Only C3i offers end-to-end IT and operations support for mobile professionals at the lowest total cost of ownership. C3i's end-user support and managed services experts help clients discover innovative ways to maximize CRM adoption and field effectiveness with a global and multi-lingual support model.
To help you maximize field effectiveness, C3i will assess your help desk support performance and structure, and identify ways to improve end-user satisfaction with your CRM system. By using the C3i's help desk assessment, your organization may also reduce its operational costs by up to 30 percent.
Discover how Wyeth, ImClone, Otsuka, Berlex and other global manufacturing companies benefit from C3i's CRM support expertise.
Tier I Support: Help Desk
Keep your mobile professionals focused on managing customer relationships.
Large-scale support. C3i supports over 34,000 global field-based professionals and over 200 separate business applications, including:
Our CRM help desk teams' familiarity with each client's sales culture and extensive training on all proprietary applications, client business rules, and escalation paths ensure your field force maximizes its productivity.
Focus on world-class service. Problem resolution standards throughout C3i's network of operations centers focus on helping your field-based professionals accomplish mission critical tasks with the customer management business tools at their disposal. Our technicians and analysts deliver best-in-class support through:
- Performance incentives that are tied to quality, ensuring a knowledgeable, experienced individual responds to every field representative's inquiry; and
- A 360-degree feedback loop to ensure your field force remains satisfied with all aspects of service delivery.
Bottom line: we resolve technology issues quickly so that your field force can stay focused on building stronger, more profitable relationships with your customers.
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Tier II Support: Applications Administration & Maintenance
Maintain and enhance your customer management resources.
Because as many as 20 percent of help desk calls require escalation to experienced administrators, our applications administration teams are tightly integrated with our Tier I help desk analysts, creating a seamless support experience for end-users – even when application debugging or a minor software release upgrade is needed to address an issue. C3i administers and maintains Siebel and other CRM systems for several of the world's leading companies. We offer our clients true end-to-end service level agreements (SLAs) across help desk and applications administration functions.
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Tier III Support: Data Production & Database Administration
Cleanse, convert, manage and protect mission-critical data.
Data production is a major challenge for most organizations. To help you more quickly and reliably import, convert and cleanse data from multiple sources, C3i leverages:
- Expert programmers who use a variety of techniques to efficiently convert large data stores, eliminating redundancies and ensuring validity;
- Extensive experience ensuring timely data uploads and downloads while preserving the highest levels of data integrity and accuracy;
- A skilled team of Oracle, SQL Server, and Sybase administrators who are experienced with the unique requirements of customer management processes and technologies; and
- Database administrators (DBAs) who take full responsibility for your data – managing backup, recovery, system and machine maintenance, as well as patches and upgrades.
With data production and administration services from C3i, your IT resources can focus on more strategic activities – and still ensure that critical data arrives at your field and home-office professionals' fingertips in a timely fashion.
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Workstation Management Services
Get the most out of your mobile hardware investment.
Supporting end-users and back-end software is only half of the equation. As a true end-to-end technology services firm, C3i also provides its help desk clients with:
- Workstation engineering
- Technology rollout
- Break-fix
- Warranty repair
- Workstation logistics services
- Remote user administration
- Remote diagnosis and repair
C3i manages over $200 million in client-owned technology assets, completes more than 45,000 computer and peripheral transactions every year, and fully supports 12 different laptop models, three PDAs, and 51 separate images. Our A+ certified analysts use a Wells Fargo-certified asset management process to ensure continual excellence in support. And 100 percent of installed applications are fully supported by our teams, who work in a purpose-built hardware and logistics center in the United States.
C3i has the capabilities to manage the complete lifecycle of technology deployed to field-based professionals. C3i's comprehensive solutions ensure maximum fulfillment of your mobile hardware needs, cutting down on costs and boosting your ROI.
Only C3i...
- repairs laptops, and ships them back to the field in under eight hours,
- rolls-out hundreds of workstations to a sales force in under 24 hours,
- resolves hardware problems 30 to 70 percent faster, using remote diagnosis and repair capabilities.
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Additional Information
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Adobe Acrobat PDF Format See how C3i can enable your organization to reduce its hardware overhead costs while boosting ROI. |
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