Customer Relationship Management

Earning customers for life

Customer service has changed dramatically

84% of customers use web or mobile self-service to find answers

12% decline in first call resolution since 2009

10% of organizations identify as omnichannel capable

Evolving business needs

Engage and resolve customer issues regardless of channel
Reduce time to resolution
Use customer insight to determine next-best action and to drive customer satisfaction
Improve customer retention and engagement
Optimize customer service team performance

Sources

1. Kate Leggett, Trends 2016: The Future of Customer Service, Forrester, January 2016
2. 2014 Dimension Data Global Contact Center Benchmarking Report
3. 2015 Call Center IQ Executive Report on the Omni-channel Contact Center

The new imperative: Earning customers for life

Challenges and implications

Effective transformation to a digital and consumer-driven business starts with a common data model and platform

Our point of view: What CXOs need to succeed

Maintain loyalty and drive revenue growth by ensuring an analytic-rich, complete
360-degree view of the customer
Drive exceptional customer service by giving customers access to information and services anywhere, anytime, and from any device
Ensure the customer experience is consistent and manageable
Provide a differentiated customer experience that will retain and attract new customers

Looking to enhance the customer experience in banking? Read more.

Our point of view: What CXOs need to succeed

To achieve these goals, the CXO must resolve a set of complex technology challenges — such as applications that don’t share information, are inflexible, are behind on upgrades, or only run on the company’s private network
Taking time to solve each application problem individually will leave organizations struggling to retain and grow customers
To stay competitive, the CXO must drive a holistic plan that not only meets today’s needs quickly, but also provides the technology backbone to keep up with a rapidly changing market

DXC’s CRM solutions: A 360-degree view of the customer

At DXC, we develop solutions to manage the full life cycle of customer relationships — anytime, anywhere, and using any device.Combined with intelligent analytics, our CRM solutions give you a complete view of the customer, so you can deliver exceptional customer service, improve loyalty, and drive revenue growth. Our CRM solutions span:

Customer Service

Customer Experience Hub

Digital Experience Platform

Voice of the Customer

Mobile Sales and CRM Apps

Industry-leading solutions built on the right CRM platform

Our world-class partner network includes:

Microsoft
SAP
Oracle
Salesforce

Looking to enhance the customer experience in banking? Read more.

DXC’s CRM solutions: Build strong, resilient relationships with your customers

Customer Service

Enables organizations to improve customer engagement by delivering a unified experience across all channels

Provides the ability to increase customer satisfaction and create a more compelling customer experience with a deeper understanding of customers at every touch point

Allow organizations to transform to meet customer needs and capture new opportunities

Customer Experience Hub

Uses integration and event monitoring of multiple systems to optimally engage the customer

Includes both proactive and reactive communication

Allows personalized, contextual engagement with customers across all interaction channels

Facilitates synchronization of marketing, sales, and customer service processes

Digital Experience Platform

Uses an integrated set of technologies to provide and improve a wide array of digital experiences

Includes web, mobile, and emerging IoT experiences

Voice of the Customer

Combines multiple siloed technologies to capture, store, and analyze direct, indirect, and inferred customer feedback

Integrates technologies such as social media monitoring, enterprise feedback management, speech analytics, text mining, and web analytics to provide a holistic 360-degree view of the customer

The resulting customer insight allows relevant information to be quickly sent to the right customer at the right time, on the right channel

Mobile Sales and CRM Apps

Empower your sales teams to accelerate sales orders into retail channels

Give your sales teams anywhere, anytime access to the detailed customer information they need to increase sales performance across retail channels, with DXC’s leading-edge Mobile Sales and CRM Apps:

Ensure your sales people are armed with the latest product information, sent directly to their preferred mobile device

Enable your sales teams to manage customer relationships and actively oversee the supply chain through to retail stores, with mobile-enabled business solutions

Solution features

Get instant, on-the-go access to customer information

Track sales opportunities and make updates in the field

Increase responsiveness to customer needs, boost customer service

Access the latest product information and content 24/7

Instantly view and analyze product sales and store performance

Manage product inventory with accurate available-to-promise dates

Transform your CRM digital core

Simplify processes to improve customer interactions, strengthen loyalty

Automatically schedule resources to increase efficiency and improve profitability

Improve customer interactions by leveraging 360⁰ customer views, real-time guidance, and cross-team collaboration

Provide real-time information and updates to ensure positive interactions with your customers

Standardize cross-platform solutions for greater agility to drive innovation

Use actionable insights to anticipate the needs of customers and your brand, and to react quickly to changing market conditions

Provide personalized and contextual interactions across the customer journey through any channel or any device

Digitize business models to gain deeper insights

Provide sellers with actionable insights by leveraging predictive analytics and machine learning

Help sellers strengthen relationships with up-to-the-moment data and insights from multiple sources

Prioritize your pipeline and accelerate success with real-time analytics and predictive modeling

Automate processes across platforms to enable omnichannel interaction

Let your customers connect anytime, anywhere, on the channel of their choice and convenience for

full omnichannel engagement

Provide connected experiences

across channels and connected data across sources for an unmatched

360° customer view