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New industries to open up for CRM outsourcing in 2011

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12 October 2010 | Published by Ovum

Press release

New industries to open up for CRM outsourcing in 2011

Healthcare, government and utilities will emerge as the industries with the strongest growth for the CRM outsourcing market in 2011, according to Ovum.

In a new report*, the independent technology analyst claims it is these industries that will grow at the fastest rate for CRM outsourcers over the next 12 to 15 months.

Peter Ryan, author of the report and an Ovum lead analyst, said: “Healthcare, government and utilities are the industries most likely to grow their CRM outsourcing footprints in 2011. In fact their growth rate will be well in excess of the overall industry rate for the next few years.”

In the US, Ryan believes that the growth in healthcare will be driven by an increase in calls from members of the public keen to find out how President Obama’s reforms will affect them. He also believes that the burgeoning US Hispanic market, which is currently underserved with healthcare services, represents a significant opportunity for CRM outsourcers.

He said: “CRM outsourcers that can provide bi-lingual agents stand to prosper as they will be an attractive proposition to stretched agencies looking for a CRM partner.”

Ryan believes use of CRM outsourcing services will increase at all levels of government in 2011. He said: “This will be driven by the need to reduce operating costs in the face of an increase in the number of calls from the public seeking advice on schemes such as unemployment benefits. At a time of economic uncertainty, we believe that government decision makers will view outsourcing overhead heavy contact centres as a wise move.”

Meanwhile the utilities market holds significant promise, according to Ryan’s findings, as most companies are using antiquated and costly systems which are no longer viable in the face of budgetary constraints.

Ryan added: “With utility firms offering more products than ever, the only way to keep up is through the use of third parties to provide customer-facing services.”

-ENDS—

NOTES TO EDITORS

*Trends to Watch 2011 – CRM outsourcing

To arrange an interview or for further details regarding this release please contact Kelly Livesey in the Ovum press office on +44 0161 238 4081, or email klivesey@datamonitor.com

ABOUT OVUM

Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organisations must support. Ovum is part of the Datamonitor group.

- Ends -

Notes to editors
Further Information

More information is available from the Datamonitor Group Media Team. Please contact +44 1483 825 664 or kirstin.stocker@informa.com.

About Ovum

Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organisations must support.

About Datamonitor

Datamonitor is a leading provider of online database and analysis services for key industry sectors. We help our clients, 5000 of the world's leading companies, to address complex strategic issues. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive, Consumer Packaged Goods, Energy, Financial Services, Pharmaceuticals and Healthcare, Technology, Transport and Logistics.