January 2001- Visitors to the Phoenix Technology Group Stand, at the Documents Management Roadshow will see the latest in e-service solutions. Phoenix have two exciting new web enabled components, e2 Portal & e2 Enquiry Portal, to its existing e2 end-to-end e-process solutions.

As Phoenix's M.D. John Feighan explains, "The e2 product suite ensures that work within an organisation is handled by the right person/team, in the right order, giving each user access to all customer information required from the desktop, The e2 portal & e2 Desktop products are web-enabled components of the e2 product suite which support remote-workers, customer self service, and extends service management beyond the organisation to incorporate third party agents.

As Feighan explains, "Some suppliers offer systems that help manage the customer interface, some help handle the workflow aspect of business, and others address the supply-chain interface, but very few provide a web-centric solution that caters for the complete end-to-end service needs of an organisation, that also provides real-time management information.

"This new breed of solution offers the visibility, tailored ease of use and flexibility that enables business managers to 'drive' and continually improve their organisations systems themselves. This new control enables organisations to provide consistent levels of customer service, whilst increasing productivity and reducing costs at the same time." The solution comprises the following key elements: e2 e-service management - Helps to ensure that work is handled by the right person/team, in the right order, with access to all customer information required from the desktop. Also provides support for brokers and IFAs;

m2 Contact Management - provides an easy-entry solution to manage all contact from customers, supplier & agents regardless of the media format they choose to contact an organisation with (e-mail, e-form and telephone).

s2 Service Chain Management - This extends service management beyond the company to embrace suppliers. Work can be allocated to suppliers based upon complex rules to suit the needs of the organisation and its customer, affording real-time control over turn-around time, service levels and quality.

CRM Enablement - Many CRM systems lack a critical component: the ability to control and automate both front and back-office applications. This is critical to the success of bringing customers closer to your organisation. The Phoenix product suite enables complete Customer Relationship Management, offering a solid solution which integrates multiple systems and departments across organisations, such as customer service departments, sales organisations and marketing departments.

Content Management - Phoenix can design and implement systems which incorporate content creation, storage and retrieval in the most demanding applications environments.

Customers
The company boasts an impressive client list which includes a number of the world's largest, blue-chip organisations such as: Scottish Widows; CGNU; Royal and SunAlliance, AXA Sun Life; Canada Life; AIB; Prudential; Commonwealth Bank; and The Post Office.