Lower Your TCO by Moving Your Customer Support Operations to the Cloud
 
Moving sales force management software to the cloud has proven cost effective and transformational for thousands of companies. The next wave of migrations is now happening in the customer support function – and with good reason.
Gartner analyst Michael Maoz indicates "By 2013, at least 75% of customer service centers will use some form of SaaS application as part of the contact center solution." (Gartner Magic Quadrant for CRM Customer Service Contact Centers, Michael Maoz, April 15, 2011).
Why are companies making the change?
- Lower TCO, as the enterprise no longer has to pay for servers and legacy software maintenance.
- Flexibility to quickly and easily add users or shift the support volume among geographies and business divisions.
- Improve support by leveraging functionality not available in legacy applications. Organizations using cloud-based support achieve higher agent productivity rates, higher first contact resolution rates, and increased customer satisfaction and retention.
- Reduce risk as the cloud-based customer support options are well-tested, with thousands of implementations.
- Simplified implementations and customizations using system integrators experienced in customer support processes.
Straightforward Transitions
 When transitioning to the Cloud, there are many choices to make related to the cloud-based customer support ecosystem. PRS Consulting Services uses a holistic approach for your transition in order to minimize project risk and maximize the value of the solution. Our Service Cloud Transition Accelerator provides frameworks and tools to simplify your adoption.
Our approach incorporates three primary elements for ensuring a smooth transition to cloud-based customer support operations:
- Cloud Transition Blueprint service begins with mapping out the business, IT and functional priorities and delivers a full transition plan inclusive of the business case and implementation blueprint.
- Cloud Transition service provides the implementation to the cloud, including system integration, data cleansing/mapping/migration, optimization, incorporation of any required customizations and all aspects of testing.
- Cloud Support service provides the ongoing maintenance and SLA-based support for your cloud-enabled customer support operations in order to ensure your solution remains high value and allowing your staff to focus on strategic business requirements.
PRS Consulting Services – Your Customer Support Partner
PRS Consulting Services's established, multidimensional partnerships with Salesforce.com and Oracle CRM On Demand help ensure your smooth transition to a new environment.
PRS Consulting Services has implemented and managed customer support solutions in High Tech, Manufacturing and other industries. We will work with you to ensure your customer support cloud environment supports your scalability, performance, security and governance requirements and that you are delighted with the new infrastructure.
Contact us to learn more about how PRS Consulting Services can help ensure the smooth transition of your customer support applications to the cloud today.
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