Outsourced Support Services Platform Offers Significant Cost-Savings in Retained Model

BOSTON--Extraprise®, the B2B database marketing services and CRM systems integration provider, today announced that it has introduced its CRM Support Center, an outsourced support services platform that enables clients to cost-effectively tackle critical support and development issues onshore. The Extraprise CRM Support Center platform is the first high-level onshore support center manned by Siebel experts.

“Ultimately, the Extraprise CRM Support Center platform will make significant cost savings a reality by bundling support and development services together in a retained model rather than engaging consultants, hiring full-time staff, or relying on vendor support,” said Ken Marshall, Extraprise CEO. “Extraprise developed the CRM Support Center to finally provide companies an alternative to what has traditionally been an expensive and hard to navigate process found with off-shore or vendor support models.”

The Support Center’s flexible model gives companies access to expert, senior-level resources from across Extraprise disciplines capable of addressing critical support issues as well managing development projects. There are no third parties involved and no phone calls are routed oversees. Rather, clients are given a single point of contact at the Support Center to handle their requests.

“The Extraprise support model surpasses the level of service companies typically receive from a help-desk. In addition, our onshore capability allows clients to more easily tap our expert team who can move beyond fixing bugs to actual implementation of upgrades and customization,” added Marshall.

The Extraprise CRM Support Center offers the following benefits:

• Simple, retainer-based contract
• Cost savings more than 50% off industry standard Technical Account Manager services
• Streamlined requests via a single point of contact
• Capabilities ranging from enhancements and upgrades to bug fixes and platform support
• 100% onshore, with no third parties involved and no phone calls routed overseas
• Experienced and certified senior resources on the Siebel platform

Service Overview

The Extraprise CRM Support Center offering is much more comprehensive than a traditional CRM Helpdesk or one-off consulting engagement because clients have access to a consistent, dedicated, and knowledgeable support staff capable of handling a full range of support and development requests. Extraprise offers support levels ranging from our Silver offering for part-time support up to the Platinum level, which includes full-time resource benefits, on-site presence, and proactive and ongoing development support.

The Extraprise CRM Support Center offers significant cost-savings by bundling the following services together in a retained model rather than engaging consultants or hiring full-time staff. Extraprise has simplified the support model by enabling clients to outsource ongoing application platform support including:

• 100% Onshore Administration 24/7
• Application and Repository Fixes
• Bug Fix
• Configuration Support
• Customization Fixes
• Documentation Fixes
• Enhancements
• Integration Support
• Patch Management
• Proactive Monitoring
• Process Improvement
• Regulatory Updates
• Report Development
• Security Administration
• Expert, Senior-level Support Specialists (spanning all Siebel Product Lines)
• Development, Integration, and Upgrade Capabilities

About Extraprise

Extraprise® is a world-class CRM services organization that combines flexibility and responsiveness with first-rate execution and a contractual guarantee of success. The company is a leading provider of CRM implementation and support services that specializes in Siebel Business Analytics services. Extraprise has been a Siebel partner for nearly ten years and has successfully completed more than 500 Siebel engagements. Extraprise is the first company to combine database marketing and CRM capabilities under one roof, enabling them to design systems, analyze data, execute marketing programs, and leverage customer information throughout the enterprise. For more information about Extraprise services, please visit www.extraprise.com.