eTouchPoint

2004 Consensus Software Awards

Product Description

The eTouchpoint® Product Vision

Anywhere, Anytime, AnyMode Computing

The inspiration behind eTouchpoint® is the convergence of voice, data and the internet. Our product vision is to create a holistic .Net product that unifies web based CRM with interactive multi-channel communications.

eTouchpoint® Engine 

Revolutionary 100% web based footprint.

The framework is a web based application development environment, and users need only a web browser to interface with the system. Developers can therefore modify the system from any location in the world, making organisation of teams and maintenance simple.

eTouchpoint® is a100% browser based, Microsoft .NET certified, Customer Relationship Management framework and Messaging Engine. The design philosophy behind the system is to be able to meet the flexible needs of any front office business requirements. To meet these requirements, the framework is built as a flexible set of integrated modules with generic base functionality.

The function modules are driven by the eTouchpoint® core engine, which is composed of a presentation layer, a business rules data engine and a meta-data driven database repository.

The presentation layer, which provides the consistent GUI interface to the application, interfaces with the business rules engine to generate the rules and workflow for a given unique set of requirements. All information regarding the presentation and business rules are held in the meta-data store, allowing any application domain to be described by the framework. The meta-data also contains all information regarding the relationships between entities in the system, which ensures complete flexibility of dataflow and workflow can be catered for.

eTouchpoint® CRM Modules

Transforming Relationships into Success

The eTouchPoint® framework integrates a set of Front Office base modules for 

• Sales and Contact Management (sales opportunity tracking, fulfilment), 

• Service (Help Desk, SLA),

• Marketing (Multi-channel marketing) 

• Communications (SMS, fax telephony)

Depending on your needs, this base module provides a starting point for any front office requirements. 

eTouchpoint® Toolkit

Let the Business Drive the Systems

The CRM modules are all configured via the framework toolkit, which allows the modules to be rapidly modified to meet customised requirements. The toolkit is split into a number of sections, comprising of menu creators, view painters, listing builders, business logic editors, and meta-data modifiers. Using these tools an implementer can build a system for any environment quickly and easily, all within the framework, knowing that upgrading, importing/exporting of modules and configuration can be performed at any time.

eTouchpoint® Value Proposition

High Performance Front Office Solutions at Affordable Pricing

Innovation

eTouchpoint® adds to your Business Competitive advantages by :

• Allowing you to tailor the system to the way your company works, not the other way round. 

• The holy grail of CRM - 360 degree view of your customer is now possible to achieve with eTouchpoint® flexible XML-web services platform.

eTouchPoint entity relationships are not fixed. It has a flexible modelling schema which can quickly fulfil any company's unique business structure and rules, such as NEC eSales Studio's unique security requirements, and its integration into custom Web Services. These specifications would have required a complete system rewrite for any other application, but were simply scripted as part of eTouchPoint's design.

eTouchPoint can connect to multiple databases simultaneously, correlate the information and display it in a single 360 degree view. National University Hospital Singapore used this to obtain patient data stored on five SQL and Informix databases.

eTouchpoint® is Breaking New Grounds and Expanding User Horizons with:

• Zero footprint computing including developer toolset.

• In-built capability to unify multi-channel communications 

eTouchPoint is a 100% Web-based application which, enables the use of PDAs and integration with the phone network. eTouchpoint® comes in-built with computer telephony integration (CTI for screen pops, preview and power dials), SMS messaging, fax, email and voice mail integration. Its web-based toolset allows customisers and developers to modify the system's structure and functionality, relationships and business rules remotely.

eTouchpoint® Leading Edge technology results in New Business and Service Delivery by :

• Flexible security allows Internet (casual users), Intranet (closed user group) and Extranet (selected user group) collaborations. All the user need is a browser to participate in the workflow and application. 

• Businesses can despatch jobs or assignments to its workforce or resellers via a series of "work buckets" without coming into the office. The server escalation module sends reminders to the recipients informing them of new assignments.

Dynamic Reporting is done through a graphical drag and drop interface, allowing any administrator to generate a graphed report for any set of system entities with minimal training and without the spectre of data or system corruption and error.

The Marketing Module utilises a graphical interface to make creation and modification of call scripts simple for administrators. Its Event Management allows MS Word merging, personalised email send-outs and personalised SMSs, alerts and activity creation for users.

Personal and group calendars with integration to MS-OUTLOOK, allow users to view events, activities and any other system entity with a date to be viewed in a standard calendar screen.

Performance

eTouchpoint® has been well accepted in the markets that we operate in; Australia, Singapore and Malaysia. Using eTouchpoint® our users have won numerous awards in the region. We received constant Accolades.

• TIBS TAXI Singapore was runner up in the 2003 Asian Call Centre Award.

• Exxon Mobil Singapore won the Most Enterprising Award in Asia

Streamline was extremely professional in the delivery process. We were fortunate to have found a local Australian partner that understands complex CRM and more importantly has the underlying product and technology to deliver to our challenging timelines. The rollout to the users went smoothly and management is delighted with the outcome. The Microsoft .NET platform has served us well.

Tomio Furukawa
Vice President of NEC Business Solutions Technology Group

Of all the IT Vendors that AGL Energy Sales and Marketing use, Streamline Solutions has proven to be themost efficient, cost effective and thorough. The SMACC application that they built for AGL remains one of our most robust applications and has served the business needs extremely well for a number of years now. The personnel from Streamline have always been a pleasure to work with and adopt a pro-active and can-do attitude in their dealings with AGL. Streamline Solutions come with my personal recommendation.

Costas Tsiouklas
Business Solutions Group
AGL Energy Sales and Marketing

... We were looking for a supplier who could provide far more than just the software. We needed a relatively complex application to be built in a very short time-frame, and ongoing support to ensure that the application remained functional within a constantly changing business environment.

Colin Lill
Manager Corporate Marketing
Origin Energy

The "Voice of the Customer Tracking System" system is now well accepted by our users and more importantly has resulted in reinforcing the importance of "Voice Of the Customer". The streamlined reporting system has made us more pro-active and responsive to our customer needs. The "Voice Of the Customer" is now made available to corners of Shell's retail business throughout Australia.

Greg Fisher
Shell Card Services Manager

Some Proof of Real World Performance 

NEC CASE STUDY

http://www.victoriadotnet.com.au/index.aspx 

Microsoft .NET jogs corporate memory for NEC

• Rapid deployment of highly integrated CRM portal

• .NET solution slashes implementation time by two thirds

• System tracks sales leads through entire cycle

Microsoft .NET and XML Web Services are the basis of a major Customer Relationship Management (CRM) integration project at NEC Business Solutions that has significantly improving the company's sales process.

Streamline Solutions ( http://www.ssolutions.com.au ) implemented its eTouchPoint CRM suite for NEC, including full integration with the company's existing applications. "Other leading IT providers were unable to meet NEC's requirements," says Rob Sadedin, chief software architect at Streamline. "But our company was able to deliver very quickly with the help of Microsoft's tools." …..

MEPACS CASE STUDY

eTouchPoint is used in a mission critical application at the Mount Eliza Personal Assistance Call Service (MEPACS). The system has 80,000 contacts, 23,000 clients and 14,000 personal alarm units, which require daily monitoring. The system is operated on a 24/7 basis.

MEPACS takes in approximately 5000 inbound calls and makes 2000 outbound calls on a daily basis. The communications between the alarm units and the contact centre is critical to MEPACS in monitoring the health of its aging clients and must be running at all times. MEPACS and government regulations required a hot-backup site to be functional within two hours of possible system shutdown.

The benefits are:

• Thousands of elderly Victorians appreciate the independence they are able to maintain within the safety and comfort of their own homes thanks to MEPACS.

• Provides an alternative to nursing homes, alleviating the government's pressure to eliminate the hospital and nursing home waiting lists.

• The ability to monitor an unlimited number of alarm units.

• Multi-time zone monitoring sites

Potential 

1.0 Agency or Channel Support

Australia
NEC Business Solutions -**Healthcare, **Contact Center**Government

Callista - **Eductaion

CR Group-**Financials

Singapore
NEC APAC-**Contact Center Solutions,**Instant Messaging  Singapore Technology-l**Contact Center Solutions,**Instant Messaging 

Malaysia 
Global Web-l**Contact Center Solutions

NEC Infrontier-**Voice Mail and Instant Messaging **

Comintel-**Contact Center Solutions

2.0 Designed for international use

• .Net and INTEL platform rides the WINTEL bandwagon

• Can be converted Chinese, Japanese, Korean, Thais, Malays

3.0 Enterprise structured for growth

• 2004-OZ, Singapore, Malaysia

• 2005-Thailand, China

• 2006-Europe, USA 

4.0 Global design standards

• .NET and ISO accredited

5.0 Identified potential markets

• North Asia

• Europe

• USA

7.0 Success in home or export markets

Australia

**NEC
**MEPACS
**Monash
**Deakin
**Callista
**Murdoch
**Edith Cowan University

Singapore

**600+ IM customers
**National University Hospital
**TIBS TAXI
**Exxon Mobil
**Smart Cabs

Malaysia

**Malaysian Police
**Global Web
**Southern Bank

8.0 Working with international collaborators 

• NEC

• IBM

• Siemens

• Panasonic

Other information the judges should know

Background: Streamline Solutions

www.ssolutions.com.au

Streamline was established in Melbourne in 1993. Streamline wants to be the Premier Customer Relationship Management (CRM) leader in Asia Pacific (APAC). In 2001, Streamline received its first round of funding from the prestigious INTEL Communication Fund. With 30 employees and over 600+ customers in Asia, Streamline has direct presence in Australia, Singapore and Malaysia. Our recent win includes in Australia: Monash University, Deakin University, Murdoch University, Callista, NEC Australia, MEPACS; in Singapore: Exxon Mobil, NUH, TIBS TAXI; and in Malaysia: Malaysian Police, Southern Bank.

Mission and Track Record

Streamline is a developer of High Performance CRM Convergent Solutions. Streamlines' eTouchPoint is a powerful browser-based CRM framework that provides extensive Sales, Service, Marketing and Front Office applications to Enterprise and Contact Centres looking to benefit from CTI, VOIP, wireless and internet convergent solutions. Streamline has consistently beaten a number of Tier 1 CRM players such as Avaya, Oracle, Peoplesoft, SAP and Siebel.

Content2004Copyright©Streamline Solutions Pty Limited
Format2004Copyright©Consensus Pty Ltd

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