Customer Relationship Management
CRM Solutions and Customer Retention Improvement
What Can You Achieve?
- Increase cross-sell product penetration by more than 50 percent
- Improve customer retention by 20-40 percent
- Increase revenue growth by 10-20 percent through cross-sell and up-sell
- Reduce operating expenses by 30-60 percent through integrated technologies and processes
- Increase first-call resolution and average handle time by 10-20
- Retain up to 89 percent of customers through a consistent, standardized experience based on customer segment
- Lower IT investment by 30-60 percent through the use of managed services
- Reduce operating costs by more than 90 percent with automated speech transactions versus a live attendant
CRM Services is built on the principle of delivering and managing high-quality contact center services that support complex, large-scale customer interactions. Our services are designed to address pressing business challenges facing our clients. We bring measurable high value to our clients through differentiated industry-tailored services, as well as the ability to comprehensively manage the entire customer interaction operations of our clients. We deliver tangible, breakthrough results quickly by providing leading insights, being responsive to our clients and reducing risk. Whether you need a single service or an integrated approach, we have the flexible solutions that can improve customer satisfaction, retention, loyalty and value.
Set Up for Success
Comprehensive Customer Interaction Outsourcing
EDS can provide the complete outsourcing of your customer interaction operations inclusive of all people, processes, and technologies. This can yield substantial cost and quality improvements. We offer complex multi-vendor management and the ability to manage diverse geographies and customer bases in a multichannel environment. This can provide substantial cost reductions and improved customer satisfaction, service, and quality.
High-value Quality Sales and Service
EDS combines its complex integration expertise and recognized high-quality delivery to manage end-to-end, high-value customer sales and service contact center interactions – the types of interactions that enable client growth and increased revenue, customer satisfaction and retention. We provide high value features such as customer segmentation, cross-sell/up-sell, and customer and product analytics.
Industry-Specific Solutions
Our CRM capabilities are integrated to industry-specific business process frameworks to manage critical customer-facing activities end-to-end, and address industry-specific challenges to serving end-customers. More detailed information on our industry-specific solutions is available below.
Customer Relationship Management (CRM) Solution Overviews
- Customer Relationship Management (CRM) for Retail Banking
- To grow their business and solidify customer relationships, financial institutions must understand customer needs and preferences – and respond with the appropriate products and services. Banks have to take a customer-centric approach that recognizes customer segmentation and enables the bank to get to know its customers.
- Consumer Direct Services Solution Overview for Consumer and Retail Industries
- Many direct-to-consumer firms handle order management, logistics and payment services in-house. But when volume grows, so can costs and complexity. And that distracts from what's really important: marketing, sales and product management.
- EDS Integrated Aftermarket Sales and Services Solution
- The EDS Integrated Aftermarket Sales and Services Solution delivers an end-to-end business process and technical support, increasing aftermarket revenue through reliable, efficient customer service. This begins with the customer’s first inquiry and purchase and carries through to product end-of-life and follow-on replacement sales.
- EDS Smartphone Services Solution
- The EDS Smartphone Services Solution delivers end-to-end business processes and technical support, exceeding customer demands and increasing smartphone revenue. EDS delivers reliable, efficient customer service that starts with the customer’s first inquiry or purchase and carries through to the eventual product end-of-life and follow-on replacement sales.
EDS Delivers
The Right Information, Processes and Tools Make the Difference
EDS helps you deliver a multichannel interaction environment that provides a seamless customer view throughout the customer life cycle. Centrally located customer and product data is available across the organization, making information accessible in real time to all customer-facing channels and providing the customer one-touch service. The right information at the right time improve your ability to target, reach and service customers.
The Need for Visibility, Consistency and Integration
Customer satisfaction is critical to an enterprise’s success and revenue growth. To ensure satisfied and loyal customers, companies must provide a differentiated customer care experience across multiple channels. They also must have a full view of their customer interactions across business units, sites and outsourced service providers to measure and improve customer satisfaction. EDS helps integrate all of the customer interaction processes and technologies to deliver services in a standard, customer-focused way.
Multi-Vendor Management
Through multi-vendor management, EDS orchestrates and streamlines the contact center organization by integrating people, processes, and technology into a single enterprise solution. This ensures alignment between your business priorities and service performance across the enterprise, and consistency through a single point of contact for all facets of support across programs, vendors, contact center technologies, and geographies.
Maximize Contact Center Performance
EDS knows how difficult it is to consistently collect, manage, and disseminate contact center performance data across multiple contact centers and service providers. Our set of managed services encompass strategy, technology, governance and processes and enable you to consolidate, standardize, automate, report on and analyze contact center performance information. These global, enterprise-wide services enable greater use of best practices and tools across the organization, so you can provide a more consistent customer experience.