Customer Relationship Management
CRM is the business strategy for a highly competitive market designed to create more profitable customers through the integration of sales, marketing and service operation in order to maximize the lifetime value of existing and future customers.
ExcelaCom offers integrated CRM solutions with a customer-centric view of the entire customer lifecycle, including a real-time view of your relationships with customers, an accurate picture of your customer revenue stream and the cost of maintaining profitable relationships.
Our CRM strategy consists of four steps for an effective customer relationship management: Identify, Differentiate, Interact and Personalize and our solutions and tools include the following:
Sales Support: We help our clients formulate the approach and structure to their sales cycles to attract and retain customers, reduce the cycle time, provide account management and generate higher revenues.
Customer Care Management: We have established methodologies and best practices for implementation of CRM applications, including call center systems, campaign management applications, as well as complete integrated systems. Our experts know the industry-leading CRM applications including Siebel, PeopleSoft, Oracle and SAP. And with our proven project management approach we can successfully execute the most complex CRM implementations.
Call Center Management: We have developed strategies and solutions that successfully manage incoming call centers so that you provide your customer with superior customer service. Our systems expertise supports customer interactions for both customer care and service management, through every customer touchpoint including your site and WAP.
Self-care: Our knowledge of the methods to support CRM applications at every customer communication channel including phone, web, IVR, CTI, fax, mail and e-mail.