Customer Relationship Management (CRM) Sourcing

The mission of your corporate customer relationship management (CRM) function is straight-forward: to increase sales and provide the caliber of customer service that is promised by your brand. Building long-lasting customer relationships is a priority for your company. As such, you need to offer a high level of service that differentiates you from your competitors, reinforces your brand image and strengthens the link with your customers.

But, must you provide these services with your own employees?

Might there be an alternative through the use of outsourced CRM services to lower your costs, achieve greater flexibility and variability, drive process improvements and still maintain your brand's promise?

CRM Outsourcing has been the answer for a growing number of companies. Their goals have included:

• Reduce Cost - Reduce cost by leveraging outsourcers' lower labor costs, ability to spread technology investments across multiple clients, and overall scope.
• Transform Processes & Functions - Leverage the call handling and process expertise of suppliers who are already operating large numbers of contact center seats. These suppliers are providing the same kind of business services that you are providing in the same industries and segments. They typically utilize Best Practices call handling and customer servicing processes developed as part of their recent engagements. They have already solved many of the process, technology optimization and organizational problems that you are encountering. They have become proficient in supporting customer service functions such as Help Desks, Warranty Management, Billing and Collections, etc. They have also added significant customer analysis and segmentation capabilities and can utilize these skills to precisely target offers, ensure 360 degree service and advance your overall relationship strategy. Using these skills, they can transform your processes as they transition them into their environment.
• Obtain Easier Access to Leading Edge Technologies - Most companies struggle to acquire Best Practices technologies, usually because of the costs involved and/or the difficulties of convincing senior management that the new systems are needed. Suppliers, on the other hand, continually update their technology in order to improve their competitiveness in the marketplace. They typically spread these investments across their clients, thereby providing the benefits that advanced technologies offer while reducing the cost for all. These cost savings become especially noticeable over the later tears of the arrangements, as most companies discover that they do not have to budget funds for routine upgrades of the systems that their suppliers have taken over.
  Determining whether an outsourced solution is right for your enterprise is a complex task. It requires expertise not only in CRM operations but also in the art of sourcing contracts.

Clarium's fundamental understanding of CRM operations and sourcing contractual arrangements equips us to quickly determine the optimal operating model for your customer-facing operations. Our expertise ranges from call center operations and CRM technology design to customer analytics, problem management and fulfillment. Our objective processes help us to examine critical issues such as maintaining quality, managing transitions and ongoing sourcing management to ensure that benefits are maintained.

We are prepared with models of industry best practices for the efficient performance of outsourced CRM services and have extensive familiarity with global service delivery. We also have first-hand knowledge of global service provider capabilities. Our contract templates and financial models allow for expeditious evaluation and negotiation of contracting opportunities, significantly accelerating the overall process. We can even apply these disciplines to your internal shared services operation.

With a complete appreciation for the balance between cost and quality, Clarium advisors are able to help guide corporations towards the proper mix of insourced and outsourced CRM services. These are supported by service level agreements and contract terms that align the interests your service provider with those of your corporation.

Let the industry leader help you with your CRM service goals.

If you would like to find out how our Outsourcing Strategy solutions can help you align your IT investments with your business objectives, Let's Talk