Case Studies

Known for designing, marketing and selling its own brand of laidback clothing for teenagers and young adults, American Eagle Outfitters has built a powerful, brand-defining denim business. Yet extending the momentum of this business to the online arena - and integrating it with other customer touch points -- was becoming an increasingly difficult, resource-intensive task for the company. Find out how they tackled the challenge with ATG. Download now

As the largest wireless company in the United States, in 2006 AT&T boasted over 61 million wireless subscribers to the nation's largest digital voice and data network. But to stay on top in the fiercely competitive wireless telecom market, no player can rest on its laurels. Continuous innovation is a must. AT&T saw an opportunity to stand out among its B2B customers, and gain market share with this segment. Using ATG Commerce, AT&T rolled out more than 50,000 unique sites to serve business customers - all managed centrally from the ATG platform. The wireless carrier achieved a dramatic increase of nearly 100 percent year-over-year in new customer additions and significantly reduced its customer churn rate. Download now

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. Download now

The Boston Symphony Orchestra works hard to make classical music more relevant and engaging to a wide audience. In 2007, the BSO re-tuned its Web sales and marketing efforts to reach a broader market with targeted music events, subscription sales, merchandise, special offers, and donation programs. A refreshed Web site www.bso.org and online marketing strategy appeal to listeners’ individual interests. As a result, Web-based transactions now account for 40 percent of BSO ticket sales. Download now

As a rule, men hate to shop for clothes; it can be even more painful for those hard-to-fit guys with exceptional height or girth. Casual Male embraces the members of this underserved market segment, not simply filling their orders, but aiming to provide them with the ultimate shopping experience. The company counts on the ATG Commerce Suite for a multi-channel solution: powering a host of Web stores and in-store kiosks, to assure ongoing customer satisfaction and loyalty. Download now

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. Download now

Visit the self-service Web site of Discovery Health and you'll find a lot more than you might expect from a big insurance company. By combining its consumer-driven healthcare model with its science-based wellness program, Discovery Health is differentiating itself while delivering real motivation for its membership to stay fit and strong. Download now

The ability of InterContinental Hotels Group (IHG) to provide a superior online experience was hampered by having 16 different legacy systems and most of its Web site hosted by a third party. IHG chose ATG to create a dynamic site that continually collects information about customer preferences, offers more relevant and timely content and programs, and dynamically responds to customer actions. Implementing ATG's personalization and scenario server technology alone has delivered more than $200 million in incremental transaction revenue. Download now

Jo-Ann Stores, Inc., the United States leading specialty retailer for fabric, patterns, crafts, seasonal products and other merchandise, offers customers an experience that provides the products, guidance and inspiration to fulfill their creative pursuits. With some 40,000 products spanning 15 product categories, developing an online store in which customers could easily find and adequately preview its products was a daunting task -- as was getting a big shopping cart abandonment problem under control. Find out how they did it with ATG. Download now

Liverpool, the largest department store chain in Mexico, prides itself on meeting the needs of its customers at every life stage. But the retailer's legacy CRM system couldn't deliver the goods over the Web. ATG Commerce helped Liverpool bring the best of its brand to the Web - and gave business users the tools to enable easy and rapid changes. This new ATG-powered site drove 100%+ sales growth in its major night sales without compromising server response or transaction times. Download now

Tommy Hilfiger is one of the world's most recognized premium lifestyle brands, selling its merchandise through specialty retailers, department stores, and over 800 dedicated retail stores and outlets worldwide. From the start, the company knew its core competencies were marketing and merchandising, not IT. It was not interested in taking on a large headcount and/or technology infrastructure to run its online business. Cost was also a key factor. After reviewing all the relevant e-commerce solutions available, Tommy Hilfiger engaged with ATG for both an on demand e-commerce solution and automated, personalized recommendations. Online sales more than tripled in the site's first year. Download now

SAIC, the largest employee-owned research and engineering company in the US, uses ATG's agent-assisted service solution, ATG Knowledge, to power its UK technical support helpdesk that serves the employees of large companies. ATG's unique solution for finding enterprise knowledge has revolutionized the way SAIC Ltd works, with significant improvements in the quality and speed of answers delivered at the first point of contact. With higher first-line fix rates, customers are more satisfied. And fewer escalations leave second-line staff free for more productive work. With ATG, SAIC has also experienced a great return on investment in reduced management costs. Download now

1-800 Radiator is an auto parts distribution franchise and the largest independent parts distributor in the nation. 1-800 Radiator set up dynamic routing on their Web site to direct visitors to a local franchise, immediately offering live help via chat with an eStara Click to Call integration. This implementation was so successful that 1-800 Radiator has removed the shopping cart application from their site and is converting 40 percent of Click to Call users. Download now

One of the Internet's leading automotive marketplaces, Autobytel leveraged eStara Form to Phone to deliver qualified leads to its network of local dealers. As a result, revenue is up triple digits, and the number of qualified leads being contacted has increased 52%. Download now

Boat Trader is continually searching for new ways to improve performance and deliver ROI to its advertisers and dealers. eStara Click to Call quickly connects BoatTrader.com buyers with dealers by giving shoppers a seamless transition to a phone or PC-based voice interaction from any online medium. Some dealers report close rates as high as 80 percent for prospects who use Click to Call. eStara Call Tracking enables advertisers to track prospective buyers, including their on-site shopping paths, and track inbound phone responses to both online and offline campaigns. Download now

Continental Airlines is the fifth largest airline in the U.S., serving more international cities than any other U.S. carrier. The airline uses Click to Call strategically to help online customers complete the reservation and online ticketing process. Using Click to Call, the company has reduced Web site abandonment by up to 35 percent and has doubled conversion rates. Download now

To improve lead conversion rates on its classifieds Web site, the industry leader in motorcycle classified ads deployed eStara Call Tracking from ATG. Call Tracking enables Cycle Trader and its advertisers to follow prospective buyer interactions across different channels, understand buyers' shopping paths, and track advertisers' responses to inbound phone inquiries. Cycle Trader can now give its advertisers new insights into prospect activity and better demonstrate the ROI of their ad listings. Download now

Daimler AG (formerly DaimlerChrysler), one of the world's largest automobile manufacturers, was challenged to increase the conversion of Web site visitors into actual buyers. Using Click to Call, DaimlerChrysler has converted 20 percent of Click to Call calls as compared to standard inbound calls. They have increased their call volume and shortened the sales cycle for their dealerships, while improving customer satisfaction. Download now

Esurance saw a market opportunity in helping people more easily purchase auto insurance — a complex product — over the Web. The company uses eStara Click to Call to let online customers request an immediate phone call from a customer service rep. With Click to Call, Web site abandonment has dropped by as much as 25 percent, and new prospect inquiries have risen by 30 percent — while delighting customers with more responsive service. Download now

Harris Bank provides more than 1.5 million personal, business, corporate and institutional clients with banking, lending, investing and financial management solutions. When Harris Bank wanted to use their Web site to increase the amount of online leads and track where these leads were coming from to generate more sales, they turned to eStara Click to Call and Call Tracking. Download now

Perhaps more than any other product, choosing the ideal desk chair is a uniquely personal decision. To win online business, retailer Home Office Solutions has to find the perfect fit for its customers, who can't "sit for themselves" in a showroom. eStara Click to Call almost instantly improved sales performance throughout the online shopping process, from follow-up telemarketing to unclosed prospects. Download now

Jenny Craig implemented a customized Click to Call solution to connect online prospects directly with a weight loss consultant over the phone. Calls are routed to the visitor's local Jenny Craig center directly from the Web site; if the local consultant is not available, the call is directed to Jenny Craig's call center to ensure immediate response. Jenny Craig has doubled conversion rates compared to those of previous contact methods, increased call volumes and improved customer loyalty. Download now

As France's largest alternative provider of telecommunications and ISP services, Neuf offers a full suite of products, including Internet access, VoIP, TV over ADSL, and mobile telephony solutions. Neuf opted to deploy Click to Call on strategic pages throughout the online sales path. Prospects have the ability to speak directly with a call center agent if they have trouble completing a transaction online, and require additional assistance. As a result, the company has increased revenue by 10 percent. Download now

OPEL's advertising agency By The Way Advertainment/Markee designed the creative work and production of a movie clip combined with a click to call component, which was integrated into the Web site. OPEL triggered this campaign by sending out an e-mailing of 20,000 contacts pointing visitors to the campaign microsite prepareyourhair.com. The campaign generated more than 500,000 calls since its inception and that Opel has taken steps to expand to other markets. Download now

With customers occasionally reaching a point in the online booking with questions which could prevent them from completing their reservation, Red Lion Hotels sought to implement a solution to assist the customer. With eStara Click to Call, Red Lion now offers customers the opportunity to directly connect with a representative when they require personal assistance. Download now

The Spanish online travel agent Rumbo has made the quality of customer service a mainstay of its business. Rumbo uses Click to Call to complement its existing customer services and is able to resolve issues instantly from the website. The company has improved its customer service and customer satisfaction thanks to eStara Click to Call, by finding out what the customer thinks and needs in real time to help improve the service on a daily basis. Download now

A global provider of accounting and financial management software for small businesses, Sage has more than 4.4 million customers worldwide. Sage wanted to allow online prospects to learn more about its products and chose eStara Click to Call to allow visitors the opportunity to speak Sage call center agent. Sage was able to recover 6% to 8% of website visitors that were abandoning their Web site and ultimately provide a 14% increase in conversion rates. Download now

Since its inception in 1986, SpaFinder has been the leading spa travel and marketing company connecting consumers with the spa experience via publishing, travel, Internet, and corporate incentive services. SpaFinder is deploying eStara Call Tracking and Click to Call services across its online directory and in its offline publications to demonstrate advertiser ROI. Download now

Spanair, a leading European airline, is using Click to Call on its Web site and is enjoying significant benefits. Using Click to Call, Spanair has been able to identify key points of abandonment during its booking process, and has reduced customer attrition. The program, which delivers more than 5,000 calls per month, has delivered an 80 percent sales conversion rate for the airline. Download now

ThomasNet is the top online purchasing destination for industrial buyers looking for anything and everything on the Web. It aims to give its advertisers online marketing and sales services that attract new buyers, generate new revenue sources, and grow their businesses. They turned to ATG for a solution to help measure advertising performance and better understand their users' buying behavior. With eStara Click to Call and Call Tracking, ThomasNet immediately improved tracking the offline performance of its advertisers' online campaigns, increased reported sales conversions, and better demonstrated ROI on its clients' marketing spend. Download now

Tommy Hilfiger is one of the world's most recognized premium lifestyle brands, selling its merchandise through specialty retailers, department stores, and over 800 dedicated retail stores and outlets worldwide. From the start, the company knew its core competencies were marketing and merchandising, not IT. It was not interested in taking on a large headcount and/or technology infrastructure to run its online business. Cost was also a key factor. After reviewing all the relevant e-commerce solutions available, Tommy Hilfiger engaged with ATG for both an on demand e-commerce solution and automated, personalized recommendations. Online sales more than tripled in the site's first year. Download now