OUR CUSTOMER RELATIONSHIP MANAGEMENT SERVICE
OUR APPROACH
Building a solid CRM foundation is no easy task. Organizations must not only identify the best CRM technologies for their business, but must also employ effective change management strategies to align their people and processes with customer relationship goals. Cognizant’s CRM practice possesses significant experience implementing CRM solutions in a variety of industries around the world. We can help your company on a broad range of CRM priorities, from sales management to marketing automation to customer support and service. We work with a wide range of CRM products, including Oracle Siebel CRM, Oracle OnDemand, Microsoft CRM, Amdocs, Salesforce.com, Right Now and Cegedim Dendrite. Our services run across the system development lifecycle from development, implementation and maintenance to testing, upgrades and managed services.
Sales Management
Improve customer interactions and boost revenues with sales management tools for compensation, territory management, partner management and sales performance management.
Marketing Automation
Make sure the right messages are delivered to the right customers through the right channels. Leverage our solutions for campaign management, list management and lead generation.
Customer Support & Services
Improve your customer experience by using our case management, field service management and self-service management solutions.Representatives that handled outage requestspecific questions.
Our Industry Solutions
We offer customized CRM solutions that address specific challenges in financial services, insurance, healthcare, retail and other industries.
Banking & Financial Services
Customized customer account openings, fraud detection and sales force automation for various brokering products.
Insurance
New customer acquisitions, multiple line of business management, agent lifecycle support and streamlined customer claims.
Life Sciences & Healthcare
Key account management solutions, self-service portals, territory alignment applications and business intelligence.
Technology Integrated license and entitlement management solutions.
Retail & Hospitality
Full-featured transactional loyalty management.
For a large bio-pharma company, Cognizant created a single customer management system that combined previously separate systems spread throughout the sales and marketing organization. The new multi-tiered solution was built using a single database to avoid data redundancy and inconsistency and separated business rules from underlying software code. The new system led to more accurate customer information management and better reporting and analysis capabilities.
A top pharmaceutical company needed to upgrade its systems to reach compliance. Cognizant automated and streamlined the company’s processes to reach a state of transparency where proactive monitoring and tracking of spend data were possible.
A large organization, electric utility was experiencing information integration challenges, high maintenance costs and high call handling time with its existing call center application, which was used to log outage-related work requests. Cognizant designed and developed a new trouble and outage call center application with intelligent scripting for customer service. The application provided seamless integration between all of the utility’s major systems and a real-time view of outage information.
Situation
The client is one of the largest and fastest growing electric utilities in the INDIA, serving approximately 1 million customer accounts. The client had an existing call center application which was used to log outage-related work requests. Some of the key challenges the client faced included:
- Stand-alone application with no integration with other applications.
- High maintenance costs.
- Customer Service Representative were not able to handle all kinds of outages from one system due to lack of seamless integration.
- A great degree of manual work and duplication of efforts.
Since the existing system was built on old technology, the objective of the project was to create an integrated, technologically advanced solution for call center trouble and outage with functionality to support current as well as emerging needs such as AMI
Solution
Cognizant designed and developed a new trouble and outage call center application with the following highlights:
- Intelligent scripting for Customer Service Representatives that handled outage requestspecific questions.
- Ability to handle all kinds of outage requests from a single application.
- Seamless integration with multiple applications such as GIS, AMI, CIS, Work Management System, Trouble Call Management System, etc.
- Real-time view of outage information through the AMI system.
Functionality to manage the intelligent scripts from the admin module.
Ability to route the request to the related application depending upon the request type.
The solution approach adopted is depicted in the figure on the following page
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