Customer Relationship Management

CUSTOMER RELATIONSHIP MANAGEMENT

Customer experience is critical to organizational success and in a complex world, organizations are faced with the challenges of delivering quality customer service while providing an efficient, consistent and relevant experience across multiple access channels (social, digital, direct, mobile and call centers).

General Dynamics Information Technology provides next generation CRM solutions across multiple channels. We work closely with our clients to introduce appropriate innovations in service delivery and achieve effective contact channel migration, including web-enablement and progression to self-service.

Our company’s broad technical implementation and project management expertise combined with our experience working with multiple platforms, databases and software products, delivers effective CRM solutions that support quality, multi-channel customer interaction. Examples include; Microsoft Dynamics, SAP (Portal, CRM, Business Warehouse, XI) and Oracle/Siebel (Database, CRM and related applications).

Delivering award winning citizen-centric services

General Dynamics Information Technology currently operates 50 customer service centers worldwide and handles nearly 500 million customer interactions annually. Our CRM systems development and operations expertise provide innovative “clustering” solutions, whereby we successfully manage a shared CRM platform and operations framework for nine public sector organizations. For this specific environment, we developed General Dynamics Information Technology’s proprietary One Touch Gov, a customized workflow and case management solution that received the Adobe Global award for “Best Public Sector Project”.