EY Acquires C Centric to Offer Better Customer Experience

EY, the leading professional services brand in India, announced the acquisition of C Centric, a leading provider of CRM solutions and services to help businesses rethink, redesign and deliver better customer experience. The acquisition strengthens EY’s commitment to support businesses in their transformation journeys by bringing a customer-insights driven strategy that helps organizations look at digital from every angle and unlock the power of key disruptive technologies like AI, RPA, Analytics, Cloud among others.

Today, organizations are looking for the right partner who can help them effectively engage more customers and enhance customer experience with actionable customer insights, using the power of emerging technologies. With the acquisition, EY brings on board a team with extensive experience in conceptualizing and implementing CRM solutions. The wide-ranging capabilities of the team cover online as well as on-premise CRM implementations, that include social CRM, cloud CRM, SaaS CRM, and Artificial Intelligence (AI) and Robotic Process Automation (RPA) powered CRM.

Rohan Sachdev, Partner and Leader (Advisory Services), EY in India, said that the C Centric team already has a strong reputation in the market for delivering leading-edge CRM solutions and services across industries, especially financial services including banking and insurance industry. Over the last few years, they have been collaborating with the C Centric team in strategizing and implementing several complex, large-scale digital transformation programmes. Their clients have also benefitted immensely from this association. Their addition to EY will strengthen their ability to help businesses in capitalizing on the digital wave and also in providing an end-to-end digital experience to their customers, he said.

C Centric was co-founded by Shubho Bhattacharrya, Gerald Prabhu, Vinod Ganesh Ram and Vineet Kalucha in 2007 in Mumbai and have a presence in three cities. It is one of the leading providers of 'customer-centric' software solutions, that offers customer experience linked consulting services, implementation and maintenance as well as customer-focused solutions linked to finance investments and operations. C Centric also partners with some of the world's leading providers of customer management solutions including Microsoft.

Shubho Bhattacharrya, CEO of C Centric said that CRM implementation is key to a digital roadmap of an organization and puts customer insights at the center of the business transformation strategy. Over the last decade, they have enabled organizations to respond to digital disruption across industries through state-of-the-art CRM solutions. The officials at C Centric are extremely excited over joining EY, a globally connected, multidisciplinary professional services organization. It is a great match with their heritage in digital transformation and EY’s rich innovation consulting culture.

EY continues to expand its digital capabilities in India to help organizations solve their complex end-to-end business transformation challenges. With more than 2800 digital and technology professionals in EY India, the firm is well-positioned to deliver advanced digital solutions to organizations in varied functions and industries, thereby leveraging emerging technologies like AI, RPA, data analytics, IoT, blockchain and others.

EY has deep experience in driving strategic transformation, innovation and growth for customers. Our teams blend emerging technologies with innovation to help businesses optimize their technology investments and drive better business outcomes. The C Centric acquisition will power this process further as it will enable the integration of core CRM technology and capabilities in the delivery of full-circle transformation services.

EY has globally completed over 120 acquisitions in the last six years and has over 21 alliances with technology majors around the world. Recently, EY in India acquired Fortune Cookie UX Design to drive digital transformation, including design thinking, user experience (UX) design, usability and building user-centric digital ecosystems.