Under the partnership, IBM will bundle Baan software into its DB2 Universal Database, link Baan Front Office with Lotus Notes, and implement Baan's electronic-commerce applications. Baan will also resell the DB2 to its customers.
IBM's new Implementation Factory in Atlanta will focus specifically on rapidly developing customized Baan applications for customers, using best-practice data to tailor the software to companies with consideration to size, industry, and specific needs. Companies with limited resources will be able to get an infrastructure and ready-to-go customized applications that cut down on the implementation time for setting up an ERP system. Training will be available to educate companies on how to use the applications and to help them develop tools for their users. The partnership could be just what Baan needs. By teaming with IBM, the company will have an opportunity to reach IBM's strong and significant customer base.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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