Accenture Technology Services for Customer Relationship Management

Accenture helps organizations chart the most intelligent and practical course to achieve high performance in a multi-polar world, one defined by Accenture as having multiple centers of economic power and activity.

Our insights into customer centricity— gained through ongoing market research and analysis—and our deep experience—accumulated through years of client work—combine to create a powerful resource for transformation.

Read more about how systems integration excellence can drive high performance through customer relationship management (CRM).

Sustaining high performance requires the ability to offer highly relevant customer experiences that capitalize on opportunities for profitable growth. Organizations that master these capabilities develop and execute customer-centric strategies with speed, flexibility and certainty of results.

Insights from the 2008 Accenture Customer Satisfaction Survey show that organizations must be deeply attuned to today’s consumers: who they are, how to reach them and what kind of experience they expect—particularly in times of economic uncertainty, when consumer needs are most likely to change.

Organizations that enjoy strong customer loyalty also realize higher margins, revenue growth and shareholder value. In fact, according to our research into the characteristics of high-performance businesses, customer loyalty accounts for 38 percent of profit margins, 40 percent of revenue growth and 38 percent of shareholder value.

Ranked the No. 1 customer relationship management consultancy by CRM magazine, Accenture uses an integrated set of functional and technical capabilities to accelerate delivery, reduce risk and increase quality. We offer:

Industrialized marketing capabilities
End-to-end automated marketing capabilities that enable us to undertake a marketing assessment, make a technology selection, refine the operation model and draw on the skills of our thousands of skilled systems integrators to deploy the solution.

Accenture Delivery Suite
A comprehensive, virtual library of standard methods, tools, architectures and metrics that supports our work with clients.

Accenture Customer Insight Center
Assists clients in testing and, implementing end-to-end projects. The center also runs managed services for clients, dramatically reducing implementation times.

Featured Client Successes
Galp Energia is a Portuguese oil and gas company serving more than 3 million customers in Portugal and Spain. As a result of Accenture’s help toward Galp Energia’s goals of improving innovation and increasing customer satisfaction, the company migrated 3 million customer records and more than 300 million sales transactions to a new system platform. Galp Energia also leveraged the customer relationship management data center to simplify and increase the reliability of its migration project—and reduce the time needed to complete the same process from 120 to eight hours. Galp Energia is now positioned to increase customer satisfaction and achieve high performance through the innovative use of business intelligence and data warehouse technology.

Accenture helped a leading European utility transform the way it maintains its customer base and improve performance to compete in a deregulated marketplace. The utilities organization urgently required a powerful new IT system that would support a new business model and integrate its multiple legacy systems into a single system, with a common language. To help transform its operations, the company teamed with Accenture to design and implement a comprehensive SAP enterprise solution, encompassing customer relationship management as well as human resources, accounting, financial controls, purchasing and reporting.

Accenture played a fundamental role in helping a European postal operator implement a customer relationship management platform that served all its business units. Accenture’s role included process design, functional design, technical design, development testing, deployment, roll-out strategy definition, training, technical architecture design and set-up, capacity planning and environment operations (including production environment). The customer relationship management installations involved 15,500 users and affected 30 million customers. Using software developed at two centers within the Accenture Global Delivery Network, the new system is currently making available one billion online transactions.

Accenture helps organizations meet accelerated customer expectations through:

Marketing operations optimization services. Using the Accenture marketing operations optimization solution, organizations develop the insights that help them to make the best of their outreach and marketing strategies, link those strategies to tactics, manage resource allocations and help identify marketing outcomes. This offering is supported by additional capabilities and accelerators that include:

• Campaign management across multiple customer communication channels using preconfigured templates and various accelerators.
  
  
• Hosted campaign management using the Accenture Customer Insight Center to procure, configure and run all aspects of a client’s marketing activities.

Customer-centric marketing services. To run a customer-centric operating model and implement a branded customer experience, organizations need to deliver consistent messages over multiple channels for every customer, in real time. Accenture is able to help organizations achieve customer-centric marketing through capabilities such as:

• Interactive inbound marketing that complements traditional outbound marketing communications with a centralized capability that coordinates real-time messages and opens up dialog between the Web and call centers.
  
  
• Centralized decision making that includes a complete range of delivery frameworks and methodologies including strategy and scoping materials, business and solution architectures, detailed project and resource plans, operating model and process architectures, technical solution components and an unrivalled resource pool from across the Accenture workforces.