Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) domain and Microsoft Corporation India Pvt. Ltd., today announced an offering of CIM with Customer Relationship Management (CRM) solution for customers in India and other Asia Pacific countries. With Microsoft Dynamics™ CRM 3.0 - Microsoft's latest version of its CRM solution, which delivers a powerful suite of marketing, sales, and service capabilities within a native Microsoft Office experience - customers will have immediate access to contact center interactions through Servion's CIM suite.
"Every successful CRM implementation needs a focused 'customer-centric' strategy," said Mr. Rajeev Mittal, Group Director - Small and Mid Market Solutions & Partners for Microsoft Corporation. "We believe that the combination of Microsoft Dynamics CRM platform and the domain expertise of Servion in the CIM industry will provide customers with a unique customer interaction platform. CIM solutions allow businesses to interact with their consumers, capture conversations across all the channels of communication, and convert those precious nuggets of information into meaningful customer knowledge-all in real-time."
Servion's Connector for Microsoft CRM
"As a result of our partnership, Servion-enabled CIM solutions will be available for Microsoft Dynamics CRM," said Mr. S. Madhavan, Chief Technology Officer, Servion Global Solutions. "By leveraging ServionDNA technologies, we will provide our customers with the most powerful CRM solution in the customer interaction industry. This integrated offering is very unique and will leverage the strengths of both companies. We are also excited about our strategies to jointly go-to-market with our solution."
Keys to a Successful CRM Implementation
Great experiences are built on the quality and effectiveness of interactions and communication. To implement a CRM solution, companies must focus on delivering consistently great customer experience. Traditional CRM approaches are focused on implementing only parts of the customer life cycle management through applications such as Sales Force Automation (SFA), call center, and Campaign Management. Initially these initiatives did achieve automation in some customer-facing processes, but they failed in adopting a holistic 'customer-centric' approach. Since it was so difficult to log every significant customer interaction, many CRM solutions were never completely deployed and failed to reach their full potential.
After analyzing customer interactions in over a thousand sites, Servion's research concludes that customers experience an organization in only two ways: (1) when they use the product or service and (2) when they contact the organization. When customers experience a poor interaction with an organization, up to 92% of those surveyed in the US planned to switch to a competing brand. CIM provides a process and mechanism for customer communication and is the fundamental building block for providing customer centricity to a complete CRM system.
About Servion Global Solutions
Servion Global Solutions (Servion), a specialist in the Customer Interaction Management (CIM) domain, is a fast growing company with a global clientele of more than 400 customers in 41 countries and with over 1000 installations. Operating in a market that is estimated to grow to $2.6 billion by 2008 (Source: Datamonitor), Servion takes a consulting led approach to optimize customer interaction for its clients.
Servion provides end-to-end services, from application maintenance to consulting and research and development and offers solutions that encompass multi-media Contact Centers, Computer Telephony Integration (CTI), self-service channels such as Interactive Voice Response (IVR), Speech Recognition, outbound interactions in dialers, multi-media alert notifications, CallBack Manager, Workforce Management software, Process Management solutions, and Customer Relationship Management (CRM), among others. For more information, please visit www.servion.com.
About Microsoft Dynamics
Microsoft Dynamics™ is a line of financial, customer relationship, and supply chain management solutions that help businesses work more effectively. Delivered through a network of channel partners providing specialized services, these integrated, adaptable business management solutions work like and with familiar Microsoft software to streamline processes across an entire business.
About Microsoft
Founded in 1975, Microsoft (NASDAQ "MSFT") is the worldwide leader in software for personal and business computing. The company offers a wide range of products and services designed to empower people through great software-any time, any place and on any device. Microsoft Corporation India Pvt. Ltd. is a wholly owned subsidiary of Microsoft Corporation. It has had a presence in India since 1990 and employs over 3000 people across its offices in New Delhi, Mumbai, Bangalore, Calcutta, Chennai, Hyderabad, and Pune.
