Customer Relationship Management

Business consulting and advanced technologies to help you identify and manage customer segments, foster customer-satisfying behavior, and implement customer-centric strategies, along with supporting processes and tools.

Companies ignore or neglect Customer Relationship Management (CRM) at their peril. CRM, in its basic form, represents a model to help organizations manage their interactions with customers, clients, and sales prospects. It helps a company decide the best way to market to, sell to, and service existing and potential customers. Managed correctly, CRM can help increase productivity, close more deals, enhance customer satisfaction, drive operational excellence, and reduce costs. It has been estimated that creating a loyal customer is up to ten times less costly than securing a new one. Loyal customers also consume more and choose offerings with more added value, and therefore greater margins.

CSC’s most recent Customer Intimacy Barometer (2012) reports that companies realize that they have no choice but to focus on developing a closer relationship with their customers as a way to differentiate themselves from their competitors. The 2012 Customer Intimacy Barometer sheds light on the strategies for customer relationships that leading businesses are implementing against the background of a crisis that is not only enduring but is also increasingly unpredictable.

New technologies and business models, such as multichannel, social networking and mobile are forcing companies to rethink and revamp their CRM strategy and their approach to getting closer to customers. They must also realize that they are no longer in charge; today’s environment is defined by customer control and two-way dialog. CRM must be approached on a strategic, balanced and integrated basis, and at an enterprise level.

Our Solutions
Because every industry uses different business processes and has a distinctive customer environment, CSC focuses on designing and delivering customized solutions dedicated to each sector:

Financial Services
Customer Service Accelerator®: Web 2.0-based software that integrates financial services companies’ customer-servicing functions across all interaction channels to ensure fast, consistent customer service, regardless of channel or reason for contact.

Insurance
GraphTalk A.I.A.: A leading international solution that helps large and small, life and general insurers respond to legislation and market practice anywhere in the world, as well as increase time to market, enhance the customer experience, and rationalize complexity.

Healthcare
Trueblue (partnership): A jointly-offered, sector-specific platform that helps clients in the pharmaceutical sector boost sales and marketing effectiveness via powerful and accurate business intelligence tools, and analytical and operational CRM tools.

Public Transport
Boomerang: A suite of solutions to help public transport organizations establish two-way communication and offer personalized services to increase satisfaction and travel, and therefore revenue, and to add customer-facing services.

Contact Centers
CSC Embrace: An advanced contact center solution that allows you to exploit innovative technologies to identify and respond to new opportunities, utilize all contact channels to prioritize the customer experience independent of time, location and systems, and to reduce costs.

Why CSC?
With more than 98,000 employees worldwide, CSC is a global leader in providing technology-enabled business solutions and services. We offer clients the solutions they need to manage complexity, focus on core businesses, collaborate with partners and clients, and improve operations.

CSC makes a special point of understanding our clients and provides experts with real-world experience to work with you. For more than 50 years, clients in industries and governments worldwide have trusted CSC with their business process and information systems outsourcing, systems integration and consulting needs.

CSC’s expertise has been proven with the award of the Data News Awards for Excellence “System Integrator of the Year”, which also confirms the importance we continue to place on delivering service excellence to its customers.