Alliance Members and Links

CareCall, Inc.

CareCall was established in 1991 to provide customer satisfaction calls to service-based companies. Our mission is to be a national leader in proactive customer retention programs and we are committed to being an extension of your customer service department and providing the best service possible.

Our initial client base was oriented to the Healthcare industry with special emphasis in Managed Care. Our reputation has caused our client list in this industry to grow to over 100 major Healthcare providers throughout the U.S. In 1995, CareCall started providing retention services for the information technology and communication industries. CareCall now makes over 1 million outbound calls monthly on behalf of our 200+ clients. Examples of our calls are:

• New Customer Welcome/Thank You Calls
• Customer Service and Technical Support Follow-up Calls
• Product Education/Notification Calls
• Customer Satisfaction and Renewal Calls
• Dis-enrollment Calls

Due to our overwhelming success in dealing with customer needs and issues, CareCall began providing inbound customer support in 1998. In addition, CareCall has added Web-based customer support and surveying to our broad list of service offerings.

CareCall can provide the quality customer service you need to help your organization be more proactive in communicating with your customers. Our goal is to learn something from each customer contacted, help remedy problems or needs required by your customers, and help develop "Loyal Repeat Buyers" by making your customers feel appreciated. We know how to reach out on your behalf to say "Thank You!".

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DeMars & Associates, Ltd.

Misunderstandings. Disputes. Conflicts. These things happen between businesses, between companies and between consumers. At DeMars, we are dedicated to solving these disagreements in the most proper and expeditious manner possible.

DeMars & Associates (DMA) originated in 1988 as a consumer consulting firm. Today we are a leading alternative dispute resolution firm, managed by the some of the most reputable experts in the business. The firm provides consulting, administration, training, and research services to Fortune 100 companies, national associations, government agencies, and international organizations. Our board of advisors present national reputations in law, arbitration and mediation, and ensures that the firm sets industry standards, monitors trends and maintains a focus on serving all stakeholders involved in the dispute resolution process. Our headquarters are located in Waukesha, Wisconsin, in the historic Andrew Frame Residence.

DeMars & Associates offers extensive expertise in dispute resolution programs. We provide our assistance in all areas of program design and research, including:

• Dispute Resolution (DR) Program Administration—Implement outstanding dispute resolution processes ensuring fairness to all the parties involved utilizing our nationwide network of professionals.
• Training Programs—Provide enjoyable and comprehensive training in dispute resolution techniques for organizations, arbitrators, mediators, and facilitators.
• Regulatory Compliance—Ensure compliance with state and federal regulations and obtain state certification where available.
• Mediation Services—Facilitate mutual agreements between disputing parties prior to arbitration.
• Dispute Resolution Auxiliary Services - Supply ancillary services related to dispute resolution management.
• Eligibility Determination—Review and analyze consumer applications to determine whether the applicant meets the dispute resolution program criteria.

Each program we create is uniquely tailored to deliver the best dispute resolution process for all parties involved, and the DMA nationwide network of professionals plays a very important role in achieving the best results. Our reputation in dispute resolution programs gives us the opportunity to offer our services to nationally and internationally recognized companies. For more details about our client relationships, please visit our website.

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Customer Care Measurement & Consulting

During the 1990's, upgraded customer care became an accepted marketing strategy for improving brand loyalty. Companies realized that it costs much less to retain customers than to win conquest sales. Today, billions of dollars are invested each year in a diverse array of customer care initiatives such as liberalized warranty policies, satisfaction measurement, loyalty programs, customer care training, CRM programs and call/contact centers.

The founders of Customer Care Measurement and Consulting (CCMC) were responsible for much of the original research that led to widespread acceptance of customer care as a marketing strategy. Further research, however, has found that customer care can be a double-edged sword. Done right, it can produce a significant, positive ROI. Done wrong, it can be a costly way of losing brand loyalty. Unfortunately, many companies find themselves in this latter category of spending much to gain little or nothing. The work of CCMC can be summarized by the following simple formula:

The products offered by CCMC are designed to provide companies with the tools to identify those programs that will produce the highest ROI. In most cases, the recommended upgraded customer care initiatives actually cost less than companies are presently spending on ineffective programs.

CCMC products include:

• Assessment services
• Satisfaction/brand loyalty measurement services
• Change management programs
• Training programs

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