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Customer relationship management operations offerings from IBM

Executive summary

Business view

Technical details

The goal

Achieving full CRM vision

Every organization faces different challenges deploying a CRM solution. Business processes and technology need to be integrated for CRM initiatives to achieve business objectives. CRM operations offerings from IBM provide expertise and methodologies to maximize your ability to deploy your CRM solution quickly, efficiently and on-budget.

The advantage

Maximizing CRM investment

Focusing on the business process, technical configurations and organizational aspects of a CRM solution is extremely important in a new engagement. CRM operations offerings from IBM can help by addressing issues from process implementation to organizational change issues -- to get the most from your CRM investment:

IBM is a global leader in ISV package implementation consulting and services.
We have a dedicated CRM consulting practice of 4,000 practitioners experienced in all phases of CRM.
IBM has experience in successful end-to-end CRM integrations.
We have implemented a comprehensive multichannel CRM solution for over 80,000 of our own users worldwide -- across sales, service, marketing, call center and IBM Business Partner communities.

The benefits

A CRM implementation that meets your business needs

CRM operations offerings from IBM can help your company perform a quick, cost-effective implementation of your CRM initiatives to capitalize on managing the relationships with your customers. We can help you:

Plan and design a CRM solution which has been validated by the user community to meet the needs of your business
Incorporate the operations and processes of your business into the solution
Integrate legacy and other parallel systems with your CRM package, efficiently and effectively
Avoid implementation issues that negatively impact return on investment, such as:
- Usage problems
- Unforeseen requirements
- Technical challenges
- Integration of data
- Customisation
- Untapped opportunities

IBM can provide flexible financing plans with customised payments plans through IBM Global Financing.

The approach

CRM operations from IBM at work

A leading Canadian provider of payroll and human resource management services turned to IBM to help redesign its customer service processes. Feedback from customer surveys had identified three key customer service issues:

Access to customer service staff
Quick problem resolution
Consistent service

The project included:

Enabling customer service team members to operate in a cohesive manner as if they were a single logical organization
Applying technology to enable faster response time and problem solving
Integrating the system by making information from payroll and other systems available enterprise-wide

The new business model is on track to improve customer satisfaction and cost effectiveness by 20% in three years.

The financial advantage

Reduced cost and risk

Through the use of CRM operations offerings from IBM, our industry-leading consultants can help in every phase of your CRM package integration. Your company may experience:

Reduced risk through our best practices and proven methodologies
Proven, cost-effective methods and practices for added value
Cost savings through faster, more efficient implementation of your CRM packages

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