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Date : 09/28/2000

MATRAnet Forges Partnership with e-RMA, an ASP Provider of Product Return Solutions

MATRAnet’s M>WebTouch Software to offer live customer aid for e-RMA customers

Redwood Shores, Cailfornia, USA. MATRAnet, a leading provider of Enterprise Relationship Management (ERM) software solutions, has been chosen to offer real-time online customer assistance to e-RMA's Web-based system for managing B2B and B2C product returns. Offered as an optional add-on when customers sign up for e-RMA's ASP-based service, the new feature will give users of e-RMA's system the ability to resolve questions about product returns on the spot via live interactive chat and other functions offered by MATRAnet's M>WebTouch customer interaction software. M>WebTouch's live intervention capabilities will also support upselling or cross-selling initiatives.

Under a joint marketing agreement, MATRAnet and e-RMA will also cross-sell each other's services.

"Our product return management system is designed to help merchants maximize service to their customers in both B2B and B2C environments, and MATRAnet's real-time client servicing capabilities give us a strong new component to add to our toolset," said Raj Rajagopal, President and CEO of e-RMA. "For clients that want the efficiency of handling product returns online but the benefits of instant human intervention for exceptional or cross-selling situations, this offers the best of both worlds."

e-RMA offers Web-based return management solutions that lower the cost of processing returns of both online and offline purchases. Designed for enterprises, e-commerce service providers and fulfillment houses in the B2B and B2C marketplaces, the solutions minimize or eliminate manual handling of returns throughout the supply chain, ensure smooth service for customers, and provide detailed reports on return patterns that merchants can use to identify problems.

With the addition of MATRAnet's M>WebTouch solution, e-RMA's clients can interact with customers during the return process via live interactive chat, instant telephone call-back, and direct e-mail messaging allowing customer service representatives to answer questions as they arise. Users will also be able to take advantage of MATRAnet's ability to synchronize browsers between the Web site visitor and the agent for collaborative browsing, plus live customer profiling that provides the agent with on-screen information about the visitor's interests and buying history. 

MATRAnet's CEO Fabrice Bourdeix said of the partnership, "In the ASP space, good customer support is imperative, and I am confident that M>WebTouch will enable e-RMA to accomplish its goal of providing the highest levels of customer support for online returns."

MATRAnet's M>WebTouch is a global eCommerce Enterprise Relationship Management (ERM) software and hosting solution that offers personalized, Web-based interactive customer service to increase consumer satisfaction and enhance customer loyalty.

M>WebTouch 3.0 blends seamlessly into active Web sites with little or no site disruption. It runs on Linux Red Hat, Windows NT and Solaris platforms, as well as relational databases such as Oracle 8i, Microsoft SQL Server 7.0, Sybase Adaptive Server 11.9.2 and Informix Dynamic Server 7.31.