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Precision Response Corporation Implements Changepoint For Its IT Department
  
Business Process Automation Software to enable IT Department to Align IT Initiatives with Corporate StrategyTORONTO--July 14, 2003--Changepoint Corporation, a leading provider of business process automation software for global services organizations and corporate IT departments, today announced that Precision Response Corporation (PRC) has completed phase one of its deployment of Changepoint's solution for its internal IT department. The organization's IT department directly supports operations at PRC, which manages customer relationships for some of the world's leading corporations. With over 21 years experience, PRC is a trusted outsourced provider of consumer care services backed by time proven methodology, industry leading expertise, forward thinking technology, and most importantly, the best trained, most qualified professionals in the customer care industry. PRC began its search for a software solution to automate its IT organization during an initiative to improve IT operations while facilitating the alignment of its technology and business objectives. At the same time, the organization elected to adopt the Balanced Scorecard approach to create and manage performance metrics within its IT organization in hopes of driving improvements in financial and operational performance, relationships with clients and employees. Changepoint was chosen for its comprehensive capabilities in automating the core business processes of IT organizations, while also providing the tools and data required to proactively manage the IT portfolio, client satisfaction and employee performance. "The key issue facing IT executives today is how to continue to drive improvements in service quality and service levels with fewer resources and a smaller budget," says Rae Towsley, Vice President of Information Technology at PRC. "With Changepoint we've been able to achieve a level of detail in reporting that previously was extremely labor intensive for us to support. Changepoint is the only solution we found that could help us meet our demands effectively and it will be instrumental in facilitating our adoption of the Balanced Scorecard performance measurement methodology and aligning IT with the business units." As the organization already had applications in place for time tracking, project management and other key functions, building the business case for implementing Changepoint was an extremely detailed and rigorous process. PRC evaluated a range of applications and were focused on finding a single solution for all processes that enabled it to achieve its vision. "Many of the vendors offered very strong project management functionality, but lacked the larger vision necessary to support our entire business process. Changepoint helps us to manage the internal client 'relationship' as well as projects and initiatives, providing real-time views into the detail of our projects, budgets, status and their overall impact to the health of the client relationship. Changepoint exceeded our expectations and was able to meet our business needs within the standard system configuration," said Larry Kading, Director of Client Information Services, PRC. "Organizations continue to recognize the critical need for IT and business alignment, but with an eye to cost control and efficiency. The demand for applications that provide both business process automation and portfolio management is increasing significantly. Legacy applications such as Enterprise Project Management and other stand alone applications in the IT management equation simply cannot meet the needs of world class IT organizations," said Paul Lupinacci, VP Product & Customer Management, Changepoint. About ChangepointChangepoint Corporation provides global services organizations and corporate IT departments with business process automation software to improve efficiency and provide total visibility into operations, enabling the proactive management of operational and employee performance. Leading services organizations choose Changepoint for its unmatched breadth, depth and integration. Headquartered in Canada, Changepoint has offices in the United States, United Kingdom and France. For additional information, visit our web site at www.changepoint.com About PRCPrecision Response Corporation (PRC), an operating business of InterActiveCorp, manages customer relationships for some of the world's leading corporations. With over 20 years of experience, PRC is a trusted outsourced provider of solutions such as Inbound/Outbound Teleservices, Email Management, Employee Care, IVR, Web Services and Fulfillment, each fully integrated to maximize service and quality. The Company's domestic operations include subsidiaries: Access Direct Telemarketing, a proactive consumer sales company and Hancock Information Group, a business-to-business lead generation company. Internationally, PRC offers its services in voice and web-enabled centers in both India and the Philippines. PRC's clients include American Express, AT&T, British Airways, DIRECTV, Federal Express and priceline.com. Headquartered in Ft. Lauderdale, Florida, the Company employs over 8,000 Consumer Care Representatives in the United States. For more information, visit www.prcnet.com For more information, please contact:Whitney Fleming/Lawrence Cummer |
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