The absence of support program greatly restricts access to technical assistance and challenges with upgrading, updating and implementing new software releases. So create a more powerful CX environment with the ASAP [Annual Support & Advocacy Program] tailored to maintain and maximize the performance of all your complex CRM for a world class customer service

1. Are you capitalizing on the full potential of
your CX Cloud?
Upgrade to Best Practices,
Not Just Your Budgets
The absence of
support program
greatly restricts
access to
technical
assistance
The absence of
support program
create challenges
with upgrading,
updating and
implementing
new software
releases
Create a more powerful
CX/CRM environment with
the Support Program for a
world class customer service

2. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Why Support Program?
•Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of
your customer experience strategies.
•You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally
important. Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are
successful.
•Software support becomes an important and immediate requirement post every successful implementation program.
•CRMIT’ ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for CX Cloud
Service
customers to ensure the long-term support and operation of critical computing environments.
•The program includes, remote technical support, remote configuration & installation assistance, fixes, special software
patches
and minor/ major updates.
•The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating and
implementing new software releases.

3. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
CRMIT’s ITIL based Support Framework

4. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Annual Support & Advocacy Program
• Includes post implementation support & annual CRM / CX Health
Check
• Email support for S1 & S2 support requests
• Periodic documented feedback / assessment on user adoption
rates, technical configurations, integration and upgrades
• Access to online support tools, SPOC, CX / domain experts and key
Oracle product & engineering teams.
• Flexible support plans to suit onsite, offshore and multi-shore
delivery model
• Discounts to training programs
• Extended configuration, customization and report generation support
from an integrated R&D and validation services team with expertise
including FMW, J2EE, .NET, PHP, mySQL, etc

5. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Plans
asap - Bronze asap - Silver asap - Gold
Recommended for user base of upto 100 101 - 200 200+
Total Support (in hours) 100 150 250+
Target Response Time (in hours) [High – Medium – Low] [4 – 8 – 12] [3 – 6 – 10] [2 – 4 – 8]
Remote Support (Email / Web tools) Yes Yes Yes
Access to Web Support Knowledge Base & Technical Bulletins Yes Yes Yes
Access to SPOC including CX / domain expertise No Yes Yes
Annual CRM / CX Health Check Program No Yes Yes
Discounts on training programs No No Yes
Periodic review of technical configurations, integration and
upgrades
No No Yes
Support Delivery Model Offshore Offshore Hybrid

6. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Extended Support Services
• Professional Services
• Training & user adoption
• Analytics & Reports
• CRM/CX HealthCheck
• Data Validation
• Implementation Services
• CP Migration
• Telephony Integration
• Social Integration
• Testing/Validation

7. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Why customers chose CRMIT
End to end expertise on Oracle
Customer Experience solutions.
Participate in evangelization,
roadmaps, product feedback,
issues identification & Integration
specialization.
013
ISO 270001 REGISTERED
200,000+ users
250+ customers
22+ countries
3000+ app users
23,000+ hrs training
1000+ man-years of
deployment
Self Service
Platform
Social
Integration
Email
Integration
Telephony
Integration
Mobile
Integration
Oracle Sales Cloud
Education & Research
Financial Services
Oracle Validated Integration
Computer Telephony
Largest Cloud
CRM Deployment
3 apps on Oracle Market Place
Authored Book on CRMOD
Configure
Price Quote
Marketing Cloud
Sales Cloud
Service Cloud
Social Cloud
Policy Automation

8. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Our Cloud Offerings
Cloud based Customer Experience (CX) Solutions
Portfolio
`
RightNowRightNow Email
Workbench
Email
Workbench
Social CRMSocial CRM
ATGATG
Mobile CRMMobile CRM
CRM On DemandCRM On Demand
Sales & Marketing Services Applications
SSPSSP
Cloud IntegrationCloud Integration
Service
Offerings
CX/CRM ConsultingCX/CRM Consulting
Health Check & Wellness
Plans
Health Check & Wellness
Plans
CTICTISales CloudSales Cloud
EloquaEloqua
SRMSRM
Managed MarketingManaged Marketing Data Management & Business AnalyticsData Management & Business Analytics
Independent Testing &
Validation
Independent Testing &
ValidationUser Adoption TrainingUser Adoption Training
CPQCPQ

9. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
CX Extensions
Oracle®
CRM On Demand / Oracle®
Sales Cloud
Framework
Email
Workbench
Social
CRM
Computer Telephony
Integration
Self Service
Portal
Mobile
CRM
Enabling rapid deployment and enhanced customer experience
3500+ users in sales, marketing,
service & support organizations
Oracle®
Cloud Private Cloud @Customer
Quote
Management

10. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Partial list of customers
Industrial Mfg /
Oil & Gas
Financial Services
& Insurance
Life Sciences &
Healthcare
Telco / Media /
High Technology
Engineering/
Retail & FMCG
Travel &
Transportation
Education &
Public Sector

11. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
What do our customers say
Thanks for your super support and
very hard work. These were
executed professionally and I
think we got the balance right,
judging by the feedback and also
from my observations.
Saty Joshi,
Interactive Marketing & CRM Marketing Excellence
3M
…CRM IT has demonstrated the
skills and abilities to met or exceed
all of our business expectations…….
Throughout the process & requirements gathering workshops and the subsequent week of
determining solutions, completing activities etc, they have both been very approachable.
Their knowledge of CRMoD and their willingness to offer proactive, practical alternative
solutions wherever possible has made it a pleasure to work with them.
David Atkinson, Functional Analyst, Suncorp Group Limited
James T Lane
Vice President - Sales Reporting
United Health Group

12. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Enabling Excellence
Best Customer Relationship
Management Program Award
Best SaaS-Based Program Award
National
Award
for
E-
governance
2007-08 2012 Winner
2014

13. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Global Spread
Deployment base spread over 25+ countriesSales & Support
Offices

14. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
+91 (80) 4292 5555
Reach us
Americas
1525 McCarthy Blvd
Suite 1000,Milpitas, CA 95035
USA
3379 Peachtree Road NE
(Buckhead), Suite 555, Atlanta, GA
USA
Australia & N Zealand
Suite 19, 103 George Street
Parramatta, NSW 2150
Australia
Japan
2-21-7-703 Kiba,
Koto- Ku,
Tokyo 135-0042,
Japan
Malaysia
B-5-8 Plaza
Mont Kiara 50480
Kuala Lumpur,
Malaysia
+603 2726 2759+81 3 5809 8444
+1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550
Middle East
# 14, CRMIT Towers, BTM
Layout 1st Stage, 100 Ft
Ring Road, Bangalore
560068. India
Salahuddin Ayubi Road ,
Riyadh,
Kingdom of Saudi Arabia
EMEA
Talbot House, 204-226,
Imperial Drive, Rayners Lane,
Harrow HA2 7HH
London
+ 44 20 8872 4127
Rest of Asia
Deployment base spread over 25+ countries

15. Annual Support & Advocacy Program
© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Thank you
sales@crmit.com