Annual Support & Advocacy Program

Are you capitalizing on the full potential of your CX Cloud?

Upgrade to Best Practices, Not Just Your Budgets

The absence of support program greatly restricts

access to technical

assistance

The absence of support program create challenges with upgrading, updating and implementing new software

releases

Create a more powerful CX/CRM environment with the Support Program for a world class customer service

Annual Support & Advocacy Program

© Copyright 2014 CRMIT. All rights reserved.

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Why Support Program?•Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of your customer experience strategies.

•You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally important. Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are successful.

•Software support becomes an important and immediate requirement post every successful implementation program.

•CRMIT’ ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for CX Cloud Service

customers to ensure the long-term support and operation of critical computing environments.

•The program includes, remote technical support, remote configuration & installation assistance, fixes, special software patches

and minor/ major updates.

•The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating andimplementing new software releases.



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CRMIT’s ITIL based Support Framework



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Annual Support & Advocacy Program• Includes post implementation support & annual CRM / CX Health

Check

• Email support for S1 & S2 support requests

• Periodic documented feedback / assessment on user adoption rates, technical configurations, integration and upgrades

• Access to online support tools, SPOC, CX / domain experts and key Oracle product & engineering teams.

• Flexible support plans to suit onsite, offshore and multi-shore delivery model

• Discounts to training programs

• Extended configuration, customization and report generation support from an integrated R&D and validation services team with expertise including FMW, J2EE, .NET, PHP, mySQL, etc



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Plans asap - Bronze asap - Silver asap - GoldRecommended for user base of upto 100 101 - 200 200+

Total Support (in hours) 100 150 250+Target Response Time (in hours) [High – Medium – Low] [4 – 8 – 12] [3 – 6 – 10] [2 – 4 – 8]Remote Support (Email / Web tools) Yes Yes Yes

Access to Web Support Knowledge Base & Technical Bulletins Yes Yes Yes

Access to SPOC including CX / domain expertise No Yes Yes

Annual CRM / CX Health Check Program No Yes Yes

Discounts on training programs No No Yes

Periodic review of technical configurations, integration and upgrades

No No Yes

Support Delivery Model Offshore Offshore Hybrid



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Extended Support Services

• Professional Services• Training & user adoption • Analytics & Reports• CRM/CX HealthCheck• Data Validation

• Implementation Services• CP Migration• Telephony Integration• Social Integration• Testing/Validation



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Why customers chose CRMIT

End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization.

013

ISO 270001 REGISTERED

200,000+ users

250+ customers

22+ countries

3000+ app users

23,000+ hrs training

1000+ man-years of deployment

Self ServicePlatform

Social Integration

Email Integration

TelephonyIntegration

MobileIntegration

Oracle Sales CloudEducation & Research

Financial ServicesOracle Validated Integration

Computer Telephony

Largest Cloud CRM Deployment

3 apps on Oracle Market Place Authored Book on CRMOD

Configure Price Quote

Marketing Cloud

Sales Cloud

Service Cloud

Social Cloud

Policy Automation



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Our Cloud Offerings

Cloud based Customer Experience (CX) Solutions

Portfolio

`

RightNowRightNow Email Workbench

Email Workbench

Social CRMSocial CRMATGATG

Mobile CRMMobile CRM

CRM On DemandCRM On Demand

Sales & Marketing Services Applications

SSPSSP

Cloud IntegrationCloud IntegrationService Offerings

CX/CRM ConsultingCX/CRM Consulting

Health Check & Wellness Plans

Health Check & Wellness Plans

CTICTISales CloudSales Cloud

EloquaEloqua

SRMSRM

Managed MarketingManaged Marketing Data Management & Business AnalyticsData Management & Business Analytics

Independent Testing & Validation

Independent Testing & ValidationUser Adoption TrainingUser Adoption Training

CPQCPQ



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CX Extensions

Oracle® CRM On Demand / Oracle® Sales Cloud

Framework

Email Workbench

Social CRM

Computer TelephonyIntegration

Self ServicePortal

MobileCRM

Enabling rapid deployment and enhanced customer experience

3500+ users in sales, marketing, service & support organizations

Oracle® Cloud Private Cloud @Customer

Quote Management



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Partial list of customersIndustrial Mfg / Oil & Gas

Financial Services & Insurance

Life Sciences & Healthcare

Telco / Media /High Technology

Engineering/ Retail & FMCG

Travel & Transportation

Education & Public Sector



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What do our customers sayThanks for your super support and very hard work. These were executed professionally and Ithink we got the balance right, judging by the feedback and also from my observations. Saty Joshi, Interactive Marketing & CRM Marketing Excellence3M

…CRM IT has demonstrated the skills and abilities to met or exceed all of our business expectations…….

Throughout the process & requirements gathering workshops and the subsequent week of determining solutions, completing activities etc, they have both been very approachable. Their knowledge of CRMoD and their willingness to offer proactive, practical alternative solutions wherever possible has made it a pleasure to work with them.

David Atkinson, Functional Analyst, Suncorp Group Limited

James T LaneVice President - Sales Reporting

United Health Group



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Enabling Excellence

Best Customer Relationship Management Program Award

Best SaaS-Based Program Award

National Award

for E-

governance2007-08 2012 Winner

2014



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Global Spread

Deployment base spread over 25+ countriesSales & Support Offices



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+91 (80) 4292 5555

Reach usAmericas

1525 McCarthy BlvdSuite 1000,Milpitas, CA 95035USA

3379 Peachtree Road NE (Buckhead), Suite 555, Atlanta, GA USA

Australia & N Zealand

Suite 19, 103 George StreetParramatta, NSW 2150Australia

Japan

2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan

Malaysia

B-5-8 PlazaMont Kiara 50480Kuala Lumpur, Malaysia

+603 2726 2759+81 3 5809 8444

+1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550

Middle East

# 14, CRMIT Towers, BTM Layout 1st Stage, 100 Ft Ring Road, Bangalore 560068. India

Salahuddin Ayubi Road ,Riyadh,Kingdom of Saudi Arabia

EMEA

Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London

+ 44 20 8872 4127

Rest of Asia

Deployment base spread over 25+ countries



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Thank [email protected]