The IBM Global Process Services Customer Relationship Management (CRM) approach is unique and provides you an improved customer experience. It helps deliver financial value through operational excellence, transformation and innovation.
Our unique methods of innovation, transforming processes and employee satisfaction and retention, supported strongly by our superior delivery capabilities, enable us to unlock hidden business values. A robust set of tools and assets enhance service level quality which directly translates into continual improvements for you.
Our offerings in the CRM space include:
As part of our approach we offer:
- Customer Experience - Provides an improved cross channel and contact center customer experience and value
- Technical and Product Support - Improves first-time fix rates, re-engineers support processes, increases self-service options and usage, and leverages unique intellectual property and assets
- Customer Analytics – Helps you transform your customer data into actionable business initiatives
- Collections - Provides complete management of the credit to cash cycle with an objective to reduce bad debt, increase revenue and provide higher efficiency / lower cost
Our core offerings span the Customer Care value chain and incorporate superior delivery competencies to deliver maximum value to you.
Our value proposition:
- Reduce costs by up to 60%
- Reduce call volume by moving calls to self-service
- Improve agent efficiency through better utilization, training and retention
- Optimize global scale and resources
- Continual process improvement and on-going cost savings
- Improve customer experience and increase Customer satisfaction by as much as 100%
- Improve accessibility to customer
- First time accurate and prompt processing of transactions
- Interact with customers on a personalized basis in their channel of choice
- Deliver differentiated services
- Grow revenue by 8 – 12%
- Improve customer retention
- Improve cross sell / up sell
- Improve offer and close rates
- Enhance focus on products and sales that matter
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