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What we do

Analytics & Big Data

Customer Experience Management

Marketing & Sales Force Automation

Social Media Analytics

Advisory Services

Training

Achieving insight

At iMovo, we believe that the answer to business growth lies in truly understanding your customers, how they are interacting with your organisation and the value they are contributing, as well as how you are creating value for them.

As a leader in the fields of Customer Experience Management (CEM), Business Intelligence (BI) and Big Data Analytics, iMovo helps organisations achieve insight in the customer value chain, behaviour and expectation, to empower them to plan and execute profitable multi-channel strategies aimed at meeting the customer needs of today and the future.

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Latest from the Blog

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Dealing with the Fourth Industrial Revolution

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Since the early part of last century, technological progress has marched forward at sharp rate, albeit with the so called "waves" coming hard and fast as a north easterly storm on the coast. After a surge in innovation in the field of information technology dating back to the 1970s, with the emergence of the first "personal" device - the PC and stretching well into the early years of this century, we seem poised on what could become a very big wave. Some economists have posited the idea that we are about to embark on the "Fourth Industrial Revolution".
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Data analysis: History of Maltese Football

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How many matches did the Malta national football team win throughout the years? Who's the coach which helped winning most games? Which was the best year for our national team? Click through this dashboard to learn more about our football history.
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Whatever you want

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At the core of a CRM approach is the appreciation that customer life-time value can be optimised when deeper relationships are formed between carefully targeted customers and the respective business organisation.
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Big data analytics: translating information into knowledge

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The concept of Big Data has been around for a number of years now and although businesses have started to understand the importance of streamlining and analysing all the data captured and combining this with sources of data from external sources, some are still unsure about what it is and how it can be used.
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Zendesk Talk update: New Call Monitoring feature available

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Zendesk has recently announced the launch of Call Monitoring, a new feature which will be available exclusively to customers on the Talk Advanced plan. With the new Live Calls dashboard, Zendesk admins will now be able to see at-a-glance all ongoing calls, listen in on agent conversations and barge in on calls when agents need support or escalation.
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Hybrid App Development: Taking web dev to the mobile

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I'd always felt that mobile app development was a challenging field to delve into and that it would require a lot of patience and experience before being able to roll out a decent, usable application. Well, I'm sure all good apps need such a mindset, however, as technology continuously morphs with new ideas, we've been gifted with alternative solutions that stray from the native path..
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Zendesk Success Story: Surrey County Council

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iMovo has recently successfully implemented a customer service project for the Surrey County Council.
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Project Management - Old Dog, New Tricks.

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Mention the word “project” and more often than not this will conjure up images of dismal failure and fiascos. The popular press just loves to expose the demise of major projects through overspending and late delivery. More often than not such stories chronicle serious inefficiency and mismanagement on the part of those responsible for the implementation of the project.
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Talend Data Preparation

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Do you often need to deal with incomplete and incorrect data? Do you need to cleanse or augment your data, or group records based on similar values in fields? Do you need to integrate lists of data from different applications with different date formats? Do you need to mask names in email fields so only the domain name shows?...

JIRA: The Project Leader’s Best Friend

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If you currently face project management issues, I highly recommend considering JIRA. Without it I know I’d feel the dread: three weeks in, we would be swirling in a cauldron of unfinished tasks from one sprint and a fresh batch of new tasks to be added to another.
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The Missing Piece of your Modern Consumer 360°

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This article shall attempt to provide a number of hints as to how an organisation can offset the difficulty of developing an effective customer profile through an efficient and effective support process.
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Betting on Customer Support: Zendesk and iGaming

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Quick, easy, and effective constitute the cornerstone of any successful business; however, they take on a greater importance in the highly competitive and impulse-driven iGaming industry. Let's take a look at two Zendesk features that can turbocharge iGaming customer support.
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Zendesk and Google Play: Turning Reviews Into Tickets

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Your Zendesk can be extended to Google Play Reviews by installing a first party app. This will then connect to your Google Play Developer account and a ticket is created for every review posted on your app’s Play Store listing.
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And How Can I Assist You Today, Sir?

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What are Chatbots? How do they work? Discover how Facebook Messenger and Zendesk are using chatbots to help businesses enrich their customers’ journeys.
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The Zen of Social Customer Support

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That the “the customer is always right” continues to haunt the corporate world to the delight to customers who seek to get the best out their hard-earned money. But it is progressively getting worse in the age of personal mass communication as customers easily resort to digital and social media if they don’t get it immediately right...
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What is Big Data?

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If you’re trying to figure out what Big Data is – you really need to stop. Stop and think, that is. Big Data can’t be defined by the size or speed of the data, but rather than by the opportunity it can create for you. It’s a state of the mind, more than it is a state of the art technology...
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Listen Up more than Speaking Up on Social Media

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How do you defend your social media reputation? How do you listen to conversations, spot the key influencers, and judge the ‘sentiment’ or mood? There are a few steps to take to make sure you benefit from good coverage and word of mouth and take the necessary action to counter any disparaging reviews or comments, irrelevant whether you deserve it or not.
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Welcome Aboard!

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We are excited to introduce you to our newest additions to the iMovo family; Roshan, Stefanos and James!
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Malta Hosting CHOGM 2015

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This dashboard compares countries according to different indicators; such as Population, Economy and Wellbeing.
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CHOGM15 - Protecting Natural Resources

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This infographic gives an overview of which Commonwealth countries are the biggest consumers of crude oil and electricity. You will also be amazed to discover which countries have already moved away from fossil fuels and are already relying heavily on renewable sources of energy.
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Four Zendesk Apps for all Four Seasons

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Zendesk enables you to seamlessly integrate an unlimited number of applications which further extend its capabilities. We have already highlighted five free apps in a recent article: “5 Free Zendesk Apps that will Make Your Life 10 times Easier". We will continue where we left off and introduce you to another four Zendesk Apps which are very popular with our customers.
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The Concealed Treasure Uncovered

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The seemingly ever-present Arab in Black meant that those around it never questioned its significance. Similarly, corporate data in today so pervasive in our everyday business processes that few ever bother to question the true value of such data if exploited within a different or diverse context.
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The Importance of Using CRM in your Business

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There are countless ways to leverage the CRM towards developing new opportunities. Applications such as cross-selling, up-selling, profitability analysis, and campaign management are just a few, and innovative possibilities are evolving all the time.
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Increase your impact with Microsoft Dynamics Marketing

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Microsoft Dynamics Marketing is a stand-alone, integrated marketing management solution for marketing operations, planning, execution, and analytics across all channels—digital, social, and traditional.
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Customer Support 7th Heaven – How to Get There in 7 Easy Steps

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Online Help Centres provide customers with a complete self-service support option. Customers can use it as a knowledge base, community and customer portal. But, what makes a good help centre? What are the components that are critical for customers’ satisfaction?
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Data Visualisation: Endangered Safari

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This visualisation illustrates the population stability and endangered status of large African mammals. Animals facing left are decreasing in population whereas animals facing right are stable or increasing. RJ's use of color emphasizes the most crucial information while his use of shape and placement make this visualization delightful to look at.
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Why Outsourcing Is So Last Year

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Whereas for the past decade, technical and customer support has been in the vanguard of outsourced services, we've observed an interesting counter phenomena which I thought I'd share with fellow business leaders and perhaps try to give some insight into a growing trend.
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Big Data has a Long Tail, and it has Value

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Many depict big data as a huge data creature which is difficult to understand and very hard to control. What many don’t know however is that this creature has a very long tail, and a Value(able) one as well!
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How to Provide the Best Internal Support

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Two weeks ago iMovo and Zendesk collaborated to host a half-day event which drew special attention to how companies can provide great customer service .At the end of the event we asked all attendees to answer two simple questions to help us understand their number 1 issue. We thus gathered all the feedback and found that one issue was particularly niggling.
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Zendesk Malta Event Photos

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This post includes all photos taken at the event recently hosted by iMovo and Zendesk.
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The Wall Of Bound

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Strict corporate governance is often justified as necessary to protect valuable corporate data and prevent it from falling into the hands of the competition. However, this data is often electronically ‘locked’ away from the very stakeholders who have the potential to enrich, improve and augment its timely and profitable value.
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UK General Election 2015 - An Infographic

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We at iMovo are a bunch of number loving junkies and we simply love painting with numbers! So watching the live feeds of the UK General Election was too much of a temptation for us not to sit down and visualise the numbers into some quick charts and analyse some performance indicators.
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Irregular Immigration in Europe - an Infographic

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Have a look at this dashboard which visualises irregular migrant landings and asylum applications within the EU, with particular focus on the Maltese Islands.
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Arsenal’s Injury Crisis – Is There More To The Story?

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ESPNFC recently published an article providing some details about Arsenal's nearly 900 injuries since the start of the 2002-2003 English Premier League season. Last year, Arsenal crossed the 100 injury mark, suffering 111 injuries in total. I found this story fascinating because it finally put numbers to Arsenal's perceived injury crisis. They do indeed suffer way more injuries than any other EPL team but is there something missing?
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How to Strengthen Affiliate Relationships using Zendesk

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At the sales heart of many iGaming companies one typically finds an affiliate programme. It is fairly common to find that 40-50% of sales are nowadays generated by affiliates. This channel is an excellent one to utilise for player acquisition as it is performance-based (you only pay for what you get) and can provide significant reach and visibility to iGaming companies.

Why Companies Need to Rethink Organisational Structure

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Fifty years ago the editor of Fortune magazine, William Whyte, authored a book titled ‘The Organisation Man’ that defined the nature of corporate life for a generation. The book described how America, whose people, he said, had “led in the public worship of individualism,” had recently turned into a nation of employees.
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Iva vs Le - What does Facebook Data Say?

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Using social media to analyse political opinions is becoming increasingly common-practice. Perhaps one of the most interesting facets of this development is the possibility of ‘pulsing’ the public’s opinion in real-time and understanding general swings in public opinion as well as overall trends.
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Tableau 9.0 Brings Interactive Speed and Enriched Flow to Data Analytics

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Tableau Software has today announced the general availability of Tableau 9.0, a major release of its fast visual analytics software. New capabilities help people to achieve more with data, answering questions at interactive speed.
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Qlik Positioned as a Market Leader for the fifth year in the Gartner Report

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The Gartner report has once again put Qlik as a market leader in data discovery within the 2015 Business Intelligence and Analytics Platform Magic Quadrant report. This designation marks the fifth consecutive year that Qlik has been positioned in the Leaders Quadrant based on completeness of vision and ability to execute.
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How Can Restaurant Owners Achieve Social Media Success?

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Within this article we include a few tips as to how restaurant owners within the hospitality industry can make the most of the social media channel and successfully utilise social media to create a mutually-beneficial relationship with customers.
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Attaining Customer Loyalty

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For retail businesses, increasing sales can occur by selling their products at heavily discounted prices. At first glance, this customer acquisition method seems to work. However, at the end it is grossly unsustainable and it does more harm than good to your business. You may make lots of sales, but hardly any of the cash translates to profits. Therefore, here are some reasons why customer loyalty is significantly important.
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Qlik Sense FAQs

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These Frequently Asked Questions for the launch of Qlik Sense Desktop aim to provide some insight into the differences between QlikView and Qlik Sense.
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The Risk of not Risking – Why Financial Agencies should plunge into CRM

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Gather insight on your customers, increase automation in your daily routine and use helpful and easy-to-compile data visualisations for a more customer-focused approach within your company.
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A Quick Look at Data Science

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An article in the Harvard Business Review called the Data Scientist the sexiest job of the 21st century. This never fails to put a grin on my face, because some of the work we have done here at iMovo has more than just shyly dipped a toe into the silvery waters of data science. Though I wish that this would, transitively, imply that I am the sexiest employee this century, I think I will settle for being able to have a lot of fun with data at the office.
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The Key to an Efficient Customer Support Team in the iGaming industry

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Zendesk offers a multichannel customer service platform which will improve efficiency by grouping all support requests in one location, thus eliminating the need of having to switch between multiple channels.
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Business Intelligence in Financial Services

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Malta has started gaining momentum with regards to Business Intelligence (BI) investment. The Maltese market is quickly recognising how important this is and how much businesses such as financial services can gain with the implementation of BI solutions. It is therefore important that such companies exploit these solutions and try to get as much as they can from them. BI solutions must be used to help in daily decision making and not as a statistical tool at the end of each month or period.
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5 Common Barriers to CRM Success and How to Overcome Them

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The notion of CRM is becoming an important focus for every organisation’s corporate strategy to enable the creation and development of customer relationships. The predominant concept is that a customer’s life-time value can be optimised when deeper relationships are formed between carefully-targeted customers and the respective organisations. Following, are some of the most common barriers to implementing a CRM strategy and some advice in terms of overcoming them to make the most of a CRM investment.
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How your Company can Turn Leads into Customers

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As mere humans, we feel like the world revolves around us. We are the “stars” in our show. As customers, we don’t feel much different – we have come to expect personalised and individual experiences. Business owners who are constantly striving to create a long-lasting relationship with their customers should certainly keep this in mind.
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Become a Data Rock Star!

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To meet this growing demand of more dynamic and customisable reports that are easily and rapidly available and reduce the time to get value, one approach involves setting up an environment in which information consumers can create and access their own sets of reports, queries and visual analytics themselves, with minimal intervention of IT specialists. This environment is what is being termed as Self-Service BI (SSBI).
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Extending Zendesk's Functionality

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Over 450,000 companies use Zendesk as their support platform. These companies have support teams of all sizes, ranging from 2 to over 100 customer support agents and come from various industries including telecommunications, retail and healthcare. The reason that Zendesk is used by organisations of such varying sizes and requirements, is that despite its simple interface, it is extremely customisable.
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CRM 2015 is Just around the Corner

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Codenamed “Vega”, the next major version of Dynamics CRM is set to be released in the fourth quarter of this year, this news was revealed in Microsoft’s CRM roadmap earlier in September.
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Once upon a..

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We all know that data is powerful. But with a good story, it’s unforgettable.
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10 Signs That You're Ready To Plunge Into Data Warehousing

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If you noticed some of these signs, that you know you need some Business Intelligence within your company. Contact us to discover the perfect BI for you
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Sales Through Service: Four Simple Customer Service Tips To Increase Sales

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Good customer service is fundamental; especially today in an ever-changing business environment where alternatives are easily found and there are little to no changeover costs. This should encourage you to ask yourself if you are giving the best customer support to your customers. If you are not sure you do, here are some good reasons why you should invest more in customer service.
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Tableau Introduces version 8.2

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Tableau Software has just introduced a new version of their market leading data discovery product – Tableau 8.2 – an update that brings Tableau to Mac users all over the world and provides the ability of easy data storytelling.
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Qlik Launches Next Gen Data Visualisation and Discovery Application: Qlik Sense

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Qlik, a global leader in data discovery, has recently introduced Qlik® Sense Desktop, a free version of its next-generation data visualisation application that delivers a simple drag-and-drop interface for business users to rapidly create interactive visualisations, reports, and dashboards.
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How Pitch22 is using Zendesk to provide the best possible customer service

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This month we would like to bring you a Zendesk testimonial from Pitch 22, who have developed a web application that assists youth and amateur football clubs to improve their operations.
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The Power of Great Customer Service

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“It costs 6-7 times more to acquire a new customer than to retain an existing one.” This statistic, as reported by Bain and Company, is one of the most popularly quoted statistics related to the importance of customer retention.
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Turning your Customers into a “Volunteer Marketing Army”

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Thomas Jefferson once said that “the man who stops advertising to save money is like the man who stops the clock to save time.” It is no secret that successful marketing is the lifeline of any business.
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Giving Your Online Reputation a Boost by Managing Social Media More Efficiently

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Social media is not only a great marketing channel, but it has also become a popular platform for customers to publicly share their comments, questions and experiences. Due to the rapid growth of social media, customer comments have a very powerful effect on potential customers, and can be very harmful to a company’s reputation. Organisations who give their customers the opportunity to share their comments publicly, need to regularly monitor their social media profiles as response time is critical.

The Power of Visualisation

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It is the 19th October, 1812 and Napoleon’s Grande Armée is slowly retreating from the cold Moscow Winter; the prospect of sheer starvation, as well as the incessant and vicious raids from increasingly hostile Russian Cossacks, contribute towards the disastrous outcome to this ill-fated military campaign.
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What happens when what you have is no longer good enough?

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When you read about business intelligence these days, you almost inevitably end up reading about Big Data, Self-Service BI, Google, Facebook or Amazon. The authors of most of these articles, in turn, take it upon themselves to grumble about the limits of relational databases and how traditional business intelligence systems have failed to live up to their expectations.
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ClickDimensions Ranked Highly in Marketing Automation Market Share

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In a comparison of marketing automation systems used by the Alexa top 1M websites, ClickDimensions was the highest ranked provider of marketing automation systems dedicated to Microsoft Dynamics CRM, and was ranked 15th in overall market share. The report was generated by the technology data discovery group, Datanyze.
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Business Intelligence - Why a Long Leash is Not Equal to Freedom

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In order to analyse data, Business Intelligence (BI) developers usually include a lot of intelligent logic in the dashboards that they develop. This however could be restricting the freedom to get the answer to ANY question that the end-user might have. As once quoted by Marty Rubin, “a long leash is not freedom.”

Marketing Intelligently – Where To Start?

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iMovo was recently present at the Technology for Marketing and Advertising (TFM&A) conference, the UK's leading multi-channel marketing and advertising event. One of the key areas discussed and highlighted during the event was Customer Engagement – and the ability for marketers to tailor and personalise their customer experiences, by tapping into technology and utilising data available to them.
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QlikView and Tableau Software positioned as “Leaders” in Gartner BI Magic Quadrant Report

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QlikView and Tableau Software, both global leaders in easy-to-use and user-driven business intelligence software, have become the market leaders according to the industry analysts Gartner Group. Both products are ahead of all competitors in the BI Magic Quadrant Report 2014.
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iMovo Announces Tableau Partnership

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iMovo, the leading Business Intelligence (BI) and Customer Experience Management (CEM) company, has just announced a new partnership with Tableau Software, a leading global business intelligence and analytics software vendor.

You’re sitting on a goldmine… and you probably don’t know it!

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A world once immersed in paper documents and cardboard files is now digital, where almost everything can be stored as numbers on a hard disk. Your collection of favourite musical pieces – ones and zeroes; classified documents – ones and zeroes; your shop inventory, your payroll system, your sales ledger – all ones and zeroes. No wonder data is being termed as the ‘gold of the 21st century’.
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How to Use Customer Data to Provide a Better Customer Experience

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It is constantly being emphasised that customer experience is the key to high customer satisfaction. Providing customers with reliable and timely customer service encourages repeat business, therefore contributing to the creation of a loyal customer base.
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iMovo Develops New Mobile App for eCabs

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eCabs, Malta’s leading taxi company is renowned for its excellent customer service. They have taken their customer experience a step further with the release of their new mobile application, which was developed by iMovo and is now available for download on the iTunes and Google Play stores.
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iMovo Welcomes Brian Scicluna

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iMovo is pleased to welcome Brian Scicluna in the role of Business Intelligence (BI) Developer. Having completed his education at MCAST ICT Institute, Brian started his career in 2006 working as a software engineer in an insurance company within an in-house software development team.
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iMovo Participates in MITA Workshop

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iMovo has recently participated in the first “Tech Enabled Careers for Girls” workshop, organised by MITA. The aim of this event was to give young female students the opportunity to meet and connect with successful female professionals who would inspire them and serve as role models.
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iMovo welcomes Neil Sammut

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We are pleased to welcome Neil Sammut in the role of Business Intelligence (BI) Developer. Neil is currently reading for a Master’s degree in Business Intelligence at the University of Dundee, and has been working as a full-time software developer for the past 3 years.

4 Steps to a Clean and Up-to-date Customer Database

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Every database is subject to bad data. Bad data can take the form of duplicate or spam records and outdated information, and affects business analysis as it may show inaccurate calculations which may eventually lead to lower productivity. In this article we discuss four useful tips for keeping a clean and efficient customer database.

How to turn Customer Data into Customer Insight

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Access to the right customer insight at the right time, is crucial for business success. Many businesses have demonstrated that by utilising their customer data in an effective manner they can serve their customers better while improving their operations to optimise customer satisfaction.

Executive Dashboards: Why Every Business Needs Them

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Executives are at the helm of their organisations. To drive their organisations forward they have to take decisions on a daily, if not hourly basis, and they look to data and information to assist them in their decision-making process. However, very often executives don’t have time to sift through endless reports to get the information they need.

How to Keep Your Email Newsletters from Being Marked as Spam

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Spam is considered as being unsolicited emails sent to a large number of people, and generally involves email advertising for a product or service. Spam affects businesses when sending emails to market their products and even when simply sending regular newsletters

Microsoft Dynamics CRM 2013 New Release

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October 31st saw the release of the new Microsoft Dynamics CRM 2013. This new version introduces an entirely new look, several new features, and focuses on enhancing the social capabilities of the product while bringing together several different Microsoft technologies.
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iMovo welcomes Christa Agius

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iMovo is pleased to welcome Christa Agius in the role of Customer…
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Feature sneak preview: The new ClickDimensions drag and drop email editor

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ClickDimensions releases new versions of the Microsoft Dynamics CRM Marketing Automation solution every three months on January 15, April 15, July 15 and October 15. For the upcoming October release ClickDimensions will be delivering a new drag and drop email creation experience. The ClickDimensions drag and drop editor will make the task of creating your email newsletters easier than ever. It even has a fancy built-in image editor that lets you make all sorts of interesting changes to graphics. You can see more about the image editor here. Now let’s take a look at the new editor…

What does Big Data Mean for Marketing Teams?

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To say that business data is increasing at a rapid pace would be an understatement. What does this significant growth in data, what is being referred to as big data, mean for marketing teams? How can it be used effectively to increase leads and drive revenue?

4 Things Businesses Should Automate To Increase Leads and Revenue

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When communicating with their current and potential customers, many businesses nowadays are struggling. They are finding it difficult to communicate in a way that is personalised, targeted and more importantly, relevant with the hundreds, if not thousands of contacts forming part of their customer database.
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QlikView.Next to be available in 2014

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Qlik have just announced the company’s strategic roadmap to once again disrupt the BI industry with its next-generation platform to enable better decision making.

Social Media for Business - 5 Tips to Make it Work

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Nowadays, social media has become one of the most powerful tools used to advertise a business. Almost every business has a Facebook page. It is a known fact that this media targets different people and hence a business has a bigger opportunity to attract new customers.

Business Intelligence: It's about time!

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“History,” according to the English singer-songwriter Sting, “will teach us nothing.” It is not an original judgment but one promoted by the German philosopher George Wilhelm Friedrich Hegel, who argued that history, as mere collective experience, teaches us nothing unless we analyse the past, observe and question events and be inclined to learn from outcomes.

The Loyalty Effect

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You have just finished your regular shopping and approach the cashier to affect payment when you are asked the customary question, “Are you a member of our loyalty scheme? Do you have our loyalty card sir?”

If you are not thinking segments, you are not thinking marketing.

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Within most business environments, one principle generally holds true - the large majority of business revenue comes from a minority of customers. Using the widely quoted Pareto principle to put things in context, 80% of your profit will come from 20% of your customers.
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From Leads to Opportunities towards Contacts

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A successful Customer Relationship Management (CRM) implementation depends significantly upon a strategic, process-based, approach to the various activities related to marketing and sales of goods and/or services.

Towards Better Interaction of Government with Citizen

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Over the last decade, driven by ever increasing competitive intensity, companies began to look to how technology could be applied to a new area of focus: driving more sales, increasing demand for their products and services and retaining customers in the era of ever diminishing customer loyalty.
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Using the Cloud to Power your Business

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What’s in the ‘Cloud’ for business professionals? This was exactly the question that was addressed in a seminar held on the 26th of June at the Microsoft Innovation Centre. The seminar featured a number of key experts in the areas of Customer Relationship Management (CRM) and Cloud Computing, as well as a local success story, eCabs.
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Social CRM - 5 Key Aspects to Consider

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Thinking of embarking on a Social Customer Relationship Management (CRM) initiative? Don’t! Or rather, don’t rush into another corporate project merely to keep up with the seemingly IT-savvy Joneses but plan your route cautiously if you seek success on this venture. Here are five key aspects that you must always consider before implementing Social CRM.
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Benchmark yourself: What is your newsletter response rate?

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Email campaign success depends on subscriber engagement. At a basic level, it’s important to understand how your subscribers are opening your mailings.
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How to demystify big data in iGaming – setting the right KPIs for success

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Terms such as SMART objectives and SMART KPIs have become a part of our day-to-day vocabulary in the iGaming world. To get from where we are now to where we want to be in future, we need to have a plan. We’ve all heard it before, failing to plan is planning to fail.
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It is time for a renewed national ICT Industry Policy Framework

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Malta’s ICT industry has experienced substantial growth, which to a degree mirrors similar trends elsewhere since 1990. Today the sector is said to contribute some 5% of GDP. Historically, the first national ICT policy has its roots in a Public Service Review carried out in 1990 which charted out strategic reform supported by ICT.
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iMovo Welcomes Michael Vassallo

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We are pleased to welcome Michael Vassallo in the role of Business…
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Automating for Marketing Success

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I’ve always considered Marketing to be a very creative discipline – with the capacity to pull at our heart strings, senses and “needs” to drive brand awareness, interest and ultimately the transaction.

Testimonials

Thanks to iMovo we have managed to optimize the use of Zendesk customer service tool. Their professional and friendly service has brought us better understanding of the tool and helped us to fully utilize different reporting options Zendesk provides.

Johanna PyykonenCasino Heroes

iMovo were recommended by Zendesk and took full ownership of managing the project and transition. Getting the set up right from day one was imperative for us, no company likes taking chances with their reputation and service quality. As is often the case with implementing new software, it can be overwhelming to say the least. Having an experienced local representative on the other side of the desk helped save us a lot time and experimentation. Till the day iMovo are still committed to training our team and developing our reporting to support our KPIs.’’

Alan BrincatOperations Manager, Quasar

The iMovo training was effective and the whole team quickly got used to Zendesk. It was also very easy to integrate third party apps for calls, live chat, SMS and so on.

Guillaume GarinCEO, Wise Beluga

Every customer contact comes at a price but apart from the actual cost, these interactions also reflect inefficiencies in ones systems or operations. In an ideal world, if our product had to be fully customer centric, contacts would be kept at a bare minimum or not exist at all. Zendesk helped us identify and eliminate these friction points, in order to invest our skills and resources into high value contacts that yield a bigger return.

Most Customer Service Platforms on the market today fulfil the basic need of aggregating all customer facing contact channels into a single application. But this is only the beginning; we chose Zendesk because they provide an unparalleled selection of integrations and apps, which allow flexibility in accommodating our specific business needs. In addition the solution is robust enough to handle multi-branding, omni-channel consistency and is scalable enough to grow with us.

Alan BrincatOperations Manager, Quasar

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