IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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CRM Implementation for Leading Global Investment Bank



This client is the Investment Banking Division of a leading global investment banking and securities firm. This organization offers investment-banking and other services to more than 3,000 customers worldwide.



The division's technology-support group offers external support services to these banking customers as well as internal support to the client's own personnel. The group was using a help desk system to automate support center functions that was not compatible with the newer OS technologies and support for the solution was poor. The client's staff performed a process reengineering study. Based on the results, the company decided to purchase one of the leading enterprise-wide CRM products to replace the existing system. It needed assistance to install and customize the CRM product for the support center.







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The client was able to install an enterprise-wide automation for its support desk that could function on current operating system software and for which the vendor continued to offer support.

  • Worked with the client's support center staff to analyze support requirements

     

  • Identified and documented the gaps between the support center's business process and the CRM product's out-of-the-box functionality

     

  • Documented the system processes required by the client support center

     

  • Provided a team to work with the client's personnel on the installation and customization of the product

     

  • Installed the product in the client's environment

     

  • Customized the product to integrate it functionally into the support center, including developing interfaces with external legacy systems for additional data required by the IBD support staff