Wipro helped a leading healthcare and medical services company achieve 60% improvement in pipeline visibility through a scalable CRM solution

Client Background

The client is a leading international healthcare, medical, and travel assistance and security services company that offers local expertise, preventive advice, and emergency assistance in more than 70 countries.

Industry Landscape

People today lead a fast-paced, hectic lifestyle. They need emergency medical and travel services to be available and easily accessible at all times, everywhere. For a timely and effective delivery of such critical services, medical service providers need a CRM system that can empower them to be nimble and responsive and help them understand their customers better.

Opportunity

With large volumes of customer and transactional data, the client was looking for a scalable CRM solution that would ensure data quality and integrity. The client operated in multiple geographies and required a single integrated CRM that would enable fast and secure access of customer data, remotely, for its distributed sales teams. The client was also looking to improve their pipeline management, for better and accurate forecasting and revenue analysis.

The Solution

Wipro engaged with the client to address the gaps in their current CRM system and enable a smooth transition to Cloud CRM. Wipro implemented a Salesforce ‘Sales Cloud’ solution (including Account, Contact, Opportunity, Lead and Campaign modules). The CRM solution empowered sales representatives to access the application from remote systems without internet connectivity. The solution highlights include:

• A detailed plan to transition and migrate from existing on-premise legacy applications
• CRP based methodology, keeping adoption and change management in mind
• Duplicate data removal to help get a single source view
• Flexible report and dashboard generation for business users
• Real time integration with the downstream application
• Stricter authentication and Single Sign

On The Cloud CRM system gave the client better visibility into their territory growth and customer segment across geographies, with added benefits such as:

• Enhanced customer experience - through a simplified user-friendly application
• Improved data quality and security - through various streamlined processes 
• Increased revenues - via effective pipeline management
• Faster turnaround time - to deliver enhancements and changes
  

Business Impact

The engagement enabled global standardization of the client’s sales processes by leveraging lead generation, qualification process and access to off-line data, all in a paperless environment. With more than 1300 client users across 68 countries using this salesforce.com CRM solution in a 24x7 environment, the migration enabled the client to shorten turnaround time and realize tangible benefits:

• 60% improvement in customer data quality and pipeline visibility
• 40% increase in cross-sell and up-sell opportunities via marketing campaigns