GMT Unveils SureServices™ Customer Lifecycle Management Program
Integrated suite of services designed to ensure implementation success, maximize return-on-investment throughout deployment lifecycle
LAS VEGAS, NV - BAI Retail Delivery Expo -- (November 13, 2007) - GMT Corp., an industry leader in enterprise workforce management and currency supply chain solutions, today announced the introduction of its SureServices™ customer lifecycle management program, an integrated set of implementation, education, support and consulting offerings designed to maximize the return-on-investment of GMT Planet, the company’s flagship product. GMT SureServices provides customers with assured lifecycle success throughout all phases of their workforce optimization initiative—from needs discovery, implementation and training to upgrades, customer support and consulting services.
Developed to address the most common and problematic implementation grievances—such as poor project planning and governance, time and cost overruns, overly complex pricing structures and lack of ongoing vendor commitment—SureServices delivers on the promise of workforce optimization. The suite of service offerings was developed to enable customers to rapidly realize the benefits of an initial investment in GMT Planet and empower effective on-going use as the business changes and grows. In addition to an industry-leading project management methodology to support on-time delivery, SureServices includes change management and process integration services to drive enthusiastic end user adoption. Post-implementation, SureServices offers customers unlimited, anytime access to GMT’s Solution Centers, staffed by dedicated teams of product and support specialists.
SureServices comprises three phases, aligned to the needs of customers at different stages of the deployment:
- SureStart is an integrated project management, implementation, change management and training program package designed to quickly launch GMT Planet, drive adoption and accelerate time-to-value.
- SureCare provides ongoing, post-implementation product and process support with services ranging from unlimited support calls to GMT’s 24/7 Solution Centers for a full range of support services, including software upgrades and content expert mentorship.
- SurePerform is a continuous performance optimization program designed to evaluate current operating performance and identify improvement opportunities enabling customers to sustain and increase the value from their workforce optimization investment.
SureServices supports a rapid return on investment through a structured value-realization roadmap—typically within six months. To further demonstrate its total lifecycle commitment to customers, GMT has also linked the payment of its services to the fulfillment of specific program milestones and value criteria.
"It’s an unfortunate fact that many enterprise workforce optimization implementations become an unexpected burden for the customer as the benefits expected during the initial stages of deployment are often replaced by finger-pointing among contractors and unforeseen costs and delays,” said Paul Stockford, chief analyst of Saddletree Research, a leading analyst firm focused on emerging workforce optimization and CRM strategies. “We believe all buyers—particularly those in the risk-averse and no-excuses financial industry—will be very interested in a bundled, guaranteed professional services offering such as GMT's SureServices."
George Glinsky, GMT’s vice president of professional services, explained: “Our team of passionate, experienced professionals is at the heart of the SureServices program. By itself, great software does not automatically translate into project success; it must be complemented by the right skills and knowledge to ensure successful deployment and value realization. Using best practice methodologies and toolkits, we have industrialized the often artful work required to implement a software solution that touches thousands of frontline personnel. SureServices works—we boast one of the highest customer satisfaction and retention rates in the industry.”
GMT SureServices program is now available and open to all new and existing GMT clients.
About GMT Corporation
GMT’s workforce and cash optimisation solutions create competitive advantage by enabling companies to improve customer service and sales, while decreasing their variable expenses. The company’s product line combines precision forecasting and intelligent scheduling with powerful analytics and performance management tools – together delivering a complete solution that is priced to deliver quick return on investment. GMT serves financial services and contact center customers worldwide, including ABN AMRO, Citibank, Eurostar, Ingenico, Nielsen Media, Pizza Hut, SunTrust, UPS, Washington Mutual, Wells Fargo and West Midlands Police. The company is privately held with headquarters in Atlanta, Georgia, and offices in the U.K., Australia, and India. For more information, visit www.gmt.com.
