EY India acquires C Centric to deliver better customer experience

EY, a professional services brand in India, has announced the acquisition of C Centric, a leading provider of Customer Relationship Management (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 organisations look at digital from every angle and unlock the power of key disruptive technologies such as Artificial Intelligence (AI), Robotic Process Automation (RPA), Analytics, Cloud among others.

Today, organisations 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 conceptualising and implementing CRM solutions. The team’s capabilities range from both online as well as on-premise CRM implementations that include social CRM, cloud CRM, SaaS CRM, and AI and RPA-powered CRM.

Rohan Sachdev, Partner and Leader, Advisory Services, EY in India, said, “The C Centric team has a strong reputation in the market for delivering leading-edge CRM solutions and services across industries, particularly financial services, including banking and insurance. Over the past couple of years, we have collaborated with the C Centric team in strategising and implementing several complex, large-scale digital transformation programs and our clients have benefitted immensely from this association. Their addition to EY will strengthen our ability to help businesses capitalise on the digital wave and provide an end-to-end digital experience to customers.”

C Centric was co-founded by Shubho Bhattacharrya, Gerald Prabhu, Vinod Ganesh Ram and Vineet Kalucha in 2007 in Mumbai and has a presence in three cities. It is a leading provider of 'customer-centric' software solutions offering 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, says, “CRM implementation is key to a digital roadmap of an organisation and puts customer insights at the centre of the business transformation strategy. Over the last decade, we have enabled organisations to respond to digital disruption across industries through state-of-the-art CRM solutions. We at C Centric are very excited to be joining EY, a globally connected, multidisciplinary professional services organisation and it is a great match with our heritage in digital transformation and EY’s rich innovation consulting culture.”

EY continues to expand its digital capabilities in India to help organisations solve their complex end-to-end business transformation challenges. With more than 2,800 digital and technology professionals in EY India, the firm is well positioned to deliver advanced digital solutions to organisations in varied functions and industries, leveraging emerging technologies such as AI, RPA, data analytics, internet of things, blockchain and others.

EY has deep experience in driving strategic transformation, innovation and growth for customers. Their teams blend emerging technologies with innovation to help businesses optimise 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.

EY deals in assurance, tax, transaction and advisory services. The insights and quality services it delivers help build trust and confidence in the capital markets and in economies the world over.

EY refers to the global organisation, and may refer to one or more of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity.

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