NCO Customer Management has announced the availability of a customer relationship management platform for its clients.

 

This application was created for a major retailer client that partnered with NCO Customer Management to support their new e-commerce initiative. The retailer had no previous experience in e-commerce arena and required a solution provider who could design a customized product.

 

NCO's IT team worked closely with this client and developed a flexible CRM platform that could grow with their needs. The client was very clear about the requirements from this CRM application.

 

They aimed to capture customer demographic data and turn information into business intelligence that ultimately improved customer experience.

 

NCO had a deadline as the client wanted to launch their e-commerce strategy in time for the holidays and was able to build a customized solution in less than 60 days and imported more than 20 million customer records into it.

 

Based on a CRM package, the platform supports multiple communication channels, including telephone, e-mail, chat, and Web interaction.

 

The robust software platform also provides agents with immediate access to existing customer history and other demographics. And agents can validate customer information while handling customer contact calls.

 

Seth Todd, director of business management for NCO Customer Management said that this application provides their client with the knowledge it needs to market its products more efficiently.

 

The flexible CRM system also allows the client to quickly make complex changes. If an outage occurs, NCO agents can still process transactions in the CRM tool and forward them to the client's transactional tool once it is operational again.

 

"Developing a CRM platform for this client was a major step forward for our organization," said Bob Corsi, senior vice president of operations for NCO Customer Management. "NCO plans to use our partnership with this client as a template for how we can help other organizations aggregate customer information and turn it into actionable intelligence."