Globus Travel Selects Edify for CRM

SANTA CLARA, CA - Edify Corporation, an S1 company and a supplier of multi-channel CRM solutions throughout the enterprise, announced that it has been selected by Globus and Cosmos, the provider of escorted travel, to implement a major upgrade of their customer service operations. Globus selected Edify's customer interaction management platform, Edify 8, as the backbone for its systems upgrade based on its ability to manage customer interactions over a variety of contact channels including email, voice and the Web. "Our business is extremely competitive, especially after the events of 9/11," said Jim James, chief technology officer at Globus. "Travel agents and consumers demand fast answers to questions and even faster sales - whether those requests come over the Web, email, or into the call center. We elected to partner with Edify based on its reputation and expertise in developing robust customer contact centers. We believe Edify's solutions will enable us to truly transform our operations from the inside out, providing a complete view of our customers while ensuring that we meet our key operational objectives." A leader in escorted travel services for more than 75 years, Globus has helped its customers visit literally every corner of the globe. Globus recently determined that its current CRM applications could not effectively support its new operations strategy. It needed a platform to tie together all of the communication options that its customers access today and a comprehensive view of its customer interaction history. Additionally, Globus wanted to develop a new corporate voice persona that would convey a consistent corporate tone and message to customers across all communication channels, helping to readily identify and further differentiate it in the marketplace. Globus turned to Edify to implement its next-generation customer service initiative. Utilizing the Edify 8 platform, Globus is able to upgrade its overall customer support capabilities as well as optimize its existing infrastructure investment. "Edify 8 is the ideal solution for Globus," said Ken Waln, chief technical officer at Edify. "It enables the rapid and effective integration of all of Globus' legacy applications including their own reservation systems. This enables Globus to provide a new layer of sophisticated service management options that are truly enterprise-wide improvements in its customer interaction experience."