CSPs Can Resolve Major Customer Issues and Create a New Marketing Channel Using JCS Collaboration Addin.

 

Apollo Beach, FL, October 28, 2007 - Conference Service Providers (CSPs), like any business, adhere to two principles of commerce; maintain the current customer base and grow the number of customers. JCS Collaboration Addin for Microsoft® Outlook® addresses these principles by integrating CSP services into the customer’s business processes, physically hooking the customer to the CSP, and using the current customer base as a marketing channel.

 

The Addin has been licensed by AT Conference®, GAN Conferencing®, InterCall® a subsidiary of West Corporation, and MeetingZone®. There are over 3,000 end users that have installed the Addin.

 

Maintain the Customer Base

 

Integrate Your Service

 

Customer’s demand excellent service. This is a given and must be provided first and foremost. As a result, excellent service is an expected commodity and not a means to distinguish one CSP’s service from another’s.

 

Distinction can be obtained by addressing specific customer issues with solutions not offered by other service providers. Often conference companies address niche markets with tools specific to their business processes. While this does distinguish them from other providers, it necessarily limits the market size by focusing on a specific segment.

 

The largest complaint heard from conference users in all industries and at all levels, executive down to end user, is the lack of integration with their business processes. Addressing this issue provides distinction without limiting the market size.

 

JCS Collaboration Addin integrates conference scheduling into the normal end user workflow. Scheduling a conference call is as easy as scheduling a meeting because it utilizes the same email or appointment form used for non-conference meetings. JCS Collaboration Addin relieves the end user of remembering and correctly typing the conference phone numbers, passcodes and url. It works in both email and appointment forms so users can use their preferred method to schedule a conference meeting.

 

Build Customer Dependence

Customer’s have plenty of options today when selecting a CSP. Cost is of course a major consideration. Often, another major criteria is the recommendations from business partners.

 

Once a service provider has been selected, satisfaction and loyalty are the main factors that prevent a customer from moving to another CSP. While these are items every CSP strives to provide, having a hook into the customer that makes it physically difficult to move to another provider is a significant benefit. This is, of course, not an alternative to excellent service. But it does make the customer more likely to bring an issue forward and provide some time for the CSP to address it before seeking another provider.

 

JCS Collaboration Addin resides on the end user’s workstation. Thus providing that physical hook that would require additional effort when changing service providers.

Growth

Conference Service Providers face a unique problem marketing their services. Because their service applies to a very broad market, it is impossible to select a single, or even a set, of magazines for print ads. Since they provide a B to B service, television does not address the right market. Direct sales and search engine optimization are the main avenues for marketing CSP services. Customer referral is low on the list if it makes the list at all.

 

Customer referral, as discussed earlier, is often a significant factor in selecting a CSP. This avenue is difficult to impact. The referral is, in most cases, not driven by your customer. Rather it is driven by someone in search of a CSP asking for a referral. So providing incentives to your customer is not going to impact the number of referrals received.

 

The Customer as a Marketing Channel

A highly effective approach is to utilize your customer’s business process to promote your service. Your end users are constantly in contact with conference participants through emails and appointments. Many of those participants are not your customer. However, they are conference users. Using the JCS Collaboration Addin, every email or appointment sent to conference participants can be used to establish your brand as the conference service provider, effectively turning your customers into a marketing channel promoting your service.

 

In addition to the large targeted audience, your brand is being promoted in a much more effective manner. Your logo and links are placed on emails sent to conference participants. That visual image has a much greater impact than the sound bite at the beginning of a conference. In addition, a record containing your information has been created in each participant’s email folder. Whenever a potential customer wants access to your information, it is only a few mouse clicks away.

 

JCS Collaboration Addin

The Collaboration Addin adds up to five buttons to an end user’s email and appointment forms. When selected, these buttons add conference information (phone numbers, passwords, URLs) to the form making it easy for the end user to schedule the meeting. The Addin also adds your logo and links to your website to the end user’s emails.

 

For detailed information visit http://www.jcstechnologies.com/Index_files/CspOADetails.htm or call John at 813-641-2162 for a demonstration.

 

About JCS Technologies, Inc.

JCS Technologies, Inc. was founded in 1993 and has developed software applications for major conferencing service providers and bridge manufacturers. The focus at JCS is to make conferencing easier for the end-user and the CSP, increasing utilization and driving down operational costs. For more information, visit www.jcstechnologies.com or call 813-641-2162.

 

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