Press Release
Australian Trade Commission Employs SilkRoad's ChatBlazer to Drastically Increase Global Business
SilkRoad technology inc., the leading provider of enterprise-class, easy-to-use content management and collaboration software, today announced the Australian Trade Commission (Austrade), a federal government agency that assists Australian companies obtain overseas business for their products and services has successfully deployed ChatBlazer, SilkRoad’s enterprise-class chat software. Austrade leveraged ChatBlazer for its business development advisors to bring in new exporters and provide initial advice via an easy-to-use chat feature on its Web site.
In it's first full month of operation (July 2004) Austrade ExportChat powered by ChatBlazer achieved immediate results; enabling one particular operator to sign up eight additional new exporters (a 36% increase on his monthly average) and deliver real-time service to over 30 existing clients & guests. To date, through 2 rooms, Austrade has been able to offer superior client service to just over 100 clients and guests. By establishing this new channel through which businesses can access Austrade services, the organization seeks to contribute to an over-arching corporate target, set by dynamic Managing Director Peter O'Byrne, to double the number of Australian exporters by 2006.
“ChatBlazer’s slick, professional interface, rich features and functionality bore positive, impressive results early into our deployment,” said Rodney Gilchrist, business development advisor for Austrade. “By utilizing ChatBlazer, we are able to broaden and enhance our existing range of service delivery modalities, resulting in a greater number of leads that are converted to secured business. We have already received amazing feedback from our users; citing that our chat feature has indeed become an invaluable service channel. By using features such as page push, operators can present guests with a wealth of information from the Austrade website site as well as from any other site on the internet”
Through ChatBlazer, Austrade is also able to offer expert coaching services, online business matching services, online seminars and event-focused Q&A sessions to exporters, both potential and current. In addition, on a higher level, Austrade is realizing the transformation of its Web service from a self-service to a full-service model, enabling clients to utilize the Web channel the way they want to use it. ChatBlazer also enables Austrade ExportChat to act as a collaboration tool for various Austrade offices and exporters. For instance, for an international trade event, such as an automotive show in Detroit, one U.S. office might send a chat invitation to Australian exporters of automotive aftermarket products, requesting they attend an online chat to discuss the benefits of participation in that event.
“SilkRoad recognizes the critical nature involved with some of the challenges global-reaching businesses face,” said Peter Quintas, Chief Technology Officer of SilkRoad technology. “It is simply not enough to rely on e-mail or voice mail anymore because often times too much time passes before inquiries are made via these methods get a response. With dynamic chat, customers are realizing immediate feedback and very personalized experiences, which means an even greater chance for a company to win their business.”
With representation in 109 locations within 57 countries, Austrade is experiencing tangible cost-savings by utilizing ChatBlazer in conjunction with traditional means of lead-generation, such as video-conferencing, telephone calls and pounding the pavement at domestic trade events. As an organization funded by tax-payers, this is especially crucial, when considering the costly issues involved with time-zone differences and long-distance calls.
About Austrade
The Australian Trade Commission (Austrade) is the Australian Government agency that helps Australian companies win overseas business for their products and services by reducing the time, cost and risk involved in selecting, entering and developing international markets. Its mission is to contribute to community wealth by helping more Australians succeed in export and international business. Represented in 109 locations in 57 countries, Austrade also has an extensive domestic network throughout Australia. Austrade offers practical advice, market intelligence and ongoing support-- including financial-- to Australian businesses looking to develop international markets. Austrade also provides advice and guidance on overseas investment and joint venture opportunities, and helps put Australian businesses in contact with potential overseas investors. www.austrade.gov.au
