IDC Customer Spotlight: Streamlining CRM Operations with Scalable Business Process Management Software

Telerx sought out new customer relationship management (CRM) and business process management (BPM) software capabilities to improve its existing legacy point solution. As Telerx encountered more business opportunities, "it became very evident that we needed to change how we did things," says Ted Sak, senior director, solutions, systems, administration. Telerx had historically relied companywide on a point solution that had been built for a single client with a single business need. The application had no flexibility in its design, making it difficult for Telerx to cost effectively ramp up services for new clients in a timely manner. As a growing company with a diverse clientele, Telerx needed a technology foundation that would enable it to scale efficiently and provide its clients with custom-tailored services.