The Contact Center
and CRM Experts
Why DCS?
Since 1990, DCS has assisted dozens of companies with their contact center operations, inside sales, customer care and direct response marketing projects. DCS brings the talent, experience and resources required for success. The DCS consulting team is comprised of true subject matter experts, each one with executive experience and no less than ten years tenure.
From strategic planning to vendor selection; from contact center design to telemarketing campaign development; from operations audits to customized training, the DCS team can design, implement and manage your project and maximize your results.
Darlene Geller-Stoff
Founder & President, DCS
President, SOCAP Georgia
Past President, ATA Southeast Chapter
Member CCNG
Member CRMA
Contact us today to find out how Direct Communication Specialists can help your organization maximize operational performance, reduce cost and delight your customers.
CRM Consulting Services
Direct Communication Specialists LLC can help your company successfully navigate the confusing maze of CRM solutions, technologies and vendors.
Recent research indicates that between 50% and 70% of all CRM implementations are considered failures. A primary factor in these failures is that often, CRM is viewed as simply a plug-in product or only as a technology solution. In reality, a CRM culture seamlessly blends people, processes and technology to accomplish customer acquisition, growth and retention (AGR) objectives. At the core of this strategy must be an inherent company philosophy that should be evident in all contact with customers and prospects. CRM by definition is a move towards a more “customer-centric” way of conducting business.
If your company has already deployed CRM tools, DCS offers a full suite of audit and due diligence services to provide you with a candid snapshot of the current state of Customer Relationship Management within your organization.
DCS can provide you with the expertise needed to develop an effective CRM strategy, create a realistic implementation plan, evaluate potential technologies and vendors and successfully manage the execution of the project. All DCS CRM Support Services can be customized to meet the unique needs of your company. DCS offers Support Services that include:
CRM Strategy and Review
DCS will explore your company’s business practices and objectives to determine:
- How customer acquisition, growth and retention (AGR) practices are intended to be accomplished compared with how they are actually being done
- Whether current practices are indeed customer-centric (outside-in) or are actually being driven by internal concerns (inside-out)
- Overall effectiveness of the people, processes and technology currently in place
- Potential value of current customer base and additional profitability potential
- Overall effectiveness of sales and marketing practices
- The consistency of the message customers and prospects receive about your company
- Management’s goals specific to a CRM implementation
DCS will develop a comprehensive CRM strategy or make recommendations regarding modifications to your existing strategy to ensure the accomplishment of your company’s CRM objectives. Once the strategy is completed, DCS will provide the project management resources required for a successful implementation of CRM people, processes and technology throughout your organization. Our CRM experts will prepare the project plans and documents and will identify the critical success factors and other key benchmarks for each project phase. DCS can oversee all aspects of the deployment to ensure the successful coordination of all CRM components.
Project Management Services
- Company-wide coordination of CRM deployment
- Development and facilitation of change management requirements
- Technology reviews and recommendations
- Implementation planning and scheduling
- Tactical on-site project support