SOURCE: Sage Software

November 08, 2005 09:00 ET

Big River Telephone Company Wins Gartner CRM Excellence Award for Sage CRM Solutions-Anchored Customer Philosophy

Mid-West Telecommunications Service Provider's Sage CRM SalesLogix Implementation Drives Company-Wide Mindset That Differentiates Customer Experience

SCOTTSDALE, AZ -- (MARKET WIRE) -- November 8, 2005 -- Sage Software announced today that Big River Telephone Company, a Mid-western telecommunications service provider, has won the Gartner CRM Excellence Award presented at Gartner's Customer Relationship Management Summit. Gartner analysts, in collaboration with 1to1 Magazine, selected Big River based on the company's all-encompassing customer service philosophy and Sage CRM SalesLogix implementation. The award demonstrates success across Gartner's Eight Building Blocks of CRM: vision, strategy, valued customer experience, organizational collaboration, processes, information, technology and metrics.

"Big River focuses on its customers rather than 'the network,' which is often the sole focus of larger telcos," explained Kevin Cantwell, president, Big River Telephone Company. "Our customers are why we are in business, so we make sure they experience real service from real people every time they contact us. Sage CRM SalesLogix is the mission-critical engine that drives our strategy by linking all customer details and support records so we can instantly assist our customers."

Big River Telephone... By The Numbers

Big River Telephone implemented Sage CRM SalesLogix in 2001 with the assistance of Strategic Sales Systems, a Sage CRM Solutions business partner, and has achieved:

--  More than 1100% to-date calculated return on its CRM investment;
--  A 500% increase in customers with no additional employees added;
--  Automated account management processes enabling 21% of customer
    service resources to be reallocated to higher revenue-generating
    activities;
--  A healthy 98.6% customer satisfaction rating, exceeding the 70%
    telecommunications industry average
    

"We have recorded an impressive set of tangible metrics because we live our CRM system every day," noted Cantwell. "Our most important measurement is every Friday's goal to be a bigger and better company than the previous Friday. With the help of Sage Software and Strategic Sales Systems, we haven't missed a Friday in four years."

Big River Telephone selected Sage CRM SalesLogix after considering CRM product offerings from Microsoft, Salesforce.com and Siebel. The flexibility of Sage CRM SalesLogix and Strategic Sales System's technology expertise was ultimately the ideal pairing to help Big River deliver on its customer-centric vision.

"What Big River has accomplished with Sage CRM SalesLogix is an inspiring success," said Elvin Monteleone, general manager for Sage Software CRM Solutions. "Big River has designed a customer-centric philosophy that permeates its entire organization and has literally taken the company and its acquired assets from file-cabinet administration to leading-edge customer relationship management. We believe they are truly deserving of this high honor from Gartner and 1to1 Magazine."

Sage CRM SalesLogix

With over 7,000 customers worldwide, Sage CRM SalesLogix is the CRM leader for small to medium-sized businesses. Sage CRM SalesLogix delivers easy-to-use and integrated sales, marketing, customer service and support automation solutions that can be tailored to an organization's unique customer acquisition, retention and development processes.

Sage CRM SalesLogix is part of Sage CRM Solutions, the only family of CRM products designed specifically for the needs of small and medium-sized businesses that also includes ACT! by Sage, Sage CRM and SageCRM.com. For more details, visit www.sagecrmsolutions.com or call 800-643-6400.

About Big River Telephone

Big River Telephone Company is a full service telecommunications company offering a full suite of local telephone, long distance, VoIP, Broadband over Powerline, Wireless, Broadband over Cable, and Internet services to business and residential customers in the Midwest. For more information visit www.bigrivertelephone.com or call 800-455-1608.

About Sage Software (formerly Best Software)

Sage Software offers leading business management software and services that support the needs, challenges and dreams of more than 2.4 million small and mid-sized business customers in North America. Its parent company, The Sage Group plc (LSE: SGE.L), supports 4.5 million customers worldwide. For more than 25 years, Sage Software has delivered easy-to-use, scalable and customizable software for accounting, customer relationship management, human resources, time tracking and the specialized needs of accounting practices and the construction, distribution, manufacturing, nonprofit and real estate industries. For more information, please visit the Web site at www.sagesoftware.com/moreinfo or call (866) 308-2378.

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