Case Studies

Background: Facing large lawsuits regarding silicone implants, Dow Corning needed the approval of class action claimants to adopt a plan of reorganization in bankruptcy and to avoid dissolution. There were more than 1,000,000 claimants residing in 73 countries worldwide - primarily women who had manifested or un-manifested conditions alleged to have been caused by silicone breast implants. The settlement was extraordinarily complex. There were multiple tiers of claims based on patients who were ill, may become ill in the future and on the families of those affected.

Solution: D.F. King created a complex CRM application that put much of the plan of reorganization, as well as an algorithm to appropriately inform the claimants of their correct settlement amounts, at the users’ fingertips. Our solution allowed each claimant to ascertain and, ultimately, obtain the compensation they deserved, while simultaneously enabling Dow Corning to avoid insolvency and dissolution.

Background: The Bank of New York wanted to better serve the shareholders of thousands of its public company clients. However, the necessary data was spread over several legacy main-frame systems with no way to integrate the data or present it to customer care representatives.

Solution: King designed and implemented a custom CRM application, as well as the required back-end integration architecture, which enabled call takers to access all of the information contained in the client’s mainframe systems, as well as real-time stock quotes and D.F. King’s own databases. This made it possible to effectively search and display this information via a single GUI application. Information that would have been located on over 30 different screens on the old system were now displayed cohesively. This program was used to respond to over 3,000,000 shareholder questions in the first year of service alone.