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WNS and Exchange Solutions combine on CRM system

28 May 2008  |  2037 views  |  0 Source: WNS

WNS (Holdings) Limited (NYSE: WNS), a leading provider of global business process outsourcing (BPO) services, today announced a strategic partnership with Exchange Solutions (ESI), which creates and hosts interactive sales and marketing solutions designed to allow businesses to engage consumers earlier in their decision-making process to increase share of wallet.

Toronto-based ESI has developed a web-based marketing platform that allows businesses to connect directly with customers to offer additional products and services. One feature of the ESI platform includes a real-time, decision-making platform that allows a company's customers to see how they can get more value by consolidating more of their business with the company. With deep domain knowledge in several industries, such as financial services and travel, WNS will provide customer contact, fulfillment support and other services through its global delivery model.

As an example, retail bank customers reviewing loan interest rates on a bank's website would receive an invitation for a phone call or instant message conversation to learn how interest rates could improve if they expand their relationship with the bank by opening additional accounts or registering for credit cards. A large U.S. retail bank is using ESI's platform for price quotes, new account openings and servicing interactions between customers and bankers, and has increased balances generated in each of these interactions by more than 100%, or $4,000. Profitability per interaction has increased more than 90%. The partnership with WNS will allow client banks to more quickly drive sales from channels outside of traditional bank branches, such as the web, as well as improve customer follow-up and fulfillment. Travel industry customers purchasing flights could be offered savings on additional purchases such as hotels or dinners and recreation packages.

"Sales and marketing functions typically work in silos by product or service without any opportunity for companies to benefit from innovative customer relationship management techniques that drive sales and improve the consumer experience," said Arijit Sengupta, Executive Vice President, WNS. "By combining our strengths, WNS and ESI are developing innovative, turnkey solutions designed to improve buyer-seller collaborations that result in increased customer acquisition and enhanced customer profitability. With this partnership, we intend to usher in a new wave of collaborative marketing."

"ESI's approach can result in higher sales, increased cross-selling, and revenue from each customer touch point, while providing customers with a more compelling value proposition tied to their specific needs," said Carl Erickson, General Manager Retail Banking, ESI. "We look forward to partnering with WNS to scale our operations and penetrate key markets."

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