Customer Data Management Functionality Supports Critical Compliance Issues Around Privacy And “Do Not Call” Lists
Atlanta, GA � October 22, 2003 – DWL, the leader in Enterprise Business Services software, today announced the release of DWL Customer™ version 4.5 which has enhanced customer management functions to support legislative compliance issues around Privacy and the National “Do Not Call” list. A leading provider of customer data integration (CDI) solutions and based on a services-oriented architecture, DWL Customer serves as the enterprise’s system of record for all customer-related information and transactions.
DWL Customer™ version 4.5 has enhanced functionality that is vital to ensuring compliance around consumer privacy. This latest version not only stores default state/province privacy rules, but also provides the ability to override those defaults for the capture of enhanced information about a customer regarding their opt-in and opt-out preferences, including preferred channels and contact times. It can allow users to drill into specific knowledge on what products and accounts customers want to receive information on, what they are interested in hearing about and what they already own. Organizations can inquire on, add and update information about a customer’s preferences in real-time. This can dramatically extend the value of a company’s call center operations, as well reduce inefficiencies in marketing efforts.
“Privacy issues and the ‘Do Not Call’ list directly impact the marketing and sales operations,” said Bruce McPherson, vice president product marketing, DWL. “Financial services providers are increasingly finding that compliance at an enterprise level is a cost-effective way to manage these processes. With DWL Customer, compliance can be adhered to in the short-term, but organizations also benefit from knowing a customer’s preferences that can further enhance customer service and sales functions.”
This release also includes enhanced campaign functionality that maintains campaign data for a party and makes it available to all operational customer-facing channels. This information includes multiple campaigns per customer, priority of presentation of those campaigns to the customer, the product to be solicited (based on information from analytics systems) and the customer’s response to that solicitation. This functionality is designed to integrate with organizations’ marketing and analytic products to help them improve marketing campaign response rates by leveraging service operations into sales opportunities.
This version will also see DWL’s first release on the IBM zSeries mainframe server powered by z/OS. DWL Customer’s database will run on the IBM zSeries platform and DWL Customer’s application server will run on the IBM pSeries platform. This distributed model will allow financial services providers to realize the reliability and security benefits of a mainframe platform, with the scalability and cost efficiencies of the pSeries.
About DWL Customer™
DWL Customer is an enterprise customer hub that unifies customer data and transactions from product silos and delivers this knowledge to all channels. It is based on a ‘services-oriented architecture’ and built on J2EE standards, making it the most scalable and market-proven application forcustomer data integration. Additionally, DWL Customer can allow organizations to derive additional ROI from current CRM implementations and even failed CRM projects that lacked sufficient customer data management foundations or a customer hub during the time of implementation.
In recent benchmarking tests, DWL Customer produced average response times in the 120 milli-second range with over 100 million customer records in the database and transaction volumes of close to 600,000 transactions per hour. Unlike front and back office application customer information files (CIFs) that cannot meet demanding performance requirements, DWL Customer was designed to perform in the most demanding performance environments, making it the leading CDI solution for large organizations.
Pricing and Availability
DWL Customer is currently available. Pricing varies according to the number of customers and product configuration.
About DWL Inc.
DWL (www.dwl.com) is the leader in Enterprise Business Services software, an emerging class of services-oriented applications. DWL works with organizations worldwide to address enterprise-wide customer data integration (CDI) strategies using DWL Customer™, the leading enterprise customer data hub. DWL Customer gives organizations a unified view of their customer across multiple product and business silos. It delivers this single, real-time view and update environment to all channels, enabling multi-channel integration and consistent customer service.
Founded in 1996, DWL is headquartered in Atlanta and has offices in New York, Boston, Chicago, Los Angeles, Toronto, London, S�o Paulo, Tokyo and Kuala Lumpur. DWL clients include MetLife, Citi Cards, Atlantic Blue Cross Care, among others. DWL has strategic relationships with BEA Systems, IBM and Sun Microsystems. Key system integrator alliances include Accenture and IBM Global Services. DWL has been recognized by Deloitte & Touche as one of the fastest growing technology companies in North America for the last two consecutive years.
DWL is a registered trademark of DWL Inc.