EDS today announced that IT services analyst firm IDC ranked the company as one of six leading global services providers in the customer relationship management (CRM) services market for 2003.
IDC`s report is based on in-depth research of the worldwide services market focused on companies that are solid examples of leadership and innovation. Overall ranking considered market share, thought leadership, innovation and growth potential. IDC estimates worldwide CRM IT services and business process outsourcing (BPO) revenues at more than $21 billion.
"The past 24-30 months have seen notable changes in the CRM services landscape," says Brian Bingham, program manager, CRM and Customer Care Services for IDC. "There is a definite movement toward providing a broader range of services. The value proposition of CRM now includes elements that draw upon the customer experience, such as marketing analytical services, fulfilment and billing services, and technology services. The report is essential for navigating this rapidly changing space and understanding the capabilities a key market leader like EDS has to offer."
"IDC has clearly recognised the strength of our global CRM practice," said Mike Gorsage, vice-president of EDS`s CRM transformation practice, a core practice area in the company`s Consulting Services Unit. "EDS has aligned its CRM services portfolio to deliver the complete spectrum of capabilities that clients require in order to grow revenue and reduce operation expenses by creating customer-focused disciplines in their business."
EDS has been providing business process outsourcing CRM services for more than 30 years and has an unparallel ability to deliver 24x7x365 contact centre service to clients. "EDS is committed to business results and service excellence," said Steve Sacks, director, CRM global services offerings for EDS. "We have the global standards and processes in place that ensure we deliver the best innovative services to our clients."
As part of EDS`s complete solution set, the CRM practice also includes strategic consulting services for business transformation, systems integration, process and change management.
EDS`s CRM practice employs more than 20 000 people who deliver service excellence for clients in 41 languages worldwide. In 2002, EDS`s 280 contact centres handled more than 190 million contracts, 700 million minutes of multi-channel customer interactions, more than 300 data warehouses and managed more than 200 terabytes of data on behalf of 500 clients in 33 countries.
Client success
United Airlines recently signed a five-year agreement for contact centre services for United Cargo, the airline`s cargo business. EDS utilises its Best Shore delivery model to deliver contact centre services from EDS sites in the US and Canada for United Cargo`s sites across the US.
United Cargo is just one example of EDS`s delivery strategy which offers clients the flexibility of receiving CRM and other IT services from more than 25 low-cost solution centres in 12 countries including Mexico, Brazil, Ireland, Australia, New Zealand, SA and India. Best Shore also provides efficient follow-the-sun capabilities that significantly decrease the time it takes to develop and deploy CRM services.
"We seek to be the trusted advisor and solution provider that delivers real business value to our clients," says Gorsage. "EDS also differentiates itself in this space by offering an industry-unique approach to CRM-focused solutions, supported by significant investment in people, process and infrastructure."
The EDS CRM practice is investing in people, both in terms of recruiting new talent and in terms of providing additional training for its current team. EDS will continue to invest in infrastructure, particularly contact centres with a five-year, $100 million commitment to deliver the right fit of technology, people and processes to clients.
For more information on EDS`s CRM services, case studies and an excerpt from the study entitled Worldwide CRM Services Competitive Analysis 2003: Profiles of Leadership and Innovators, visit www.eds.com/idc_crmleader.
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EDS, the world`s most experienced outsourcing services company, delivers superior returns to clients through its cost-effective, high-value services model. EDS`s core portfolio comprises information technology and business process outsourcing services, as well as information technology transformation services. EDS`s two complementary, subsidiary businesses are AT Kearney, one of the world`s leading high-value management consultancies, and UGS PLM Solutions, a leader in product data management, collaboration and product design software. With 2002 revenue of $21.5 billion, EDS is ranked 80th on the Fortune 500. The company`s stock is traded on the New York (NYSE: EDS) and London stock exchanges. Learn more at http://www.eds.com/.