edynamic edynamic Customer Relationship Management Capabilities

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1 Customer Relationship Management Capabilities Blending Creativity and Technology to Deliver Better Business Solutions New York. Portland. Toronto. Dubai. New Delhi

2 Introduction to About : ( ) is a Global Technology, Interactive Marketing Services & Consulting Firm focused on delivering integrated business solutions. is a rapidly growing, privately held company that delivers on the technology, creativity & marketing needs of enterprises. Through its offices in New York, Toronto, Dubai, and New Delhi, is serving customers such as Suncor Energy, UPS, PepsiCo, New York Life, GlaxoSmithKline, Sunlife, General Electric, Allianz, Advance America, Preferred Commerce, Intercontinental Hotels, Maruti Suzuki, Jet Airways, Barista, Costa Coffee, Samsung, Sony, among many others. s service offerings include Application Development (Web based,.net, Java), Application Management, Testing, Resource Augmentation, Systems Integration, Business Intelligence, Content Management Systems, Customer Relationship Management, Interactive Marketing and Business Consulting. has deep domain expertise in verticals such as Insurance, Banking, Credit Cards, Pay Day Loans, Retail, Leisure Travel, Hotels & Hospitality, Business Travel, Real Estate and Franchise. has enviable expertise in best-of-breed technologies such as Business Intelligence (MicroStrategy, IBM-Cognos, Business Objects, SQL, IBI), Customer Relationship Management (Microsoft Dynamics, Sales Force). has technology partnerships with IBM, Microsoft and are also certified solution partners for Sitecore Content Management Systems in North America, Europe & India. Page 1

3 Service Offerings IT Services Application Development Application Management Testing Resource Augmentation Systems Integration Business Intelligence Content Management Systems Knowledge Management Systems Customer Relationship Management Interactive Marketing Consulting Page 2

4 Customer Relationship Management Software Microsoft Dynamics Introduction Microsoft Dynamics CRM gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post-sales. With tools to enhance your company's sales, marketing, and customer service processes along with native Microsoft Office Outlook integration Microsoft Dynamics CRM delivers a fast, flexible, and affordable solution. Microsoft Dynamics CRM helps you drive consistent and measurable improvement in everyday business processes: Marketing: A clearer view of customers and more informed marketing investments Segment customer lists into distinct benefit groups and then market to one or more of the identified segments using a workflow-driven model. With Microsoft Dynamics CRM, your marketing professionals can leverage tools for: Customer segmentation Campaign planning and execution Data extraction and cleansing Analytics and reporting Marketing/sales collaboration tools Information sharing portals Page 3

5 Customer Relationship Management Software Microsoft Dynamics Introduction Sales: Get more leads and close more business Access a complete view of customer data online or offline, and leverage tools that enable your sales professionals to get real-time access to leads, identify cross-sell and up-sell opportunities, and close more deals, faster. Microsoft Dynamics CRM provides: Lead and opportunity management Account and contact management Territory management Forecasting and sales analytics Offline and mobile device access Quick access to products, pricing, and quotes Customer service: Provide more value to customers Respond faster to customer service issues and empower your service organization to anticipate, address and deliver consistent, efficient customer care that contributes to long-term business profitability. Microsoft Dynamics CRM provides functionality for: Account and contact management Case and interaction management Product and contract management Knowledge-base management Service scheduling Workflow across teams and groups Service reporting and analytics Page 4

6 Customer Relationship Management Software SalesForce Introduction Sales Force offers easy-to-use Web-based CRM solution for sales, service, marketing, and call center operations that streamlines customer relationship management and boosts customer satisfaction. Organizations can enjoy unparalleled productivity, revenue growth, and business intelligence with Salesforce CRM: SalesForce Automation: Salesforce.com's flagship sales force automation (SFA) application gives businesses the upper hand with their sales data. Comprehensive and easy to customize, Salesforce empowers companies to manage people and processes more effectively, so reps can close more deals. With Salesforce, representatives spend more time selling and less time on administration. Marketing Automation: As the leader in on-demand customer relationship management (CRM), SalesForce understands the importance of integrated sales and marketing. It empowers you to manage multichannel campaigns and provide up-to-date messaging to sales. Lead hand-off is automated to ensure that no opportunity is missed. Real-time analytics and reporting give marketers the tools to evaluate results and adjust campaigns to maximize them. Customer Service & Support: With its unique, on-demand customer service application, salesforce.com is changing the way companies build customer loyalty by helping them transform customers into evangelists. Developed by the leader in on-demand customer relationship management (CRM), Salesforce is the one customer service solution that your agents will actually love. Partner Relationship Management: The leader in on-demand CRM now delivers the market leading partner relationship management (PRM) application, Salesforce Partners. This award-winning product takes channel success to a new level with breakthrough ease-of-use to help you rapidly increase channel revenue through your partners. And it is fully integrated with Salesforce SFA to provide complete visibility to help you manage your company s direct and indirect sales channels. Page 5

7 Customer Relationship Management Capabilities is Microsoft Certified partner & we offer comprehensive consulting, roadmap & endto-end implementation of Microsoft Dynamics & SalesForce for enterprises. We bring forth the value proposition of these cutting edge CRM applications & partner with customers across verticals to maximize their investment on their CRM infrastructure. s expertise for Microsoft Dynamics & SalesForce include: End to end, cost-effective implementation using our Global Delivery Model Solution development Architecture support Migration from existing customer relationship management to Microsoft Dynamics & SalesForce Version upgrades Integration of Dynamics with other Microsoft Products Sharepoint, Exchange, Outlook Application Outsourcing on Microsoft Dynamics & SalesForce Maintenance Support Our deployments are rapid, based on deep, proven expertise in CRM technologies & cost effective because of our Global Delivery Model. We also implement Sharepoint Knowledge Management System and this domain experience is key when we integrate with or deploy Microsoft Dynamics for companies that are looking at leveraging the integration ready power of this CRM application. Page 6

8 Case Study SalesForce Implementation Fortune 100 Banking & Financial Service Company Australia completes end-to-end SalesForce implementation for a Fortune 100 Banking & Financial Services Company in Australia: has worked with Fortune 500 customers and has helped them build robust and time-tested solutions in the past. During this project, was presented with several high level business needs such as: Lead Management Account Management Contact Management Opportunity Management Activity Management Campaigns Management Reports management Contracts Management Billings data Membership Rewards data As per the requirements of the client, managed and tracked all leads and prospects through the lead stages till they were converted into an account and soon as leads were converted into an account, kept tracking all major contacts related to Leads and Accounts and the activities related to them. Activity Management with regards to Lead / Account related customer interactions/tasks and events/meetings were also taken care of during the project execution. s SalesForce technology driven solution helped the client in managing opportunities for existing accounts, covering up selling, cross-selling supplements or companion cards, managing various business cards offerings such as products & associating them with Accounts. Management of partner contract documents including major terms of the contract, start dates, end dates was made efficient by s SalesForce implementation. Other major obstacles faced by the client were the inability of their teams to run campaigns and manage data efficiently. Implementation of SalesForce helped the client to track the progress of campaigns and run reports smoothly along with importing Billing and Membership rewards data of each of their cards including supplementary and companion cards into the SalesForce application on a monthly basis. They were able to generate various reports out of the system for various objects. This end-to-end implementation basically met every business objective that was charged with at the start of the CRM project. Page 7