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IT Service Management

To be competitive, virtual all organizations in ever sector rely on their IT infrastructure to provide services to their customers. An organizations competitive edge can sometimes rely upon how quickly a technologic problem is resolved. Downtime of IT systems can cost organizations an extensive loss in revenue and by aligning business with IT objectives a organization can maximize their revenue generating potential.

ITBM Solutions provide IT Service Management solutions with products that are inherently ITIL
(IT Infrastructure Library) compliant. ITIL is a process-based approach to IT service management that focuses on the effective integration of People, Process and Technology to deliver optimized service quality. ITIL has become one of the most comprehensive and widely-adopted IT process management frameworks. ITBM Solutions is an active promoter of this standard in Asia.

 

Customer Service Support

In today's aggressive market, customer retention is of utmost importance. Competition is fierce and the competitors of your business will be more than happy to oblige your unsatisfied customers needs. Companies who devote more time to satisfying their existing customer base tend to find it much easier to gain new business through developing existing relationships.

ITBM solutions offer the ability to increase the efficiency of the external customer support centre operation, ensuring call logging and tracking for every call and elevating customer service delivery to ensure that your existing customer base is satisfied with the level of service you are providing.

Telemarketing & Collections

ITBM Solutions utilizes its industry experience to bring superior customer care and sales performance through defining a solution that can assist you to meet and exceed your telemarketing campaigns defined goals. With products that have over 30 years of experience providing services to financial organizations including mortgage banking, credit cards and insurance and the knowledge on how to utilize these products to their full potential, ITBM Solutions as a unique perspective on addressing many key business issues such as regulatory compliance, increasing closure rates, optimizing sales professions and increasing campaign penetration and saturation rates.
 

Financial Services

Financial services firms are dealing with customer churn, as they compete for customers in an environment of low switching costs. The rapid consolidation of banks is causing consumers to constantly rethink their choices, since they view financial products as commodities. Since many products are sold through independent agents and brokers, financial firms must compete for mindshare across their distribution channels, while educating agents on product advantages. These firms are constantly looking for new ways to add additional value through unique information and services.

Most financial services firms would like their brokers and dealers to be more productive in their ability to sell the company's products. Financial services firms must win the mindshare of their brokers versus their competitors while simultaneously avoiding channel conflicts.

Insurance

  

Consumers today are less loyal, more insecure, and more involved in the management of their own financial lives. It's difficult for companies to differentiate commoditized financial products for these consumers. Support costs are high at many financial services firms, as humans have to handle routine transactions.

A customer self-service portal enables financial services organizations to:

  • Cross-sell other financial products, and those of partners, to existing customers.
  • Personalize delivery based on a customer's gender, age, risk tolerance, location, etc.
  • Drive customers to lower cost channel - the self-service Web site.
  • Allow customers to check balances, transfer money, pay bills, apply for insurance or loans, and check status.
 
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