Oslo: DNV’s business support system ConCert has won the Gartner & 1to1 Media Customer Relationship Management (CRM) Excellence award in the Enterprise-wide category.
ConCert enables DNV to put the customer in focus and ensure a high standard of certification services across its global customer base. The application includes approximately 2,500 communication templates (most in local language) and 400 reports to allow better analysis and understanding of DNV customers’ needs.
ConCert is an enterprise-wide application of Oracle’s Siebel, created and implemented in partnership with Infosys Limited and DNV Software. Since the development of the enterprise-wide CRM programme started in 2005, the system has been rolled out to support DNV’s Business Assurance services across 42 countries and with support for over 25 languages, including 17 local language portals.
Unified business processes
The implementation of ConCert has focussed on creating a common platform enabling unified, global business processes which could be swiftly rolled-out by all business units around the world and monitored from a central point. An additional benefit of the CRM platform is that it enables DNV to more readily comply with regulations by providing easy access to information for auditing purposes.
“This is the first international CRM programme which we’ve implemented at DNV and it was imperative that we got it right. We have focussed on implementing a global process while retaining flexibility to allow for regional and process variations. It has involved a lot of hard and challenging work by DNV and our partners, but now we see the effort paying off. DNV Business Assurance saw an all-time-high in number of certificates handled and financial result in 2009, and ConCert has played an important role in obtaining this,” said Henrik O. Madsen, CEO in DNV.
“It is great to see one of our customers getting industry recognition for such a leading project,” said Ravi Kumar S, VP and Global Head - Oracle Practice, Enterprise Solutions, Infosys Technologies
The award was presented to DNV’s Concert Director, Patrick Adamcik at the Gartner Customer Relationship Management Summit 2010 in London that took place 16 – 17 March.