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Are you capitalizing on the full potential of
your CX Cloud?
Upgrade to Best Practices,
Not Just Your Budgets
The absence ...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Why Support Program?
•Your CR...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
CRMIT’s ITIL based Support Fr...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Annual Support & Advocacy Pro...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Plans
asap - Bronze asap - Si...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Extended Support Services
• P...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Why customers chose CRMIT
End...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Our Cloud Offerings
Cloud bas...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
CX Extensions
Oracle®
CRM On ...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Partial list of customers
Ind...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
What do our customers say
Tha...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Enabling Excellence
Best Cust...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Global Spread
Deployment base...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
+91 (80) 4292 5555
Reach us
A...
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Thank you
sales@crmit.com
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Annual Support & Advocacy Program

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The absence of support program greatly restricts access to technical assistance and challenges with upgrading, updating and implementing new software releases. So create a more powerful CX environment with the ASAP [Annual Support & Advocacy Program] tailored to maintain and maximize the performance of all your complex CRM for a world class customer service

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  • version 1.13.5.2
  • Include Data Services
    Change Training to User Adoption
    Change Testing to Validation
    Include Eloqua + SRM
    Roadmap to Oracle Cloud, Marketing, Social Relationship Management Services
  • CRM++ Applications for rapid deployment and enhanced customer experience
    3500+ users in sales, marketing, service and support organizations
  • Asian Banker Summit for Best Customer Relationship Management Program AwardAsian Banker Summit for Best SaaS-Based Program Award
    IRCTC
    Awarded the National Award for E-Governance, 2007-08 jointly by Department of IT, Govt. of India and Govt. of Haryana.
    Awarded the Genius of the Web Award 2007 for being the "Best E-Governance PSU Site" by CNBC.
    Won National award for E-Governance for being "Best Citizen Centric Application" for the year 2007-08.
    IRCTC Tourism Unit declared winner for the category Most Innovative Product in Travel and Tourism Fair of India (TTF & OTM 2007)
    Won CSI-Nihilent E-Governance award for "Best E-Governance Project" in 2007.
  • Include Malaysia
  • Transcript of "Annual Support & Advocacy Program"

    1. 1. Are you capitalizing on the full potential of your CX Cloud? Upgrade to Best Practices, Not Just Your Budgets The absence of support program greatly restricts access to technical assistance The absence of support program create challenges with upgrading, updating and implementing new software releases Create a more powerful CX/CRM environment with the Support Program for a world class customer service
    2. 2. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Why Support Program? •Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of your customer experience strategies. •You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally important. Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are successful. •Software support becomes an important and immediate requirement post every successful implementation program. •CRMIT’ ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for CX Cloud Service customers to ensure the long-term support and operation of critical computing environments. •The program includes, remote technical support, remote configuration & installation assistance, fixes, special software patches and minor/ major updates. •The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating and implementing new software releases.
    3. 3. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com CRMIT’s ITIL based Support Framework
    4. 4. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Annual Support & Advocacy Program • Includes post implementation support & annual CRM / CX Health Check • Email support for S1 & S2 support requests • Periodic documented feedback / assessment on user adoption rates, technical configurations, integration and upgrades • Access to online support tools, SPOC, CX / domain experts and key Oracle product & engineering teams. • Flexible support plans to suit onsite, offshore and multi-shore delivery model • Discounts to training programs • Extended configuration, customization and report generation support from an integrated R&D and validation services team with expertise including FMW, J2EE, .NET, PHP, mySQL, etc
    5. 5. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Plans asap - Bronze asap - Silver asap - Gold Recommended for user base of upto 100 101 - 200 200+ Total Support (in hours) 100 150 250+ Target Response Time (in hours) [High – Medium – Low] [4 – 8 – 12] [3 – 6 – 10] [2 – 4 – 8] Remote Support (Email / Web tools) Yes Yes Yes Access to Web Support Knowledge Base & Technical Bulletins Yes Yes Yes Access to SPOC including CX / domain expertise No Yes Yes Annual CRM / CX Health Check Program No Yes Yes Discounts on training programs No No Yes Periodic review of technical configurations, integration and upgrades No No Yes Support Delivery Model Offshore Offshore Hybrid
    6. 6. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Extended Support Services • Professional Services • Training & user adoption • Analytics & Reports • CRM/CX HealthCheck • Data Validation • Implementation Services • CP Migration • Telephony Integration • Social Integration • Testing/Validation
    7. 7. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Why customers chose CRMIT End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization. 013 ISO 270001 REGISTERED 200,000+ users 250+ customers 22+ countries 3000+ app users 23,000+ hrs training 1000+ man-years of deployment Self Service Platform Social Integration Email Integration Telephony Integration Mobile Integration Oracle Sales Cloud Education & Research Financial Services Oracle Validated Integration Computer Telephony Largest Cloud CRM Deployment 3 apps on Oracle Market Place Authored Book on CRMOD Configure Price Quote Marketing Cloud Sales Cloud Service Cloud Social Cloud Policy Automation
    8. 8. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Our Cloud Offerings Cloud based Customer Experience (CX) Solutions Portfolio ` RightNowRightNow Email Workbench Email Workbench Social CRMSocial CRM ATGATG Mobile CRMMobile CRM CRM On DemandCRM On Demand Sales & Marketing Services Applications SSPSSP Cloud IntegrationCloud Integration Service Offerings CX/CRM ConsultingCX/CRM Consulting Health Check & Wellness Plans Health Check & Wellness Plans CTICTISales CloudSales Cloud EloquaEloqua SRMSRM Managed MarketingManaged Marketing Data Management & Business AnalyticsData Management & Business Analytics Independent Testing & Validation Independent Testing & ValidationUser Adoption TrainingUser Adoption Training CPQCPQ
    9. 9. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com CX Extensions Oracle® CRM On Demand / Oracle® Sales Cloud Framework Email Workbench Social CRM Computer Telephony Integration Self Service Portal Mobile CRM Enabling rapid deployment and enhanced customer experience 3500+ users in sales, marketing, service & support organizations Oracle® Cloud Private Cloud @Customer Quote Management
    10. 10. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Partial list of customers Industrial Mfg / Oil & Gas Financial Services & Insurance Life Sciences & Healthcare Telco / Media / High Technology Engineering/ Retail & FMCG Travel & Transportation Education & Public Sector
    11. 11. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com What do our customers say Thanks for your super support and very hard work. These were executed professionally and I think we got the balance right, judging by the feedback and also from my observations. Saty Joshi, Interactive Marketing & CRM Marketing Excellence 3M …CRM IT has demonstrated the skills and abilities to met or exceed all of our business expectations……. Throughout the process & requirements gathering workshops and the subsequent week of determining solutions, completing activities etc, they have both been very approachable. Their knowledge of CRMoD and their willingness to offer proactive, practical alternative solutions wherever possible has made it a pleasure to work with them. David Atkinson, Functional Analyst, Suncorp Group Limited James T Lane Vice President - Sales Reporting United Health Group
    12. 12. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Enabling Excellence Best Customer Relationship Management Program Award Best SaaS-Based Program Award National Award for E- governance 2007-08 2012 Winner 2014
    13. 13. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Global Spread Deployment base spread over 25+ countriesSales & Support Offices
    14. 14. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com +91 (80) 4292 5555 Reach us Americas 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA 3379 Peachtree Road NE (Buckhead), Suite 555, Atlanta, GA USA Australia & N Zealand Suite 19, 103 George Street Parramatta, NSW 2150 Australia Japan 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan Malaysia B-5-8 Plaza Mont Kiara 50480 Kuala Lumpur, Malaysia +603 2726 2759+81 3 5809 8444 +1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550 Middle East # 14, CRMIT Towers, BTM Layout 1st Stage, 100 Ft Ring Road, Bangalore 560068. India Salahuddin Ayubi Road , Riyadh, Kingdom of Saudi Arabia EMEA Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London + 44 20 8872 4127 Rest of Asia Deployment base spread over 25+ countries
    15. 15. Annual Support & Advocacy Program © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Thank you sales@crmit.com
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