Customer Relationship Management Practice at Evosys

Transcription

1 Customer Relationship Management Practice at Evosys

2 Our Evolution Founded in Sep, 2006 with a vision to become the number #1 Enterprise Applications Consulting Company. We have a brilliant team of 600+ smart and committed consultants. We have setup an environment to harness and retain some of the brightest consultants in the industry. Our mantra to growth has been Specialization & Long term relationship and based on these values we build brilliant reference list of 120+ large and prestigious customers. Based on our vast experience we have developed specialization into the following verticals Healthcare MRD Public Sector Telecom, Construction and Banking Headquartered in Ahmedabad, with global offices including UAE, UK, USA & Singapore

3 Our USP Leading Oracle Partner in Middle East with presence in all countries including KSA, UAE,Qatar,Oman, Bahrain, Kuwait, Jordan. #1 Oracle Partner for Healthcare in EMEA Fastest Growing Oracle Partner in the Public Sector in ME Foremost Oracle Partner in Transportation and Logistics #1 Partner for Oracle SAAS and Fusion Solutions Preferred Oracle Partner for Supply Chain Solution in ME ( Demantra, OTM, WMS etc.) Prominent Oracle Partner for BI and EPM in ME Emerging strongly on unique Big Data Solutions for Healthcare.

4 Our Presence

5 Swiping the Oracle Market 120 Active Customers Sales in M USD

6 120+ Customers & 35+ Marquee Customers Evosys has developed into one of the strongest brand in Healthcare and Public Sector. We are now growing strongly in Transportation, Telecom and Real Estate Developing Long Term Business Relationship is key to our growth. 89% of the customers are active customers giving repeat businesses Confidential

7 Long Term Business Relationship Winning customers trust and developing long term business is at the heart of Evosys growth and success which has led to : Repeat Business from existing customers accounts for more than 60%+ of the revenue of Evosys. Penetration in new solution areas enriching the vertical and horizontal offeringsof the company. New customer acquisition has been growing exponentially with the growing number of strong references in each vertical Acquisition New Customers Existing Customers Customer Acquisition Confidential

8 Where talent meets commitment 1,200 1, % 90.00% 80.00% 70.00% 60.00% % % 5.48% 6.50% % 30.00% 20.00% 10.00% 0.00% Employyes Employee Turnover Ratio Confidential

9 Our Resource Pool-Talented - Committed Hardworking We have been able to deliver 100% of our projects successfully and have one of the highest number of Referancable clientsin ME. Evosys has one of the best talented pool of 600+ Oracle consultants We believe in a work culture which offers challenge, recognition and reward. This is what has enabled us to run business year on year at an Employee Turn Over Ratio of around 6%. CRM VCP Technology EPM Fusion ERP Resources Confidential

10 Vertical Wise Clients Logistics/Transportation/Retail/ Distribution Manufacturing Others Confidential

11 Vertical Wise Clients Telecom Banking & Financial Institute Oil & Gas FMCG Real Estate Confidential

12 Vertical Wise Clients Healthcare Confidential

13 Expertise across Oracle Products Enterprise VCP VCE Financials Procurement & SCM HCM Manufacturing Enterprise Asset Management Hyperion Planning & Budgeting Consolidation Cost Management Period Close BI OBI Apps OBIEE Endeca Big Data Fusion HCM/Taleo Fusion Financials Fusion SCM Fusion CRM Siebel CRM Oracle CRM CRM on Demand Oracle Policy Automation Eloqua Demantra Advance Supply Chain Planning Transportation Management Landed Cost Management WMS & MSCA Mobile Apps for HR Mobile Apps for Finance Mobile Apps for SCM Custom Development Application Development Enterprise Application Integration Enterprise Collaboration Database Management

14 Customer Relationship Management Practice

15 What is Customer Relationship Management Today s business challenge for a company is to synchronize its processes like marketing, sales and support with its customers through cordial relationships, Evosys customer relationship management CRM system manages company s business activities through increasing client services and reducing the marketing costs, Evosys with its efficient team provides CRM solutions that enable sales, support and marketing personnel to gather detailed information about individual customer needs, enabling them to offer personalizedsolutions. Our solution provides customer needs with higher degree of accuracy, through CRM data collection technology. We engage in bringing the best CRM systems that allows the buyers to extend capabilitiesas their business demands and customize the solution to their industry. We provide consistency in the customer services through the Web, contact canter, social networks, mobile devices integration. Our data management in CRM help companies determine which types of strategies to implement respond best to the customer business, this equipping your sales team with these details support strategically pitch new product offers to customers, which can increasesales

16 CRM offerings Siebel CRM Consultancy and Advisory Service Oracle Sales Cloud Oracle Service Cloud Oracle Marketing Cloud Oracle Social Cloud Oracle CRM On Demand Support and Upgrades Our Service Offerings CRM Implementation Service Oracle Policy Automation Analytical CRM, Advanced Reporting Advanced Solutions - Integration with Social CRM, Payment gateway

17 CRM- Unique Value Proposition Implementation Expertise for Large as well as SME Clients. Vertical Specialists with experience of Multiple Implementations. 100% On Budget On Time Implementations. Industry Best Practice Implementations. Experts in Complete Suite Implementation with End to End Services. Vertical Specialists with experience of Multiple Implementations Advanced Solution like Social CRM,MDM, OPA Integration, Analytics In-depth CRM expertise across multiple verticals, methodologies, technologies and tools that enable a continuous improvement approach. Tools and methodologies to enable rapid deployment, built-in best practices and lower TCO. Strong strategic relationships with Oracle with experienced team, excellent in-house EBS knowledge to support Siebel. Fastest implementations on record Our Value Proposition Integration Specialists dedicated for integration of CRM solutions with client's existing Enterprise Systems

18 Client Snapshots

19 Siebel CRM Implementation at Zams International,UAE Industry: FMCG Zams International FZCO operates as a supplier of fast moving consumer goods (FMCG) in Dubai. CRM Implementation for ZAMS International had the following objectives Automating all businessprocesses Managing Sales Reps ProductManagement & Pricing Order Management Customer Data management Location /Distribution Management AssetManagement Order Tracking Advancepricing and reporting Increasingcustomer satisfaction Business Benefits Increased trade marketing effectiveness and improve account management Reduced costs through the integration of customer-facing and backoffice business processes across all touch points including brokers, wholesalers, distributors, and retail outlets Build consumer demand and brand loyalty by understanding and anticipating changing consumer preferences Ability to establish a basis from which future volume will be derived and allocate/aggregate the sales volume up/down an organizational and product hierarchy. Siebel Systems' proven, configurable, highly scalable, and fully Webbased architecture, it provides support for multiple computing platforms while delivering a high total value of ownership. Mobile and remote consumer goods sales and service with full access to customer, product, and activity information on a wide variety of lower cost, handheld devices. Consumer response, key account management & brand management. Enhanced Reporting & Management

20 Siebel CRM Implementation at Albassami Transportation Company,KSA Industry: Distribution & logistics Problem Statement CRM Implementation for Largest transportation company in KSA, with 56 branches across middle east having Business into Vehicle Transportation,Cargo and Truck Renting. This project will to automate all customer(internal & external) centric processes for the Albassami Transportation Company End to end automation for business process Providing integrated solution with Transportation and Finance System Cash Collection and credit limits was be to implemented in CRM system Catalog based pricing depending on customer types Tracking order status and Rate and time inquiry before booking the order Creating specialized reports and receipts for customer orders Pushingstatus to the customer throughsms notifications The following are the key objectives Automating all businessprocesses Reducing service delivery time Establishing customer loyalty Bilingual System Order tracking Advancepricing and reporting Increasingcustomer satisfaction Business Benefits SMS and Notifications were provided to the stake holders State of the art integration was provided between CRM,OTM and E-Biz System Customization was made for collecting cash and enforced credit limits on credit customers Advance reports were created on orders, customers and price list End to end quotation to order and order to cash flow was provided Advancepricing was implemented Rate from all the price list were provided in a single rate inquiry screen

21 Fusion CRM & First Fusion Incentive Compensation Implementation in ME for Saleco- Distribution & Telecom,KSA Industry: Telecom & Distribution Saleco was in strategic wins for Oracle EMEA, in Mark Hurd's presentation Problem Statement Saleco is the telecom redistribute of STC (Saudi Telecom) services. The scope of the project was to automate the Enterprise Business Division (EBD) that deals with B2B sales model The following are the key objectives End to end automation of their sales cycle Streamlining their business processes thereby reducing fraudulent activities Reconciliation of Saleco sales with Saudi Telecom sales (via automatic activation and deactivation of customers services lines) Client wanted to automate their sales process with a solution moreover similar to order management. Client wanted to replicated and enhance the functionalities provided by their Legacy Salesforce system and include modules like Quota Management, Incentive Compensation to increase their sales efficiency Business Benefits The major benefit to the client given was stopping end users-sales representatives to commit any fraud or unethical entry on opportunity revenues to boost up forecasts. With almost 40+ validation rules and anomaly detection scripts we have almost zeroed down the chances of any wrong doing by the sales representatives

22 CRM On Demand Implementation for Sanipex Group,UAE Industry: Retailing, Wholesaling and Contracting Key Benefits Delivered Consolidated Product & Customer database Substantial increase in the number of quotes converted to sales orders Effective & easier sales process with accurate information Intelligent Analysis though various inbuilt reports Transparent sales cycle Evosys Roles Evosys was responsible for implementation of OracleCRMOn demand Sales & Marketing Automation. The roles of Evosys were: Evosys helped in understanding the features and best practices offered by Oracle CRM. To get an insight into the existing processes, Evosys performed anexhaustive requirement study. Identified loop-holes in the current As-Is Process Incorporated industry s best-practices to streamline the sales & Marketing process The re-engineered processes was automated using Oracle CRM Integrating Sanipex s ERPwith OracleCRMOnDemand Live Sales order integration Integrating invoice generated in Sage ERP with Oracle CRM On Demand Live Product integration Live update in Quotation with scheduler handling Evosys provided training & support for stabilization of the CRM through hand s on training for the Admin & the key users Solution Implemented Oracle CRM On Demand Release 19 Business Benefit for Sanipex All the querying and reporting was made possible on a single system, enabling advanced analysis like Opportunity Win/Loss analysis & Sales representative s performance analysis for intelligent decision making A 360 view of all customer data including the Quotation. Sales Order, Invoices from legacy system as a centralizedrepository Significant leap in sales through a better analysis of quotes and orders across the customer base based on various demographic parameters Substantial increase in the number of quotes converted to sales orders Cost effective marketing campaigns resulting in a much higher ROI Rise in the customer footfalls at the showrooms through pro-active customer interactions Higher customer retention ratio through quick and effectivecustomer service

23 CRM On Demand Implementation for one of the largest vendor for Water Treatment Corodex,UAE Industry: Water Treatment Key Benefits Delivered Consolidated Product & Customer database Effective & easier sales process with accurate information Automated quote generation Intelligent Analysis though various inbuilt reports Quick Communication time & customer complaint resolution time via unique referencing scheme Transparent sales cycle Strong hold on the sales representative s performance metrics Evosys Role Evosys was responsible for Oracle CRM On demand suite Implementation including Oracle CRM. The role of Evosys was: Evosys helped in understanding the features and best practices offered by Oracle CRM To get an insight into the existing processes, Evosys performed an exhaustive requirement study Identified loop-holes in the current As-Is Process Incorporated industry s best-practices to streamline the sales process Workshops were conducted with identified process experts to understand the existing business processes The re-engineered processes was automated using Oracle CRM Evosys provided training & support for stabilization of the CRM through hand s on training for the Admin & the key users Solution Implemented Oracle CRMOn Demand Release 19 Business Benefit Delivered There was Standardization of Data Capturing and feeding process within organization making reporting & consolidation easier. All the querying and reporting was made possible on a single system, enabling advanced analysis like Opportunity Win/Loss analysis & Sales representative s performance analysis for intelligent decision taking It lead to knowledge sharing among employees about any process, experience or problems Automatic escalation and notification was facilitated The implementation improve productivity and reduced maintenance efforts and costs, by eliminating repetitive efforts on data collection, consolidation and analysis, leading to improved service delivery and quality

24 Siebel Public Sector Implementation at Ministry of Finance,UAE Industry: Public Sector Problem Statement CRM Implementation for MOF is part of large program, initiated by PMO (Prime Minister Office) to unify and automate all the process across all the ministries of UAE. This project will to automate all customer(internal & external) centric processes for the ministry of finance. The following are the key objectives Automating all customer technological interfaces Reducing service delivery time Establishing customer loyalty Improving communications Increasing efficiency Increasingcustomer satisfaction Increase the efficiency of Customer Service process Improve the Quality of Customer Service process EnsureCompleteness and Accuracy of Customer Inquiries Provide comprehensive reporting on the cases and customer information Enhance and digitize business processes for internal use of employees of MOF to do away with paper work Business Benefits Integration of Payment Gateway ensures safe transactions Personalized notifications at every step for every request. (Choice of receiving notifications over SMS, or both) Employees can process more requests per day, increasing efficiency Reports generated provide enormously useful analytical view of the services provided Multi-lingual interface serves to people of different linguistic orientation Streamlined businesses processes improve resource allocation and eliminate ambiguities

25 Fusion CRM Implementation at Svitzer,UAE Industry: Maritime Svitzer Sales Force Automation using Oracle Fusion platform and Evosys Expertise in record timelines Always focused on providing safety and support at sea, SVITZER, part of Maersk Group, has been in the forefront of specialized marine services for more than 175 years. Problem Statement Svitzer was carrying out all the sales and related reporting activities manually resulting in operational inefficiencies and lack of single source of information. Inability to generate reports on time because of scattered data from multiple sources and manual reporting with no real time window. Oracle Fusion CRM offering Cloud service Territory Management Assignment Management Lead management Partner Management Opportunity Management Contact Center Oracle Fusion Transactional Business Intelligence for Customer Relationship Management Cloud Sales Dashboards and reports Fusion CRM Mobile Sales (Smartphone Application) Fusion CRM disconnected sales (Outlook Integration) Key Benefits of Fusion CRM Sales Force Automation in record timeline of 1 month. Client specific business requirements not met through standard functionalities were delivered through work around and customizations. End to End Project documentation and User Training delivered to highest level of satisfaction. Sales Pipe line management has become more robust and effective. Fingertip access to real-time information through Dashboards with drill down facility.

26 Fusion CRM Implementation at Evosys, India Industry: Information Technology Key Benefits of Fusion CRM Evosys is the First Oracle Partner to provide Services based on Oracle FusionApplications Oracle has selected Evosys as it s First and Foremost Partner in providing Fusion based services. Evosys has an expert team of professionals which helps businesses to reduce costs and improve service levels. This fact is proven with the successful go-live of In- House Oracle Fusion CRM Project. Our Oracle certified professionals has successfully set a new milestone by implementing this solution in a remarkable short time span of 1 month. This centralized application will empower the Sales Team to model processes as per industry best practices, provide rich mobile experience for process interaction and to meet the flexible usability. Through this solution, Sales execution will be improved with better planning and forecasting. Makes sales process more streamlined. Enhanced Lead Tracking & improvement in conversion ratio of Opportunities. Multi-dimensional automatic territory management. Enables sales representative to keep track of conversation donewith clients. Optimises sales performance management and increases team productivity. Real time and accurate reports & analytics. Evosys Value Proposition First and Foremost Oracle Partner to provide Fusion based services. Oracle certified professionals in Fusion Applications. Rich and Strong Experience in Oracle Solution

27 Our Client Speaks for Us I am pleased to announce that CRM Fusion has successfully implemented in Sale Advance Co. a subsidiary of Saudi Telecom Company (STC) with the help of EvoSys Company (Implementer). As an IT Project Manager I really appreciate the work done by EvoSys Team and their patience in term of project s ups and downs. Evosys have given their best to make this implementation successful in a very short time. I am proud to be the Pioneer of CRM Fusion Implementation in Saudi Arabia Fahim Ibrahim IT Project Manager, Saleco The implementation company Evosys initially estimated the implementation process to take 4-6 weeks and already after 2 weeks the Fusion CRM Application had taken its shape. The remaining weeks were spend on making the interface, transition to the Sales Administrator and training in using the functionalities and today our company is equipped with a revolutionizing sales tool to manage our activities and interactions with our clients. Nicolai Friis Regional Commercial Manager SVITZER AMEA

28 Questions?

29 Thank You Global Headquarter Evolutionary Systems Pvt. Ltd. 11th floor, Kataria Arcade, Beside Adani Vidya Mandir School, Behind ADANI CNG Pump, S. G. Highway, Makarba Ahmedabad Tel : , Fax : , U.K./ Europe Headquarter Evolutionary Systems Company Ltd ,Gray s Inn Road King s Cross, London United Kingdom WCIX 8BP Tele : +44 (0) Fax : +44 (0) ME Headquarter Evolutionary Systems Arabia Fz LLC 112, Building 11, Dubai Internet City, PO Box , Dubai, UAE Board: Fax: APAC Headquarter Evolutionary System Singapore Pte Ltd Level 42-01, Suntec Tower Three 8 Temasek Boulevard, Singapore Tel: Mobile business@evosys.co.in USA Office Evolutionary Systems Corp. 27 Jackson Street, Suite 224 Lowell, MA Office: 1 (978) us at: business@evosys.co.in contact@evosys.co.in Website: Follow us on