Reuters has opened its first global customer relationship management centre (CRMC) in London as part of a £300 million business transformation programme.
The centre is one of the first steps in the business transformation programme which aims to migrate Reuters to an Internet business model supported by Web-enabled internal systems and processes.
Located in Reuters Technical Centre in Docklands, the London CRMC will provide a combination of tele-sales, account management and services, as well as product support. By the end of the year, Reuters expects that 80 per cent of its UK and Ireland customer base will be entirely managed by the London CRMC. Currently, the centre receives about 20,000 inbound calls per month and supports 40,000 users. The sales and account management teams make over 10,000 calls per month.
The company also plans to expand its existing tele-support centres in Chicago and Geneva into larger and fully comprehensive global CRMCs, and open a fourth centre in Sydney.
The four centres will be fully integrated with Reuters local businesses as well as central groups, providing a vital link between staff in sales, account management, marketing and product development, as well as business administration. The centres will use Siebel’s CRM Systems to manage 24/7 customer interaction and services to Reuters clients.
Julie Holland, managing director Reuters UK and Ireland, says: "This multi-million pound project is a clear demonstration of our commitment to provide great service for all our customers. The CRMC’s technology will also enable us to widen cost-effectively our client base."