Businesses grow when they maintain healthy relationships with their customers. Infinity’s Dynamics business solutions are designed for service industries, combining project management, communication, and business solutions tailored to your organizational needs to help reduce costs and increase customer satisfaction. For companies with more complex operations, customer relationship management (CRM) software is often essential.
Customer Relationship Management
In Earlier Days
All serious business owners and game changing entrepreneurs see the power of building and maintaining customer relationships as their key to success. Now, the CRM scene is set to be worth above £35 billion by 2017. The sky’s the limit; the breadth and depth of a fully optimized CRM platform is vast – and companies know it. Building a solid CRM foundation is no easy task. Organizations must not only identify the best CRM technologies for their business, but must also employ effective change management strategies to align their people and processes with customer relationship goals
CRM Program Benefits
Contact Center
- Call Center
- Contact Center (Voice, SMS, Emails, Web etc)
- Non Voice Life-cycle Management
- Inbound & Outbound (Pre-Sales, Customer Support, Retention & Loyalty)
Back Office Processing
- Data Digitization
- EDP, Data Entry, Indexing and CRM/SW Tagging
- Multi-messaging Response Management System
- Remote Troubleshoot
KPO/MR/Strategic Marketing
- Insights
- Go to Market Strategy
- Marketing Process Outsourcing
- Analytics
Platform Based CRM or Shared Services
- Collections (Due till NPA) and Skip Tracing
- CRM Loyalty
- CQM (Third Part Quality and Transformational Audits)
Our Solutions Deployed
Stakeholders
- Clients
- Clients Consumer
- In-situ
Account Management
- Transition Management
- Engagement
- Goal Setting & KPI Analysis
Insights
- VOC
- Audit
- Compliances
Technology
- Infrastructural Requirement
- Analytics
- Database & Design
- UAT & Maintenance
Operations
- Customer Service Delivery
- KPI Management
- Process Control
- Process Improvements
IT Services
- Platform
- MIS
- Dashboards
- Business Intelligence
Analytics & Business Intelligence
- View Creation
- Data Mining
- Consumer Behavior
- Spending patterns
- Insights
Transition Management
- Infrastructure Requirement
- Web Study & Migration
- Application Host
- Data Cleansing
Communications
- Engagement
- Promotional
- Festival
- Sales
- Ad-hoc
3rd Party Integration Services
- APIs for voice/non-voice
- To connect client server / database
Benefits to Customer
- Instant Access & Speedy resolution
- Improved customer experience
- Pro-active communication
- Effective TAT management of sales/service
- Valuable feedback translating to new / improvised offering
- Increases customer satisfaction level
- Customer Loyalty
- Simplicity and Ease
Benefits to Business
- Better decision support to top level management
- Business integration Centralized information/Shared platform
- More credibility in business seen as a long partner
- Rapid return of investment and low cost of owners
- API Services (integration with CRM for automated SMS, emails)
- Overall seamless functioning of the business to all the stakeholders
- Increased employee motivation and satisfaction
- Uncover new revenue opportunities
- Real-time performance matrix
- Automation replacing manual tasks (also dashboards and reports)
- Ease of doing business (anytime, anywhere)
- Leads to pro-active and timely communication amongst stakeholders
Challenges
- Theme / Concept
- Decision to outsource
- Complete understanding of all business process and its linkages
- Ease of doing business and the cost
- Database (existing, latent and potential schema, DFD, data warehousing dimensioning)
- Consumer Insights and Intelligence
- Extent and Extant of customer engagement vis-a-vis business milestones
- Expensive (Implementation Cost)
- Reach, Access and Dialogue
- Business controls
- Market Dynamics and CRM Relevance
- Business Viability
- Coordination, flexibility and team work with all stakeholders
- Skilling, Talent Sourcing
- Ambiguity with respect to CRM goals
- Moving targets (flexibility required in KPIs)
Business Risk
- Lack of understanding of the business leading CRM implementation failure
- Data Security and confidentiality
- Fails in meeting the requirement of the client
- Proactively anticipate and mitigate user adoption challenges
- Downtime and SLAs
- Outsource – Yes / No and to what extent
- Unstable or insecure hardware and network platform
Planning and development of business strategies for the clients
Complete software development life cycle is followed (from planning to maintenance)
Conducted time to time research / surveys to actually know the customer behavior, tastes and preferences
Continuous gap analysis study and performance enhancement measures are taken on regularly to cope with the competitive environment.