CRM-Considerations-300x300-T.pngShared Services have a tremendous opportunity to deliver efficiency and effectiveness improvements. Previous shared service models such as outsourcing allowed multiple organizations to utilize common services provided by a single organization. Now, a new generation of cloud-based contact center technologies such as CRM and enterprise communications are enabling a new generation of shared services.

Eventus contact center consulting experts have worked with multiple Fortune 500 class organizations on global shared service deployments of cloud-based CRM platforms. Based on our experience with these projects, we have created a whitepaper summarizing five key factors to consider before embarking on a modern CRM shared services initiative. These factors include:

  • CRM shared service objectives
  • Business structure considerations
  • System architecture considerations
  • Governance considerations
  • Implementation considerations
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