PwC to set up centre of excellence for Oracle CRM

One of the 'big five' consulting firms, PricewaterhouseCoopers (PwC), plans to set up a centre of excellence for the customer relationship management, or CRM, suite of products from Oracle Corporation. The CRM package will assist companies develop and maintain better relationships with customers.

The centre of excellence will be located at PwC's technology centre at Salt Lake, Calcutta. The consulting firm will bring in its skills and expertise in process improvement for marketing and customer management.

The centre will be accessible to all PwC offices in the country. This will help them develop and process templates for industries like services, telecom, financial services, consumer and industrial goods that use Oracle's CRM suite.

Oracle's CRM suite comprises modules in marketing, sales, service and customer care automation. It can be integrated with Oracle's ERP, or enterprise resources planning, package to provide a holistic view of the customer.

This solution can be deployed over internet, mobile applications like the PDA (personal digital assistant), notebooks and palmtops and at call centres to handle tele-marketing, teleservice and customer care.

Joydeep Dutta-Gupta, executive director, PwC, says, "many of our clients are aware of the need for developing CRM and the benefits of value addition to their businesses. Most managers face a dilemma while evaluating ways to enhance customer relationships in their environment. Our Oracle CRM centre will fulfil this need by developing templates that will enable clients to review best practices".

Shekhar Dasgupta, country manager, Oracle, says, "Oracle helps customers create a customer-centric enterprise, integrate business information to promote shared businesses and enable profitable customer relationship management."

(For more about customer relationship management see article 'customer is king').