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CALL CENTER CONSULTING | ||||||||||||||||
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Customer Relationship
Management, or CRM, involves the implementation of a single integrated
system which will allow an organization to effectively and consistently
manage prospects and customers, regardless of where the interaction takes
place. This spans outside sales, call centers, telemarketing operations,
direct marketing operations and Internet applications. The i Gen Group, Inc. is a professional services group staffed with the expertise and resources to guide, direct and manage any call center design or optimization project required to meet the growing demands you may have. The latest IDC report on CRM (Cashing in on CRM) issued in May 2000 predicts that organizations globally will invest $8.7 billion in CRM solutions by 2003. The demonstrable benefits of CRM systems include a reduction in the cost of sales due to improvements in the level of retained customers, better use of sales and marketing funds through improved targeting and improved productivity across an enterprise. Any successful CRM system needs to ensure that all points of contact with the customer are handled with consistent quality. This means that a company’s call center or web portal needs to be supported by, and connected to, all areas of the organizational infrastructure as well as new and legacy external delivery channels. To attain this level of connectivity and communication, customers facing technology must be combined with other ‘back office’ processes and existing applications, so that appropriate information can be retrieved and updated. Achieving these results can be made with The i Gen Group's consulting team on your side. We will work with your contacts to assess, clarify and identify all areas for quality of service improvements. We will recommend the solutions and options before you and ensure smooth transitions with skilled project management. Work with a firm that understands the marketplace |
Testimonials “i Gen was able to increase the effectiveness of Baxter’s telecommunications systems while generating significant cost savings… contributing to ongoing savings in excess of $750,000." -Baxter Corporation “Under Mr. Running's leadership, we experienced reductions in telecommunications expenses that far exceeded our expectations” -Rinker Materials Corporation
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