CRM (Customer Relationship Management) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. Ever changing business dynamics and global competition requires constant evaluation and enhancement of CRM application strategy.
JKT have over two decades of experience in establishing and streamlining our client’s CRM requirements across the globe including- new CRM implementation, third -party CRM solution, supporting existing product or analyzing and enhancing the application.
Our CRM practice encompasses all aspects of an organisation’s engagement with their customers. For instance, in order to boost your sales and exposure to a wider customer-base, we help you build and leverage your social presence using the social network CRMs. On other instance, we help you gain advantage of the inbound and outbound modes of marketing utilizing various marketing channels, such as mobile phones, e-mails, traditional mails, websites, micro-blogging and social networks. Our service offerings include complete implementation of marketing campaign management over all the marketing channels available today.
Similarly, for a great customer experience, we implement the CRM-driven storefronts that are integrated with the remaining components of the CRM. In order to help you optimize the after-sales and customer support processes at your organisation, we implement special CRM modules for contact centre management, voice support, technical support, and the relevant workflows.
While developing the CRM solutions, we constantly focus on giving your internal teams and your customers the most simplistic and holistic view of the complex CRM scenarios. For instance, we help your workforce gain a 360 degree aerial view of all the customers, their product profiles, vendors, suppliers, and partners. At the same time, we also enable you to compute your ROI, view customer trends, and perform business-specific analytics.
Over the years, we have completed several CRM implementations using the most popular tools, including Salesforce.com, Infor Epiphany, SAP CRM in Retail, Travel, Consumer Goods, Manufacturing and Automotive industries. Our CRM teams have also developed custom CRM solutions for addressing the unique needs of our customers including, customized Apps on Salesforce.com
- Storyboard App – gives 360 view on an Opportunity / Account
- Part / Item Configurator App – lists product details
- Campaign Sharing App
- Product Forecast App
We have successfully helped our clients enhance their customer engagement, increase the overall satisfaction levels amongst their customers, and thereby, maximize their ROI (Return on Investment).
Our CRM solutions and services portfolio consists of:
Third party CRM implementation
Most of the modern businesses are heavily customer-oriented these days. In order to address their customer relationship needs, several third-party CRM applications have evolved as a result of continual innovation by various companies. Our CRM implementation specialists always stay abreast with the latest tools and technologies in the field of CRM. We have successfully delivered several CRM implementations using Infor Epiphany, Salesforce.com, SAP CRM etc. We also have expertise in implementing specific modules of these CRM suites and applications, such as
- Inbound and Outbound Marketing
- Real-time marketing
- Contact Centre management
- SalesForce automation
- Sales and Service trends and
Custom CRM development
At JKT, we realize that every CRM project is unique in terms of its requirements, expectations, and post-implementation operations. This is why, we have developed expertise around conceptualizing, planning, developing and implementing the end-to-end CRM applications for your specific set of requirements.
The custom development of CRM is completely coherent with JKT’s well-established project management and development methodologies. In addition, our extensive domain expertise in the field of CRM becomes an obvious advantage when you engage JKT for your custom CRM development projects. Our custom CRM development teams leverages our enterprise assets which we have earned over the years of our experience working on the CRM applications. During the development of a custom CRM, we carry out the following steps:
- Analysis of measurable gains while choosing either of the ‘custom CRM development and third-party’
- Comprehensive business analysis considering revenue goals, marketing goals, reporting needs etc.
- Exhaustive documentation for facilitating future extensions/support
- Interaction with stakeholders on regular interval during study / development phase and incorporating additional features
- Implementation and rigorous quality control
- Post implementation training for staff and warranty
CRM Integration solutions
For a business that relies on several other IT systems for its functioning, a well-integrated set of various IT assets is often crucial. Especially, when your business relies heavily on a software application, your CRM application should be integrated with other applications to receive/feedback data (related to customers, products, vendors, partners etc) in real time. At JKT, we carry out the CRM integration by:
- Identifying the disparate systems for integration with your existing/new CRM application
- Extending the existing applications and establishing interfaces for interaction with the CRM
- Using the cutting edge tools, middleware, and strategies for extraction, transformation and loading of information across application boundaries
- Testing for reliable data communication amongst the application participating in the systems integration
Customer centric upgrade and enhancement solution for existing CRM system
There are scenarios when the existing customer-centric processes and software tools do not meet your business’s expectations in this era of cut-throat competition. In such scenarios, a comprehensive analysis of various aspects of your CRM practices/application(s) may be exactly what you need. Whether it entails software and/or process overhaul or few tweaks around their usage, such an analysis can provide you the useful details, including:
- Sales and marketing objectives and currently employed practices
- Actual sales results, targeted customer segments, recommended software, and practices
- After-sales support objectives and existing methods
- Existing and expected rate of meeting your SLA’s with your customers
- Gaps in execution of your after-sales support strategies
- Current customer trends vs. effectiveness of your sales/after-sales processes
- Recommendation for establishment of brand identity
- Recommendations for increasing overall customer retention
Managed service / Production support
If your organisation has an existing implementation of a CRM, there are still chances of having certain technology-related challenges in its operation. For instance, there might be certain needs of small enhancements, defect fixing, fine tuning, and change requests in the ongoing usage of your CRM. Whereas such efforts might not seem to require a dedicated project, at the same time they cannot be ignored because they might cause hindrances to the way you would like your CRM to behave.
As a response to such situations, JKT has a full-blown Application Management Services (AMS) team that works on the principles defined by ITIL. Our CRM AMS team consists of the CRM support experts who realize the importance of timely and cost-effective support on a round-the-clock basis. They possess experience on multiple CRM products and endeavour to keep themselves up-to-date with all the latest happenings in order to respond to your support requests in the most efficient manner. In addition, we constantly record and maintain our lessons learned so that our CRM support specialists need not spend time re-inventing the wheel during a critical issue with your CRM.
Trainings on CRM
Introduction of a CRM application often results in a transformation in the way most of your staff interacts with your customers. This is why it involves a learning curve for your workforce after a CRM has been implemented at your organisation. In order to minimize your cost incurred in their self-paced learning, we undertake training and development of your workforce as one of our specialization areas.
For each unique training assignment, our CRM training experts prepare a comprehensive training plan exclusive to the business needs of our clients. These trainings are conceptualized after assessing the technical, functional, and language proficiencies of the audience along with the precise functions they need to perform using the CRM software. Consequently, we help you increase the throughput, reduce the cost and time, and prevent any potential losses due to the technical inabilities of your staff members.