Customer Relationship Management (CRM) - the concept of doing business, which is characterized by the systematic use of information to attract and retain customers through ongoing dialogue. The aim of such dialogue is the creation of long-term, mutually beneficial relationships between the customer and the company. CRM Agency is a new type of integrated services to businesses on the Russian market based on the concept of CRM.
The services of the CRM agency “C3Vision” cover the whole cycle of customer relations from monitoring the market and attracting potential clients to providing quality service and programs to increase loyalty of existing customers. CRM is different from many organizations which offer one-off and separate services of call center and direct marketing in that we have actually implemented the model of outsourcing certain functions of customer relations (CRM) for our Customers. CRM agency employees have the unique experience in implementing projects whose objective is to develop and support of the Customer’s business. It is often the case that the area of customer relations (CRM) is one of the least developed resources in the development of a company while world practice shows that the reserve is huge! In order to achieve project objectives we use the efficient technologies of direct marketing: call centre, direct marketing, telemarketing and database marketing. These technologies are complemented by our own developments and “know how”. Today high-performance telecommunications and powerful information systems are an all important component of the business development and survival. The technological core of the agency is the Integrated Contact Centre based on the platform CISCO IP Contact Center which is integrated with the CRM system on the platform Siebel Oracle. Using the solutions of the recognized world leaders, we guarantee highest quality of customer interactions across all channels of communication ( wap, web, sms, chat, etc). We strive to ensure that our Customers have a lot of regular, profitable clients, and this depends largely on the efficiency of internal processes and the level of professional of the Customer’s staff. To meet these challenges we provide training services for the staff and consulting services on effective management and business process automation in the CRM area.
Our mission is to help our Customers increase the stability and profitability of business by establishing, developing and supporting high quality relations with their clients and consumers on the concept of Customer Relationship Management (CRM). All the complex solutions and services in the CRM area, which we offer are aimed at business results, i.e. at the increase of the economic benefits of customer attraction and customer service programs in companies of our Customers.
Our business philosophy is based on the following statements.
Client, not a product or technology is the only source of profit for any company.
The level of customer service is the most significant competitive advantage in the modern market economy. Only the companies that are willing to offer superb client service along with high quality goods or services have a foundation for long-term, stable development
A conflict is growing between the modern development of the society and the traditional methods used in promotion of products and services. High degree of individualization of goods and services demanded by the client is in conflict with the mass nature of advertising. The ways of resolving this conflict lie in the field of establishing direct relations between potential clients and suppliers, i.e. in the field of direct marketing.
Part of the specific functions associated with the organization and support of client relations requires special technologies and professional skills. These functions are run most efficiently by businesses which have both such technologies and appropriately trained staff.
Providing our Customers with services in the field of customer relations we strictly adhere to the following rules:
Reputation and the interests of our Customers are our top priority. We will better give up any action than jeopardize the Customer’s reputation;
We respect the human right to free choice and ensure that your message reaches only those people who do not mind receiving information across the selected channel;
If we see that the project is not effective for your business, we will inform you about this and will make every effort to work with you to develop alternative solutions. If an alternative solution is not possible, we advise you to abandon the project or abort the project if it is in progress;
We guarantee a high level of confidentiality regarding information that is received from our customers during projects;
Before CRM Agency came to the foreign market in 2004 as an independent company the Agency had operated for two years as an internal unit (CRM Department) of the Association of Financial Companies “Bridge Holding”. From the very start of our business activity the Holding Management required completed solutions and results, not just one-time actions to attract or retain clients. CRM Agency specialists developed and implemented in the Holding companies complex programs for attracting new customers and improving the existing client service. The Holding companies continue using the services of CRM Agency on a commercial basis delegating certain functions of marketing relationships with clients for outsourcing in our Agency. Today CRM Agency is a dynamically developing company in the market of Customer Relationship Management services. CRM Agency has developed a reputation of not only a high- tech company which has at its disposal the latest technologies of Call-centre and CRM, but also a highly creative team, capable of handling any challenges in the area of client relations development and support of consumer and partner loyalty. CRM Agency has created a unique team of managers and specialists, which includes specialists of outbound and inbound call-centers, telemarketing specialists, project managers, CRM consultants, IT specialists and trainers. Company’s existing system of staff training and regular professional certification ensures high quality of all types of services. We guarantee that we will approach the implementation of your projects as if it were our own business.