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Cloud Call Center Community Featured Article

[October 19, 2004]

ShareBuilder Selects Talisma's Multi-channel CRM to Increase Customer Service Efficiency

BELLEVUE, Wash. --(Business Wire)-- Oct. 19, 2004 -- Customer Service Agents Handle More Calls, Provide More Consistent Responses

Talisma(TM), a provider of Multi-channel Customer Relationship Management (CRM) solutions, announced today that Bellevue-based ShareBuilder(R) Corporation has selected Talisma's Multi-channel CRM suite to help deliver total customer integration and management of all customer communication channels. ShareBuilder Securities Corporation, an online brokerage designed to make investing in the stock market simple and affordable, will implement Talisma's Multi-channel CRM solution to enhance its customer service.


With less than 30 agents on staff handling more than one million customer accounts at any given time, ShareBuilder demands an efficient way of handing their customers' inquiries, while still providing exceptional customer service. Initially, ShareBuilder will use Talisma for managing and tracking phone and E-mail communication to customers. Talisma will allow ShareBuilder to understand and report on customer interactions -- ultimately allowing ShareBuilder to enhance its products to better meet its customers' needs. Talisma's Multi-channel CRM solution enables ShareBuilder customer care agents to be more productive, with improved consistent response times.

"In May of this year we surpassed one million brokerage accounts," said Jeff Seely, Chairman & CEO of ShareBuilder. "Because of the nature of financial services and security transactions, we handle a lot of calls and E-mails from our customers each day. We selected the Talisma Multi-channel CRM solution because it will enable us to increase the accuracy and timeliness of answering customer questions, while reducing infrastructure. We are confident that Talisma's CRM solutions offer the flexibility and efficiency that will enable us to continue to deliver exceptional customer service."

Talisma's integrated CRM suite can easily evolve with ShareBuilder's demand for more advanced CRM. The 360-degree integrated customer view Talisma's solution provides helps ShareBuilder become more efficient and effective with its customers and increase customer satisfaction and retention. A key differentiator in Talisma's solution is that it provides agents the ability to look back at customer records and see the history of their calling pattern as well as the ability to give a standardized answer on a specific issue.

"We are excited to work with ShareBuilder, one of the nation's fastest-growing online brokerages, and we look forward to providing ShareBuilder with the necessary tools to allow them to better serve their customers," commented Dan Vetras, President & CEO of Talisma. "Our partnership with ShareBuilder is strong validation that Talisma brings value to any innovative financial services company in search of exceptional customer service."

About Talisma

Talisma is a global provider of Multi-channel CRM Solutions enabling organizations to deliver a truly exceptional customer experience. By optimizing the customer's communication channel of choice -- E-mail management, phone, knowledgebase, chat, or the Web -- Talisma delivers total customer satisfaction for service, marketing, and sales organizations. Talisma's global customers include Aviva, Citibank, Coast Capital Savings, Dell, HGTV, Microsoft, MWB, and Sony. Talisma is based in Bellevue, Washington, with offices across the United States, Europe, and Asia. For more information, please visit www.talisma.com.

To view a video interview of ShareBuilder CEO Jeff Seely, please visit: http://fins.talisma.com/tal_about/customers/cus_videos.asp.

About ShareBuilder

ShareBuilder (www.sharebuilder.com) is an online brokerage designed to make investing in the stock market simple and affordable. With no account or investment minimums, customers can choose from three automatic, dollar-based investing programs. Individual transactions start at just $4(a) per investment, or customers can choose from two subscription-based programs that offer multiple stock purchases at even lower costs per transaction and advanced portfolio tools. Real-Time buy and sell transactions are also available through market and limit orders. ShareBuilder Securities Corporation, a subsidiary of ShareBuilder Corporation, is a registered broker-dealer and member NASD/SIPC.

(a) See www.sharebuilder.com for complete information, including full fee schedule, does not include real-time trades.

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