While industry is focusing on “Up-Selling”,
“Cross-Selling” and “Organic Growth”,
the fact remains that it costs a company dramatically
less to retain and grow an existing client than it does
to court new ones. The essence of this truth lies in
an effective and efficient CRM implementation
CRM Center of Excellence
Pacific West Corporation's CRM Center of Excellence (CoE)
provides end-to-end CRM implementation services right
from the initial stages of developing a CRM strategy
through support of the CRM applications. Our global
delivery model accelerates the implementation timelines
and thus provides our customers with faster ROI, and
also helps them in realizing the strategic benefits
of their CRM implementation. Pacific West Corporation's CRM
CoE provides following services:
- Implementation Services
- Upgrade Services
- Testing Services
- Support and Maintenance Services
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CRM Implementation Services
Our CRM CoE’s Implementation Services provide
service offerings that are tailored to your business
processes with our CRM implementation framework, reusable
components and prototyping. Our full spectrum of implementation
services consists of business analysis, core configuration
services, customizations, system integration and training.
Our CRM offerings span across all the three-major CRM
functional areas, sales force automation, marketing
and customer service.
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CRM Upgrade Services
Our CRM Upgrade Services team has done some of the
most complex upgrade projects in the industry for our
customers from Oracle/Siebel version 5.6 to 6.x, 6.x
to 7.7, 7.5 to 7.8, etc. The Upgrade Services team focuses
on both business and technical aspects of the upgrade.
We will work with you to assess business benefits and
impacts of the upgrade like new functionality, training
needs, business data needs and business simplification
opportunities. At the same time, we will assess technical
aspects like infrastructure requirements, customizations,
integrations analysis, and deployment strategy. Our
Upgrade Services team will apply their proven upgrade
methodologies and processes to ensure rapid upgrade
timelines and 100% on-time delivery.
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CRM Testing Services
Our CRM CoE’s Testing Services cover all critical
domains like functionality testing, regression testing,
load/performance testing, integration testing, user
acceptance testing and multi-lingual localization testing
to enable global-rollouts of CRM implementation. We
use best in the industry tools (like QTP, Load runner,
Test Director, etc) and processes for automated testing
for above areas to ensure First-Time-Right (FTR) and
On-Time-Delivery (OTD) on all our deliverables.
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CRM Support and Maintenance
Services
Our CRM CoE’s Support and Maintenance Services
offer high-quality 24X7 support for CRM implementations
to minimize application and user downtime with strict
adherence to Service Level Agreements (SLAs). We provide
services for technical support, bug fixes, performance
tune-ups and ongoing enhancements. Our Support and Maintenance
offerings are based on structured Six Sigma approach
towards process management which consists of process
mapping, identifying process measures, collecting data,
displaying dashboards, identifying improvement opportunities,
and performance monitoring.
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