Customer Centrics: Digitising the customer experience

Customer Centrics: Digitising the customer experience

Consultancy partners with GMC Software to digitise customer engagement

Customer Centrics founders Will Belford and Sean Sim

Customer Centrics founders Will Belford and Sean Sim

Sydney-based customer communications management consultancy, Customer Centrics (CC), has partnered with GMC Software to expand offering for companies looking to digitise customer engagement.

The company’s co-founder and managing director, Sean Sim, said despite being incorporated in 2015, the company had maturity in the customer engagement market and the new offering would add more weight to its portfolio.

“We recognised that there was a reasonably sized gap in the services space in the Australian market that related to the way organisations communicate with customers from a non-verbal content perspective.

“Whilst the market is quite mature in terms of the use of technology, in many instances companies have never really taken the time to examine the opportunities which could be created by simplifying the way they communicate with their customer base," he said.

The company had initial success in the financial services and insurance sectors but Sim said it also achieved traction in health insurance and is involved in a project for the Federal Government in conjunction with HPE.

“Partnering with GMC was a no-brainer. It meant we were able to combine a best in class technology with best practice for development of communication to provide our target organisations with a measurable outcome.”

As a result of the partnership, current and future users of GMC’s Inspire software will be offered consultancy services from Customer Centrics to maximise investment in the vendor’s Customer Communications Management (CCM) system.

GMC Inspire is GMC Software’s flagship solution, a customer communications management system that enables the creation, management and delivery of personalised omni-channel communications.

GMC Software general manager A/NZ, Nick Dempsey, said the relationship with Customer Centrics allowed the vendor to leverage the expertise of the consultancy and would drive business for both parties.

“We know this space pretty well, we have 23 customers in the region and approximately 75 per cent of those are handled through our partners. We are looking for partners who can add additional value to traditional CCM and certainly Customer Centrics has that capability,” he added.

Upon working on an existing GMC Inspire customer’s template library, Customer Centrics will transfer these documents to the GMC Software team for allocation into the platform.

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Tags GMC Software TechnologySean SimNick DempseyCustomer Centrics

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