IT OUTSOURCING

CCM & CRM

The relationship between Customer Relationship Management (CRM) and Customer Communication Management (CCM) is essential for creating an effective and personalized customer experience. While CRM focuses on data management and understanding customers, CCM is dedicated to managing communications with them. This partnership is crucial for companies to leverage the information gathered through CRM and use it in CCM to create personalized, relevant, and consistent communications.

What we offer?

The services derived from the relationship between Customer Relationship Management (CRM) and Customer Communication Management (CCM) share a common goal: to enhance customer relationships and optimize communication with them. These services enable companies to personalize their messages, automate processes, segment customers, and provide more efficient and results-oriented service. Collectively, they help strengthen customer loyalty, enhance marketing effectiveness, and improve customer satisfaction, resulting in a positive impact on the company’s success and profitability. These services are essential in the modern business era, where personalization and effective communication are key to growing and maintaining a strong customer base.

Implementation

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Integration

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Update and Migration

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Support and Health Check

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Personalization of Communications

Using CRM data to customize messages and documents, such as emails, invoices, notifications, and promotional offers, so that they align with the individual preferences and needs of the customers.

Customer Segmentation

Using CRM data to segment customers into groups based on specific criteria, allowing for targeted communications to each segment. This increases the relevance of communications and enhances marketing effectiveness.

Marketing Automation

Automating marketing campaigns based on CRM data, enables the sending of messages at the right time and to the right people, which can enhance the efficiency and ROI of marketing strategies.

Sales Management

Using CRM to track customer interactions and manage sales opportunities. CCM can support this process by generating personalized proposals and quotes for customers.

Customized Customer Service

Provide a more personalized and efficient customer service by accessing CRM information during customer interactions. Customer service agents can offer quicker and more accurate solutions and responses.

Business Process Automation

Use CCM to automate the creation and delivery of business documents, such as contracts, agreements, and invoices, which saves time and reduces errors.

Customer Feedback

Gather customer data and feedback through surveys and forms, which can be used to enhance the quality of products and services, as well as to personalize future communications.

Data Analysis

Utilize the data collected through CRM and customer responses to CCM communications to obtain valuable insights into customer behavior and preferences. This can inform future strategies.

Customer Loyalty Management

Implement loyalty and reward programs, and use CRM and CCM to communicate exclusive offers and benefits to loyal customers.

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Technologies

CRM

salesforce

Sales Cloud
Service Cloud
Marketing Cloud
Analytics Cloud
Experience Cloud
App Cloud
Pardot

CCM

OpenText Exstream
Quadient Inspire

Methodologies

Agile

Agile is a collaborative and adaptable approach to software development, prioritizing incremental delivery and continuous feedback.

Scrum

Scrum is an agile framework that organizes software development into short iterations and self-organizing teams.

DevOps

DevOps is a methodology that integrates development and operations to accelerate software delivery and improve collaboration.

Waterfall

Waterfall is a software development methodology in which phases progress sequentially in a non-reversible manner.

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How We Work in Digital?

Time and Materials / Fixed Price

With a time and materials contract, instead of quoting a fixed price for the entire project, a contract will describe the rough scope of the job along with a quote for a fixed hourly wage plus the cost of materials.

Fixed price contracts, in which the final price is determined before work begins, are more common than time and materials contracts. Fixed price contracts are best suited to projects that are well understood by both the client and the contractor and, therefore, the time needed and costs required are predictable.

Software Development Outsourcing

It is the practice of hiring an external company or specialized team to design, develop, and maintain applications and software programs instead of doing it internally.

Software Development Outsourcing

It is the practice of hiring an external company or specialized team to design, develop, and maintain applications and software programs instead of doing it internally.

Time and Materials / Fixed Price

With a time and materials contract, instead of quoting a fixed price for the entire project, a contract will describe the rough scope of the job along with a quote for a fixed hourly wage plus the cost of materials.

Fixed price contracts, in which the final price is determined before work begins, are more common than time and materials contracts. Fixed price contracts are best suited to projects that are well understood by both the client and the contractor and, therefore, the time needed and costs required are predictable.

Staff Augmentation

Collaborating with external companies or professionals to complement and strengthen your internal software development team, providing additional resources and specific expertise when needed for temporary or long-term projects.

Software Development Teams

Groups of specialized professionals in the design, programming, and maintenance of computer applications. They work together to create functional software and meet project goals.

Software Development Teams

Groups of specialized professionals in the design, programming, and maintenance of computer applications. They work together to create functional software and meet project goals.

Operating Models

Like an assembly line in a traditional factory, a software factory is the core of software, application, and tech service production. This model defines the structure, processes, tools, and practices that ensure efficient, cost-effective, high-quality software delivery. In this section, we’ll explore the key elements of our software factory operational model and its importance within the context of an IT company, where innovation and timely solution delivery are crucial for staying competitive in a constantly evolving digital landscape.

Phase 1 – Discovery and Analysis: This phase aims to align component development with business objectives and clearly define what needs to be developed and how to do it efficiently.
Phase 2 – Design and Development: This phase focuses on component development, including unit testing to ensure functionality.
Phase 3 – Interview and Selection: Following development, comprehensive testing is conducted, including integration, regression, and user validation. These tests ensure proper functioning and allow for the correction of identified issues and defects before implementation.
Phase 4 – Implementation: Once the components have been tested and validated, they are implemented in the production environment.
Phase 5 – Tracking and Monitoring: After implementation, it is essential to continuously monitor the performance of the components. Monitoring systems are established to detect issues and ensure that the components are running smoothly.

The operational model of the recruitment process sets the foundation for identifying, attracting, and selecting exceptional talents who align with the company’s vision and objectives. In this section, we will explore how this model functions as a core driver for talent acquisition, ensuring that the company has skilled and dedicated professionals to drive its growth and competitiveness in the exciting world of Information Technology.

Phase 1 – Application: In this phase, the request for consultant recruitment is received and analyzed.
Phase 2 – Candidate Search: The objective of this phase is to identify a group of candidates who meet the requested profile through our network of recruiters.
Phase 3 – Interviews and Selection: Through a series of interviews with candidates, both by our team and the client’s team, the aim is to select consultants who meet the expectations of the process.
Phase 4 – Hiring: After selecting the consultants, the hiring process begins.
Phase 5 – Onboarding: The last phase of the process is the integration of new consultants into the work team.

This model establishes the organizational framework and strategies required to train and develop IT professionals, enabling them to acquire the skills and knowledge necessary to tackle current and future technological challenges. In this section, we will explore how this operational model plays a crucial role in building a highly skilled and adaptable workforce, essential for a company’s success and competitiveness in the dynamic world of Information Technology.

Phase 1 – Application: In this phase, the request for consultant recruitment is received and analyzed.
Phase 2 – Program Preparation: The objective of this phase is to design the training program, in which the profiles of those involved, the resources to be used, and the evaluation and selection models will be defined.
Phase 3 – Execution: Through the execution of the program, the aim is to select consultants who meet the expectations of the process. If necessary, this process can be cyclical.
Phase 4 – Hiring: After selecting the consultants, the hiring process begins.
Phase 5 – Onboarding: The last phase of the process is the integration of new consultants into the work team.

How we help business to achieve growth and transformation

Digital Augmented Business Process Grow
We provide digitally augmented business processes with the use of automation tools.
Remote Work Model integrated in our Delivery Service
we have integrated the remote work model almost 100% of our operations.
Latam Nearshoring Market
Latam is positioned as a golden opportunity as our business and work culture is similar to the American.
BPO helping companies to scale-up
We provide improvements in the
administrative areas as well as on the customer experience side at all levels.
Managed Services Outsourcing with process analysis
We analyze all processes in detail through managed services.
From work to result: Relational Outsourcing
Outsourcing must be a relationship in which partners understand each other and jointly seek a common goal, not only is it the work but also how it generates value for the business.
Access to Talent
The impact of turnover is very low, due to our Managed Services system in which services always have a safeguard and guarantee that they continue despite eventual replacements.
Hybrid Outsourcing
We are in the next era of outsourcing, with companies looking for hybrid solutions between the traditional services and managed from the cloud services.

How we help business to achieve growth and transformation

Digital Augmented Business Process Grow
Remote Work Model integrated in our Delivery Service
Latam Nearshoring Market
BPO helping companies to scale-up
Managed Services Outsourcing with process analysis
From work to result: Relational Outsourcing
Access to Talent
Hybrid Outsourcing

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Our capabilities

Talent Management

CAPABILITIES

Talent Management

  • Talent acquisition
  • On-Boarding
  • Training on the job
  • Contracting
  • Engagement management
  • Compensation & international payments
  • Performance management
  • People health & wellness

Process & Operations

CAPABILITIES

Process & Operations

  • Process mapping
  • End-to-end business process innovation
  • Process mining & auditing
  • Work & workplace optimization
  • Lean management
  • Legal & negotiation
  • Internal controls & auditing
  • Risk & compliance management
  • Service delivery & Incidence management

Process & Operations

CAPABILITIES

Process & Operations

  • Process mapping
  • End-to-end business process innovation
  • Process mining & auditing
  • Work & workplace optimization
  • Lean management
  • Legal & negotiation
  • Internal controls & auditing
  • Risk & compliance management
  • Service delivery & Incidence management

Digital Transformation

CAPABILITIES

Digital Transformation

  • Experience in implementation and integration of CX solutions: CRM and CCM
  • Cloud solution experience: Azure and AWS
  • Platform & Legacy systems integration
  • Software development
  • Cognitive BPO solutions experience (RPA, ML, BOT, NLP)
  • Certified consultants in the main technologies
  • Software development and testing experience

Ignite Growth with Digital Solutions

Ignite Growth with Digital Solutions

    BusinessDigital

    digitalhub team