Sentinel eDialog24 AS provides market-oriented solutions that meet the demands for unified customer and citizen service. eDialog24 has a unique focus on real-time communications throughout value chains, combining presence and IM (Instant Messaging) with streamlined process handling for all supported communication channels – Internet presence, Internet chat, SMS (Short Message Service), e-mail and telephony. eDialog24 differs from all known communication solutions and gives its customers documented competitive advantages and high value return on investment through increased sales, customer relationships and reduced support costs
Customer Communication StrategyInternet shapers are now changing their customer service strategies radically and are going from simple self-service to personal contact liaisons in order to secure customer relations and increase sales. This is exactly what eDialog24 Internet Presence Awareness enables – substance and quality from relevant parts of value chains become available for the end customer at the right time. This concept turns the Internet shop/premises into a living meeting point between customers and a specific company in every aspect to which this is applicable. This is made possible with powerful solutions for the direct conversion of mass communication to personal dialogue, combined with process handling and a flow that gives the fewest possible points of contact before a person gets the necessary clarifications from the company or value chain. eDialog24 is a proven case concept regarding Internet Presence Awareness, combined with back-office solutions for guaranteed follow-ups. Some references include the BMW Group, Transcom, SkandiaBanken (Customer Satisfaction Index leaders in Norway), Bilia Norway, Norway.no (eGov primary Norwegian portal), Telenor Telehuset
(e-shop which complements physical stores throughout Norway) and Bertel O. Steen (Mercedes, Peugeot dealerships).
Products
eDialog24 is a series of products and services that can function as independent solutions or be put together in a combination that is the most advantageous for an enterprise.
• NetService 24 enables customers and those seeking information to exchange questions, answers and information directly via chat on a website – there and then.
• E-mail 24 and LiveSMS 24 enables centralized handling of incoming company e-mail and SMS.
• Office 24 and Global24+ provides an overview of the personnel and their availability in an enterprise’s company/value chain and cooperative organizations. This allows colleagues and business partners to get in touch and collaborate when the timing is right for both parties and, as a result, the distribution of tasks are safer and quicker.
• eDialog24 Telephony makes the integration of random call centre telephony systems possible. eDialog24 seeks alliances within telephony/IP telephony in which eDialog will be strongly complementary to existing solutions/concepts.
The modules in eDialog24 exist in many different languages.
Usage Areas & Results
The usage areas for the module-based solutions of eDialog24 and the results of them include:
• Unified customer communications
• Internal time-saving communication tools offers a considerable degree of streamlining
• Process handling for all communication channels with storage in random CRM systems
• Better use of the enterprise’s accumulated competence
• Security, statistics, control and assurance
