E-CRM leads to an improvement in the customer experience and in customer retention due to the availability or ease of Web sales. Honeywell Industrial Control improved customer delight from 92.3 to 98.1 per cent and has achieved a 15 per cent reduction in call-centre personnel costs. IBM increased its customer satisfaction by 5 per cent by effective implementation of the e-channel. The average order configuration time at Asyst Technologies, a high-tech company, has dropped from 25 days to 2 days in one product group, and they have achieved a 50 per cent reduction in delayed deliveries. AT&T Digital Broadband achieved a 20 per cent reduction in the number of calls that require call-backs, a 50 per cent reduction in customer hold time and 75 per cent reduction in backlog of service requests.