Customer Relationship Management
Pearson Government Solutions' Customer Relationship Management (CRM)
solutions fundamentally transform and modernize customer
interactions to provide high-quality performance with superior
customer satisfaction. We do this by integrating customer
touch-points to ensure that they receive timely, accurate, and
consistent information via multiple communication channels -
telephone, e-mail, postal mail, fax, and the Web.
With our knowledge of the latest technology and project management
practices, we partners with our customers to
deliver
responsive, accurate, and reliable domain knowledge and expert
technical support. Our CRM solutions are proven to be the most
efficient way to deliver services and benefits at the lowest cost.
We're leading the way in using information assurance technologies to
provide security and privacy protection for E-Government service
delivery.
Features of our CRM solutions include:
- Technologies to support multi-channel delivery of
contacts to customer service representatives (e.g. voice, web chat,
etc.)
- Self-service technologies including speech-enabled
IVR and web portals
- Knowledge management systems for IVR- and Web-based
customer self-service
- Image-based correspondence processing and workflow
systems
- Multi-language support
- Services for the hearing-impaired and others with
special accessibility needs
- Section 508 compliance
- Large-scale print fulfillment (static and
print-on-demand publications)
Our technical portfolio is comprised of Siebel, SAP Oracle, RightNow Technologies, and custom CRM development services.
