IBM Customer Relationship Management Outsourcing offers proven approaches, fresh perspectives and innovative thinking, delivered worldwide under a single management structure. We have the knowledge, technology, tools and people ready to improve the effectiveness and efficiency of your customer marketing, sales and service functions.

Highlights

• Increasing revenue and competitive advantage - You can increase revenue and competitive advantage by leveraging IBM's deep domain expertise in CRM, world-class consulting and technology resources, and proven methodologies to improve CRM processes.
• Enhancing customer satisfaction & loyalty - IBM's hands-on experience and industry insight can help you identify new ways to increase customer satisfaction and loyalty by improving responsiveness and ensuring a quality customer experience across multiple channels, touch-points and geographies.
• Dramatically reducing costs  - We can help you streamline CRM processes and leverage state-of-the industry technology to cut costs dramatically.
• Achieving rapid and enduring change - Like all of our clients, you can expect to achieve rapid, enduring business process changes that not only produce immediate results, but also enable continuous improvement of your CRM operations over time.

IBM Customer Relationship Management Outsourcing services span:

• Marketing - Tele and Web services for Lead Management, Customer Segmentation, Customer Profitability, Market Segmentation, Product Profitability, Channel Performance, Prospect Analysis, Market Analysis, Business Unit Analysis
• Sales - Tele and Web services for Lead Generation, Customer Inquiry, Promotions, Multi-channel Sales, Product Inquiry & Demo, Campaign Management, List Generation, Up-sell / Cross-sell, Negotiate & Close, Web & IVR Transaction Assistance, Tele coverage for establishing b2b relationships for sales leads via tele/li>
• Service - Contact Center services for Product Management, Service Request, Service Scheduling, Warranty Service, Technical Support, Problem Detection / Resolution, Web & IVR Transaction Assistance

Benefits we deliver

• IBM CRM Outsourcing increases the likelihood of success for large-scale organisational change projects - we reduce the risks of implementing large-scale change by using our vast expertise and economies of scale.  We are a leader in the operation and transformation of key CRM business processes - including managing staff through the transformation, acclimatising employees who are joining the provider, and educating the remaining client employees to use the services delivered through the CRM BTO solution.
• IBM CRM Outsourcing accelerates "time to benefit" – IBM offers a complete CRM solution including change management. Expected results and timing are agreed upfront and written into the contract. IBM shares the risks and is accountable for delivering business results.
• IBM CRM Outsourcing enables you to sustain your competitive advantage – We commit to continuous strategic change by benchmarking to leading practice and measuring expected changes against business outcomes.
• IBM CRM Outsourcing can deliver upfront and ongoing cost savings - Through IBM’s scale, we can offer lower transaction costs and drive ongoing savings by continuously benchmarking services to current best practice and beyond.