SANTA CLARA, Calif.—February 20, 2006—Clearwell Systems, a pioneer in the emerging Email Intelligence market, today announced International Network Services (INS), a leading provider of business and technology consulting services and software solutions, has deployed the Clearwell Email Intelligence Platform™. INS selected Clearwell to organize and analyze valuable information shared across the company’s email systems, resulting in a significant reduction in customer response times and unprecedented improvement in field productivity.
Without a central knowledge base for email, INS was underutilizing one of its greatest assets. Hundreds of INS field consultants utilize email aliases to ask key questions and obtain advice and information from colleagues around the world, resulting in massive amounts of email being exchanged across the company. This intrusive and time-consuming process resulted in lengthy response times and lower field productivity. As many as 90 percent of the questions sent to email aliases were repetitive, with answers already existing in previous email threads.
“We needed a sophisticated solution that would help our field consultants spend less time interacting with the knowledge base and waiting for a response, and more time building customer satisfaction and maximizing productivity on site,” said Jon Rolph, managing vice president of training and knowledge management at INS. “Clearwell enables us to significantly shorten response times to address questions in the field and drastically increase overall productivity. From a strategic standpoint, we also wanted a system that was intelligent enough to proactively analyze our emails and identify new business opportunities.”
By tapping into the wealth of information in its email systems, INS was able to expedite response times to queries and sharpen its strong competitive edge by analyzing critical issues and identifying profitable new areas of expansion. Clearwell now enables INS field consultants to respond to customer issues and solve problems without waiting hours for a response from a colleague. The central organized index of all knowledge shared across the company has resulted in improved productivity, superior customer satisfaction and increased revenue. By proactively tracking important topics discussed over email, the automated system also supports the firm’s broader corporate goal of more closely aligning field efforts with strategic business objectives.
“INS employs a global network of field consultants, resulting in a buildup of massive amounts of information in the company’s email systems,” said Aaref Hilaly, president and CEO of Clearwell Systems. “INS implemented Clearwell’s solution to organize and analyze the knowledge captured across its numerous email aliases, making the information available to network consultants quickly and easily. We look forward to helping INS further leverage its rich email knowledge base, increasing efficiency and supporting strategic initiatives across the company.”
INS offers a comprehensive set of business and technology consulting services and software solutions to help organizations reduce operational risk, increase productivity, and support revenue growth. Our IT Infrastructure Consulting Services deliver secure, business-centric infrastructures that integrate network, security, and storage technologies with best-practice operational frameworks. Our Immedient Business Solutions streamline and enhance business processes for enterprise project management and collaboration and analytics. And our Diamond IP Software provides flexible and scalable software solutions for managing today's complex IP networks. We have delivered tens of thousands of successful engagements worldwide over more than a decade of operation. INS is headquartered in Santa Clara, Calif., and has offices in the U.S., Europe, and SE Asia. For additional information, please contact INS at 1-888-767-2788 in the U.S.
Santa Clara, Calif.-based Clearwell Systems is transforming the way enterprises discover, organize and analyze the information across their corporate email systems. Clearwell enables business and IT executives to lower discovery costs, reduce fines, grow revenue and improve customer satisfaction. Fortune 500 companies—large energy companies, major financial institutions, leading high-technology companies, and global professional services organizations—have realized immediate and significant value within days of their production deployments. For more information, visit www.clearwellsystems.com.