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
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 andimplementing new software releases.
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
CRMIT’s ITIL based Support Framework
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
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Plans asap - Bronze asap - Silver asap - GoldRecommended 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
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
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 ServicePlatform
Social Integration
Email Integration
TelephonyIntegration
MobileIntegration
Oracle Sales CloudEducation & Research
Financial ServicesOracle 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
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 CRMATGATG
Mobile CRMMobile CRM
CRM On DemandCRM On Demand
Sales & Marketing Services Applications
SSPSSP
Cloud IntegrationCloud IntegrationService 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
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 TelephonyIntegration
Self ServicePortal
MobileCRM
Enabling rapid deployment and enhanced customer experience
3500+ users in sales, marketing, service & support organizations
Oracle® Cloud Private Cloud @Customer
Quote Management
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Partial list of customersIndustrial Mfg / Oil & Gas
Financial Services & Insurance
Life Sciences & Healthcare
Telco / Media /High Technology
Engineering/ Retail & FMCG
Travel & Transportation
Education & Public Sector
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
What do our customers sayThanks for your super support and very hard work. These were executed professionally and Ithink we got the balance right, judging by the feedback and also from my observations. Saty Joshi, Interactive Marketing & CRM Marketing Excellence3M
…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 LaneVice President - Sales Reporting
United Health Group
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-
governance2007-08 2012 Winner
2014
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Global Spread
Deployment base spread over 25+ countriesSales & Support Offices
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
+91 (80) 4292 5555
Reach usAmericas
1525 McCarthy BlvdSuite 1000,Milpitas, CA 95035USA
3379 Peachtree Road NE (Buckhead), Suite 555, Atlanta, GA USA
Australia & N Zealand
Suite 19, 103 George StreetParramatta, NSW 2150Australia
Japan
2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan
Malaysia
B-5-8 PlazaMont Kiara 50480Kuala 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
Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Thank [email protected]
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