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Optimizing Customer Relationship Management in E-Procurement: Strategies and Performance Insights

Explore the essential strategies for effective Customer Relationship Management (CRM) within the Public Procurement Division. Led by Gianluca Ialongo, CRM Manager at Consip SpA, this overview focuses on enhancing end-user support through various channels such as email, phone, and web self-care. With a structured approach that includes detailed performance metrics, including call waiting times and service-level agreements (SLAs), this resource highlights the importance of CRM in managing technical support and ensuring high-quality service delivery.

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Optimizing Customer Relationship Management in E-Procurement: Strategies and Performance Insights

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  1. CRM Customer Relationship Management for e-proc: End-User Support Gianluca Ialongo CRM Manager – Consip SpA – Public Procurement Division

  2. CRM Structure Letters Meetings Web Self care E-mail Phone eProc Portal Oracle CRM II Back Office Consip Front Office I Back Office 72 persons 36 FTE Account/Category Technical support legal

  3. CRM Who Works in the CRM - Tasks • Public Procurement Division • Marketing • Information Systems Division • DWH and User Support • Public Procurement Division • Marketing • Public Procurement Division • Information Systems Division

  4. CRM Numbers*: Typology of Calls and SLA Percentage of missed calls<= 4% Call waiting time management>=93% in 20" "Waiting time for multichannel contact (no phone)" >=96% in less than 4h others in less than 1d" % missed calls1,4% 1 call solution 91,4% Average monthly requests 2014 SR33.259 II liv Consip 1.021 3,1% II liv Tech 950 2,9% * May2014 data

  5. CRM Trend

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