The Wipro team provided configuration and maintenance support services to set up a cohesive CRM solution for the client. We chose to implement a solution from Siebel to provide access to critical information on customer interactions across multiple channels. The technical architecture developed took into account both, existing legacy systems and standard energy industry systems, integrating these with the Siebel application.

All employees can access the CRM system. Depending on their user groups, the system delivers varied functionality like contact/account management, billing management, list management and customer information.

This unified view of customer interaction across various channels has allowed the company a much deeper understanding of customer behavior. This is sure to be a key contributing factor as it sets out to realize its objective of doubling its customer base.