Providing 24x7 CRM system maintenance for a consumer market research firm

Information Resources, Inc. (IRI) is a market research firm that serves the consumer packaged goods industry. The company's service and sales teams rely on Siebel and PeopleSoft CRM systems daily to track leads from the sales pipeline through to order status.

IRI turned to MicroTech to outsource the maintenance of its customer relationship management applications. MicroTech worked closely with the client to analyze the company's existing implementation and maintenance processes as well as system and support staff requirements. Following a knowledge transfer phase and development of an online knowledge repository for sharing information, MicroTech began providing ongoing 24 x 7 system maintenance through teams working onsite at the client location in the U.S. and in MicroTech's development center in Bagalore, India.

Outsourcing maintenance services to MicroTech has enabled the client to realize significant cost savings while allowing its in-house resources to focus on new product development.