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Marjie Bally
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mbally@alorica.com

Alorica Helix 2002 Links Warehouses and Field Operations to CRM Systems

Alorica Inc. , vendor of customer service management software and services, released its updated Helix 2002 software suite (www.helixbyalorica.com). The latest Helix version automates warehouse and field service operations via PDAs, Web-enabled cell phones, and radio frequency (RF) scanners to provides new mobile field service and warehouse capabilities for CRM.

"More than anyone in the customer service organization, field service and sales agents require relevant, real-time information regarding their customers and products," said Andy Lee, president and CEO of Alorica. "With its ability to integrate with existing enterprise applications, Helix 2002 can effectively manage all aspects of the customer service infrastructure, increasing customer retention, sales, and return on investment," Lee said.

In addition to Helix 2002, Alorica offers customer service management solutions built with business processes specific to each client. Alorica's integrated services include customer interaction management; service logistics, depot, and onsite repair services, and e-business solutions. Alorica uses Helix 2002 to integrate, manage, and automate its services and solutions. The company also provides real-time Web-delivered data analysis with worldwide accessibility.

According to Alorica, Helix 2002's new mobile app support simplifies organizations' field service operations and reduces errors by providing service representatives with up-to-date product and customer information before they arrive on a repair site via wireless personal digital assistants (PDAs) and Web-enabled cell phones. In addition, the Web-based software's compatibility with RF scanners facilitates inventory processes by delivering real-time product availability updates. Helix 2002 also conveys real-time business intelligence about consumer purchase and service behavior, according to the company.

"For any organization to experience brand loyalty from its customer base it must address the effectiveness of its entire customer interaction process," said Mark Biskeborn, Alorica product marketing manager. "Through the development of Helix 2002, businesses can constantly improve a 'closed-loop' set of processes [focused] on serving the customer in an efficient manner -- leading to repeat purchases, new customer referrals, and reduced returns," Biskeborn said.

Alorica is a customer service management firm as well as a software vendor. The company specializes in managing customer lifecycles for other companies, from front-office customer interaction to back-office fulfillment. Alorica developed Helix 2002 and its predecessors using real-world lessons gained in the company's own call centers, as well as in warehouses and field service facilities the company operates for customers such as eMachines Inc., U.S. Robotics, and NEC-Mitsubishi Electronics Display of America Inc.

Helix 2002 is compatible with Microsoft SQL Server 2000 and Oracle as well as Microsoft Windows CE and Palm Inc. operating systems.