Financial Services
Government
Health Care
High Technology
Manufacturing
Media and Entertainment
Retail
Travel and Leisure

Financial Services

AGF
AGF is one of the largest financial services organizations in France. With its wide network of partners, it leads the industry in the delivery of products and services through a variety of channels. In 1995, AGF became a pioneer in the insurance sector, building the first insurance-focused Web site, to enable faster communication with customers and partners. When AGF and the Allianz Group merged, the company's presence on the Internet spread very rapidly, and AGF has maintained its leadership with online Customer Relationship Management solutions that support both its direct and channel sales efforts.

Pioneer Investment Management, Inc.
Pioneer Investment Management, Inc. based in Boston and Pioneer Investment Management Ltd. based in Dublin, Ireland together manage over $88 billion under the name Pioneer Investments®. Pioneer's flagship fund, Pioneer Fund, was founded in 1928 and is the fourth oldest mutual fund in the United States. Pioneer relies on ATG to help them focus on customers, targeting the enhancement of relationships with distribution partners as well as investors. To do this they needed an e-commerce platform that let them build their personalization capabilities and they chose ATG.

MFS Investment Management
For more than 75 years, MFS Investment Management has served the financial needs of millions of investors with a disciplined money management approach that's based on clear thinking and the pursuit of consistent results. With ATG, MFS is able to create a customer experience over time by building a richer knowledgebase of what they want and delivering what they want, more cost effectively.

Direkt Anlage Bank
Any organization that wants to win customers with the slogan you are the bank, should know those customers nearly as well as it knows itself. That's why Direkt Anlage Bank (DAB), a discount brokerage pioneer in Germany, updated its Customer Relationship Management system. Since January 2001, DAB's Web site has been powered by ATG and ensures personalized financial offerings to over 300,000 users within the DAB community.

John Hancock Funds
For three decades, John Hancock Funds has been helping investors reach their financial goals. A global provider of financial services, John Hancock Funds manages more than $30 billion in open-end funds, closed-end funds, private accounts, variable annuities, and retirement plans for institutional investors. Helping them compete with other financial services organizations is an ATG-driven Web site, extending the company's business to the Internet.

Government

CPPIH (Commission for Public and Patient Involvement in Health)
Sponsored by the UK Department of Health, the Commission for Patient and Public Involvement (CPPIH) is a non departmental public body which was set up in January 2003 to encourage an independent voice for patients and the public in healthcare and all decisions that affect their health. An entire knowledge management system, supporting 572 Patient and Public Involvement (PPI) Forums, one for each NHS Trust in England, was developed on ATG's Portal technology. ATG's Scenario Personalisation™ technology enables every process or interaction to be personalised, according to a citizen's membership of discussion forum, topic interests and history.

Army Knowledge Online
Army Knowledge Online (AKO) is the primary component in the Army's commitment to knowledge management and becoming a network-centric, knowledge-based organization. The Army's Knowledge Management strategy capitalizes on the AKO pilot and includes the development of an enterprise infrastructure for sharing knowledge among Army communities to improve decision dominance by commanders and business stewards.

Virginia Department of Taxation
Online filing options for businesses and citizens in the Commonwealth of Virginia slash time, cost, and frustration. The goals of Virginia's online initiatives were to streamline the process for all participants and reduce or eliminate the handling of paper returns which experience an error rate of approximately 20 percent, compared to about 3 percent for electronically filed returns with the dual benefit of simplifying the taxpayer's filing experience and dramatically reducing the number of returns that require an unwelcome follow up to resolve errors.

Health Care

Roche France
Hoffman La Roche is one of the world's leading research-oriented health care groups in pharmaceuticals and diagnostics. The challenge for Roche France was to create a dynamic Web site with customized tools to improve service and increase loyalty in a highly competitive market. Their solution was ATG Relationship Management Platform with an integration to their Siebel system. (This case study is also available in French.)

High Technology

AT&T Wireless
AT&T Wireless is the second largest wireless carrier in the United States based on revenues. With 21.737 million subscribers as of June 30, 2004, and revenues of more than $16.8 billion over the past four quarters, AT&T Wireless delivers advanced high-quality mobile wireless communications services, voice and data, to businesses and consumers, in the US and internationally. With the complexity of offerings and increasing number of wireless Internet subscribers, AT&T Wireless was in need of a universal solution to address the rapidly increasing number of documents maintained addressing customer issues.

Hewlett-Packard
At its heart, Hewlett-Packard (HP) is a technology company, fed and fueled by progress and innovation. The $73 billion technology solutions provider even has its own research lab, pursuing breakthroughs in areas from next-generation computing to atomic resolution storage. But the majority of HP's research happens within the business groups, which develop today's products and services for more than one billion HP customers in 160 countries on five continents. One of these business groups, HP Education Services (HP ES), has brought the spirit of innovation to the HP ES Web site (education.itrc.hp.com), to ensure that customers are as satisfied with the HP education experience as they are with HP products.

EMC Corp.
EMC introduced dozens of new products, supporting a spectrum of operating environments, in a period of just a few years. Management saw significant increases in the number of support calls - and in the number of customer service representatives (CSRs) required to handle them. EMC's customers had always been able to rely on the autodiagnostic capabilities of EMC's enterprise storage hardware - and on the company's technicians to fix problems proactively. But the company's fast rise to industry leadership in storage management and networked storage ushered in completely new customer questions about product compatibility within a tremendous variety of operating systems. The company required a knowledgebase implementation from Primus (now ATG) that would reduce training time and repeated answering of the same questions.

Concerto
Concerto Software is a leading provider of customer interaction management solutions that help more than 1,100 companies worldwide manage contact center interactions via voice, fax, e-mail, and the Web. The company's 500 employees are located throughout North America, Asia, Mexico, South America, Europe, and Australia, with global headquarters in Massachusetts. Concerto decided that a knowledge management solution from Primus (now ATG) would help collect the bits and pieces of valuable information scattered among customer service representatives (called "engineers"), including overseas support staff.

Concord
Concord Communications was founded in 1980 to develop modems and probes for business networks. Since then, the company has moved from hardware to software and now specializes in performance management software for the networks, systems, and applications that power information technology infrastructures. Its eHealth products, modules, and components handle everything from capacity planning, problem diagnostics, and fault management to integrated views of global infrastructures. Concord selected a knowledge management solution from Primus (now ATG) in order to convert Customer Services to a knowledge environment.

3COM
3Com simplifies how people connect to information and services through easy-to-use connectivity products and solutions for people and businesses. The Santa Clara, California based company also provides access infrastructures and IP services platforms for network service providers. The company mission, to connect individuals and organizations to information in more innovative, simple, and reliable ways than any other networking company in the world, requires that customers have a simple and convenient point of access to product information and support. 3Com actively sought a knowledge management solution from Primus (now ATG), originally an internal tool for customer support engineers.

dynamicsoft
dynamicsoft Inc.was founded in 1998 with a mission to "build a great company that changes the way the world communicates." To that end, the East Hanover, NJ-based company offers carrier-class communications software that enables next-generation service providers to deliver basic and enhanced voice over IP services (VoIP). dynamicsoft's management team recognized that delivering high-quality customer service could be a key competitive advantage. To meet this challenge, dynamicsoft implemented an enterprise-wide knowledgebase from Primus (now ATG), believing it would not only help the company better respond to its customers, but also bring significant efficiencies.

Firstlogic
Firstlogic's information quality tools enhance and match business critical information anywhere it is touched, stored, or moved across the enterprise. As the company's solution set became increasingly diversified, it was important to make all of the company's customer service representatives (CSRs) more versatileand valuable - by allowing each to share in the knowledge of the whole team. With the integrated implementation of Primus (now ATG) and CRM software, management realized they could use automation to provide the best possible customer service while making the CSRs more efficient.

Handspring
After reinventing handheld computing with the creation of the Palm Pilot in 1996, Jeff Hawkins, Donna Dubinsky, and Ed Colligan left Palm Computing and created a new venture in July of 1998. Called Handspring, the new company's mission was to fundamentally change the way people organize, manage, and communicate. The vehicle for change: Visor, a handheld computer that takes advantage of an open, royalty-free expansion platform called Springboard.

Manufacturing

Heidelberger Druckmaschinen
Through its online self-service project, the printing machine manufacturer is reducing support and transaction costs, while simultaneously expanding its range of services. Their global online strategy is being executed utilizing ATG's commerce and self-service solutions; and by deploying ATG Scenario Personalization to present customers with personalized information regarding their product purchases.

Papyrus
A leading business-to-business paper merchant, began computerizing its business in the 1960's. As a natural extension of its offline sales and service, the company recently re-launched its online self-service application using ATG. Find out how the new ATG-driven Papyrus sites helped produce a significant increase in customer loyalty.

Newell Rubbermaid
Marketing and manufacturing giant Newell Rubbermaid has grown to its current stature by acquiring numerous companies complementary to its consumer product line. Read how centralizing its e-business on an ATG platform enabled them to reduce development costs by up to 75 percent while improving service to customers, suppliers, and employees.

Bunge Limited
Agribusiness giant grows and thrives with ATG solutions. Bunge Limited is an integrated, global agribusiness and food company operating in the farm-to-consumer food chain, with primary operations in North and South America and worldwide distribution capabilities. Agribusiness leader empowers its trading partners with online interactions resulting in higher loyalty and significant ROI.

Fila
Fila formulated a business strategy which called for creating a powerful, self-service, online environment where retailers could get all the information they needed about Fila products. Fila chose ATG Commerce for its comprehensive solution to market, sell, and service their online business customers, channel partners and consumers. "Without a doubt, with the new filatobiz.com Web site we have been able to substantially reduce the cost of reaching and servicing our business customers through ATG's powerful self-service capabilities."

Premier Farnell
Premier Farnell is a leading global electronic components and industrial products distributor trading in over 100 countries. Using ATG Relationship Management Platform, the company has created 23 international Web sites, each capable of delivering highly localized and personalized content to its customers.

The 3M Company
3M is one of the world's premier manufacturing companies, with operations in more than 60 countries. The company's research and development portfolio features 100 leading technologies, which include abrasives, adhesives, non-woven fibers, films, precision coatings, fluorochemicals, ceramics, optics, and microstructured surfaces. 3M has developed thousands of products from these technologies in the past decade. The volume of calls referred to experts (call escalations) began to take a toll on productivity and to threaten the continual innovation that 3M is known for. Management decided to implement knowledge management technology from Primus (now ATG) in order to free up the experts to innovate and to allow all customer service reps to share in - and contribute to - a pool of expert knowledge.

Media and Entertainment

A&E Television Networks
Maintaining separate online stores for each brands left A&E Television Networks (AETN) with no ability to leverage the special interests of its customers for cross-brand promotions and sales. Moreover, managing the separate stores was time-consuming and costly. AETN had to find a better way to create more reliable and personal online experiences for its customers.

Bookspan
Bookspan, the premier direct marketer of general interest and specialty book clubs, increased sales at a rate of 100 percent growth within two years after moving to ATG. With nearly 40 unique book club brands under its purview, Bookspan faced a tremendous challenge to integrate all of its discrete Web sites into a single technology platform, to provide a consistently superior customer experience across brands. They also needed a way to market more efficiently and cost-effectively, without incurring significant IT costs. ATG and its scenario personalization technology made it all possible.

Reader's Digest
The Reader's Digest Association, Inc. is a global publisher and direct marketer of products that inform, enrich, entertain and inspire people of all ages and cultures around the world. Having amassed the world's largest readership of any magazine, they wanted to extend their success online. With ATG Commerce Reader's Digest has been able to increase site activity and new subscriptions while reducing customer service costs.

Boston Symphony Orchestra
The Boston Symphony Orchestra (BSO), Boston Pops, and Tanglewood Music Center are institutions in Massachusetts and to music lovers around the world. Their widespread popularity combined with their diversity of events and services made it challenging to create an effective outlet for communication with patrons and supporters. Challenging, that is, until ATG helped tie their many marketing and customer service initiatives into one powerful Web site. Now everyone is making beautiful music together at www.bso.org.

The Station
It's not whether you win or lose, it's how you play the game. For nearly 10 million subscribers, how they play is online at The Station, Sony Online Entertainment's gaming destination. The Station is an online haven for the gaming community and one of the Internet's leading entertainment networks, delivering news, video, and amusements from Sony Pictures Entertainment, Sony Computer Entertainment, Verant Interactive, and third-party developers.

Retail

Franklin Covey
Franklin Covey is a global manufacturer of training and productivity tools, and creator of the "7 Habits of Highly Effective People" book series. The company's Web site offers a suite of effectiveness training, productivity tools, and assessment services for organizations and individuals. Their new Web site, created with ATG Commerce, was only 11 weeks in development, and under budget. Shopping cart abandonment on the new site has decreased by 20 percent, and e-commerce sales now account for a higher portion of Franklin Covey's revenue than sales from other channels.

Fila
Fila formulated a business strategy which called for creating a powerful, self-service, online environment where retailers could get all the information they needed about Fila products. Fila chose ATG Commerce for its comprehensive solution to market, sell, and service their online business customers, channel partners and consumers. "Without a doubt, with the new filatobiz.com Web site we have been able to substantially reduce the cost of reaching and servicing our business customers through ATG's powerful self-service capabilities."

Cabela's
Cabela's is the world's foremost outfitter of hunting, fishing and outdoor gear through mail order catalogues, retail stores, and the Internet. The company publishes and mails more than 70 million catalogues each year to customers in all 50 states and 120 countries. Seven retail stores feature a complete selection of outdoor gear and clothing, as well as educational and informative wildlife displays.

Hooked on Phonics
Gateway Learning Corporation is a creator, marketer, and distributor of children's educational products and programs for home and classroom use. Their flagship Hooked on Phonics® programs have a phenomenal 97 percent brand recognition in America. To date, nearly 2 million copies have been sold.

Reader's Digest
The Reader's Digest Association, Inc. is a global publisher and direct marketer of products that inform, enrich, entertain and inspire people of all ages and cultures around the world. Having amassed the world's largest readership of any magazine, they wanted to extend their success online. With ATG Commerce Reader's Digest has been able to increase site activity and new subscriptions while reducing customer service costs.

J.Crew
Headquartered in New York City, J.CREW GROUP, Inc is a leading specialty retailer offering a wide range of men's, women's and children's apparel, shoes, accessories and personal care products through its fast-expanding retail network of 133 stores in the US and 76 licensed stores in Japan, its industry leading e-commerce site and its signature mail-order catalog. ATG Commerce powers jcrew.com and supports 7000 simultaneous users and generates $100,000 in revenue by the hour.

Boston Symphony Orchestra
The Boston Symphony Orchestra (BSO), Boston Pops, and Tanglewood Music Center are institutions in Massachusetts and to music lovers around the world. Their widespread popularity combined with their diversity of events and services made it challenging to create an effective outlet for communication with patrons and supporters. Challenging, that is, until ATG helped tie their many marketing and customer service initiatives into one powerful Web site. Now everyone is making beautiful music together at www.bso.org.

Kingfisher
Kingfisher is a thriving retail group with over 1300 stores across 16 countries and has some of the best known retail brands in Europe, including B&Q, Castorama, Comet, Darty, and BUT, among others. They are determined to provide customers with an unbeatable shopping experience built on great value, service and choice while rapidly identifying and serving their ever-changing needs.

Smith and Hawken
For a company to prevail not just survive in the highly competitive world of e-commerce, it requires both a variety of sophisticated technologies and a range of professional planning and implementation skills. Since no one organization can possibly have all that talent on board, ATG partners with industry-leading companies that provide complementary technologies and/or deploy experts as needed to raise joint clients to exhilarating new heights in e-business. This article describes how those partnerships worked for Smith & Hawken.

BMG Direct
With about 10 million hits per day, BMG Direct's online music store, bmgmusicservice.com, is one of the most popular sites on the Web. Read this case study to see how BMG relies on Dynamo to tailor promotions to 8 million club members and continuously update its online catalog without affecting site performance.

Travel and Leisure

American Airlines (AA.com)
American Airlines upgrades AA.com with ATG Relationship Management Platform to improve the overall customer experience. Since launching the new Web site, AA.com traffic has increased by nearly 25% to an average of 750,000 daily visitors. The site has enhanced the customer experience through easier navigation, better speed, frequent updates, and increased stability.