ is detailed in filings or submissions with the United States Securities and Exchange Commission made by CDC Corporation in its Annual Report for the year ended December 31, 2007 on Form 20-F filed on June 30, 2008. All forward-looking statements included in this press release are based upon information available to management as of the date of the press release, and you are cautioned not to place undue reliance on any forward looking statements which speak only as of the date of this press release. The company assumes no obligation to update or alter the forward looking statements whether as a result of new information, future events or otherwise.
For More Information
Media Relations
Robyn Pierce
The Crocodile
Tel: +44 (0) 20 7749 4400
robyn.pierce@thecroc.com
Source: CDC Software