| Wipro was the
prime vendor for the global CRM development. The
entire program was executed primarily through
a global development centre, funded by regions
depending on their participation and scope of
development. The core solution ( global build
) covered all the global processes and the specific
regional requirements were added on to the regional
solution while deploying in the specific region.
This model ensured that the core solution remained
global in nature while accommodating the local
business and legal requirements.
Wipro leveraged the client’s standard Commercial
Off The Shelf (COTS) solutions, using out-of-the-box
functionality wherever possible. Our ShoreGain
methodology leveraging the onsite-offshore delivery
model ensured consistent quality and schedule
adherence at minimum possible cost to our client.
Our CRM program was primarily organized around
delivering the multi lingual, multi region global
CRM implementation to our client. The project
was executed within the agreed schedule despite
the aggressive timelines and the dynamics of a
multi-vendor setup in the system.
Wipro offered the following CRM solutions, which
were aligned with our client’s business objectives.
| 1. |
Lead
management system: We deployed a
Siebel eDealer application which eased our
client’s efforts to register, qualify,
distribute, and track individual potential
customer leads to closure. We devised the
system to gather information from diverse
sources and translate it into potential leads. |
| 2. |
Fleet
management system: Corporate and
fleet customers account for a huge chunk
of our client’s business. This system
greatly simplified our client’s mammoth
fleet operations, employed to service the
corporate and fleet accounts. |
| 3. |
Call
centre application: The global
CRM solutions call center functionality
rationalizes and unifies the customer care
requirements across various functional units
such as customer assistance, dealer assistance,
technical assistance, roadside assistance
etc . |
| 4. |
Marketing
automation: We helped our client
make informed business decisions by providing
a multi-dimensional view of all marketing
initiatives. The diminishing gap between
forecasted sales and actual sales increased
the credibility of the sales force. |
| 5. |
Relationship
Management: Integrating the entire
dealer network with the main CRM framework
helps our client handle business critical
relationships effectively. |
Post implementation, the entire system was upgraded
to a higher version of Siebel to leverage the
new functionalities available in that version.
We ensured minimal operational interference to
all on-going processes during the entire migration
process.
Wipro supports the implemented CRM system for
the entire organization. The maintenance &
support scope delivered by our teams located globally
using global delivery model, provide both critical
application support and regular enhancement of
the core solution, making the system more feature
rich from business & technical perspectives.
Our support services capture valuable customer
experience, which offers powerful insights to
key-drivers of a business’ success. |
