CRM & service
Connect customer information, workflows, and service operations so teams can build stronger relationships and resolve issues faster.
XCentium helps organizations implement, integrate, and improve customer relationship management (CRM) and customer service platforms. We connect customer and account data with sales workflows, case management, knowledge, self-service, digital channels, automation, AI, commerce, orders, and other enterprise systems so teams can work with more complete customer context.
Connect customer context across sales and service
Customers and accounts rarely fit neatly inside one system. Sales teams need accurate relationship and pipeline information. Service teams need customer history, orders, knowledge, and the right workflow to resolve issues. When that context is fragmented, teams create manual work and customers repeat information the organization already has.
We help align customer data, CRM, service technology, automation, AI, and integrations around the business processes teams use to manage relationships and support customers.
Our CRM & service capabilities
CRM
Give teams a more connected view of customers, accounts, relationships, pipeline, and the work required to serve them through CRM strategy, implementation, automation, integrations, reporting, and optimization.
Customer service
Help service teams resolve issues faster with case management, routing, knowledge, self-service, digital channels, automation, AI, customer context, and operational integrations.
When customer relationships are spread across systems
We help determine what should change across customer data, workflows, automation, integrations, reporting, service operations, and platform configuration so teams can work from a more connected customer context. Organizations often come to us when they are dealing with:
Customer and account data spread across multiple systems
Manual sales and account workflows
Limited CRM adoption or inconsistent data
Service teams without visibility into orders or purchases
Slow case routing and repetitive service tasks
Knowledge that is difficult to find or maintain
Disconnected sales, commerce, service, and customer-data workflows
Reporting that does not reflect how teams operate
Difficulty introducing automation or AI responsibly
Customer context should move with the relationship
Customers do not experience sales, commerce, and service as separate systems. They expect the organization to understand who they are, what they purchased, what happened previously, and what needs to happen next.
We connect customer and account information with the workflows and systems responsible for sales and service so teams can collaborate more effectively without losing context between interactions.
CASE STUDY
Mattel
We partnered with Mattel to implement Salesforce Service Cloud and connect inquiries, order support, returns, and warranty workflows.
Connected service channels
Brought phone, email, and web interactions into one system.
Clearer order visibility
Unified order histories and tools for Mattel’s service agents.
Simpler returns
Enabled return labels, refunds, replacements, and order servicing.
Better service reporting
Added performance tracking to improve visibility into service work.
Related assessments & offers
CRM fit & process review
Align your CRM platform, workflows, and customer processes to improve efficiency and engagement.
AI use case workshop
Identify practical AI opportunities aligned to your business goals, workflows, and operational priorities.
Data readiness assessment
Evaluate the quality, structure, and accessibility of your data to support analytics and AI initiatives.
Frequently asked questions
CRM and customer service capabilities bring together the customer, account, sales, support, knowledge, automation, and workflows organizations use to manage relationships and help customers. The technology can connect with commerce, orders, marketing, customer data, ERP, and other enterprise systems.
XCentium provides CRM strategy and implementation, customer and account data, sales workflows, automation, integrations, reporting, customer service platforms, case management, routing, knowledge, self-service, digital channels, AI-enabled workflows, and ongoing optimization.
CRM is generally focused on customer and account relationships, sales activity, pipeline, and broader customer-facing processes. Customer service technology focuses on inquiries, cases, routing, knowledge, channels, self-service, automation, and resolution workflows. The two often share data and work together.
Yes. Connecting CRM and service with commerce and order management can give teams visibility into purchases, order status, returns, inventory, account relationships, and support history while enabling workflows to move across departments without losing context.
Yes. Automation can support assignments, approvals, notifications, tasks, routing, data updates, case handling, knowledge retrieval, order inquiries, and other repeatable activities. Automation should be designed around clear business rules, ownership, and escalation.
AI can support activities such as account research, knowledge retrieval, summarization, response assistance, case routing, routine service requests, workflow automation, and employee assistance. Effective use depends on reliable data, appropriate permissions, governance, and defined human escalation.
Salesforce is central to XCentium’s CRM and customer service work, including Agentforce Sales, Agentforce Service, Data 360, automation, and connected commerce workflows. Coveo and Algolia can support knowledge search, relevant answers, and customer self-service alongside the CRM. We connect these capabilities with the customer data, applications, and workflows required by the solution.
Connect the customer relationship across teams
Whether the challenge is CRM adoption, fragmented customer data, manual sales workflows, disconnected service operations, or introducing AI into customer-facing processes, we can help create a more connected approach.