Customer Relationship Management

Traditional CRM:

Our endeavor is to provide for a 360 degree view of the customer as it relates to various touch point and integration channels within the organization. We help integrate those touch points seamlessly and implement strategies that provide for customer acquisition, customer growth and loyalty models.

We understand that CRM initiatives have different implications for different industries. We integrate industry experience with technology expertise to deliver industry specific CRM Solutions.

Our expertise spans various areas

• Sales force automation and monitoring, lead management, revenue and product forecasting
• Product configuration and pricing, order entry and fulfillment
• Retail and trade marketing & distribution
• Field personnel deployment, service inventory optimization, repair and returns integration
• Agent and dealer management
• Marketing campaigns and telesales, customer response management
• Customer care and provisioning enablement
• Complex order management
• Billing front-end
• Fraud management front-end.
• Customer, Sales & Service Analytics
• Customer Self Service
• Mobile enablement for Sales and Service

Social CRM

Social Media is creating opportunities that did not exist earlier. The amount of data created by tools like Facebook, Twittter, Instagram, Pinterest, LinkedIn and others is beyond most company’s abilities. The era of Big Data is upon us. These platforms are creating seismic shifts in the way CRM data is being looked upon. It is imperative for enterprises to integrate these newer channels of communication with other traditional channels such as stores, call centers, mobiles, field service and kiosks. The social customer expects instantaneous information, offers and service to be provided via these channels. Companies are expected to provide a unified next-gen customer experience that seamlessly integrates all customer touch points and channels – both from process and data standpoint. We can help enterprises prepare for the next-generation customer by effectively leveraging social media and mobility tools to gather insights and intelligence and make informed decisions that help top line and bottom line results.

Our services include:

PRE CRM Implementation Services

• Business Analysis and a customer/citizen centric strategic road map: We analyze your current business processes. Supporting your sales, marketing, and customer service operations, we map the preferred processes into your CRM Solution.
• Readiness assessment and transition planning: We work with you to identify readiness to implement CRM and identify potential areas for improvement. We suggest modifications to asset classes such as people and processes to arrive at a best fit scenario.

CRM Implementation services

• Integration with Business for ownership of customer
• Product evaluation, selection, implementation and customization
• Set up & Configure
  • Deployment
  • Customization & Integration
• Business Process Automation
• Metrics setup and management using
  • Ad-hoc Reporting and Analytics using column views
  • Dashboards
• System implementation, lifecycle development and upgrades
• Integration of multi-channels including social media
• Big Data Management including unstructured data
• Application Integration to other back office systems
• CRM testing
• CRM in a cloud

Business Intelligence

We can evaluate different databases and data modeling techniques to come up with a Data Architecture. Our expertise’s are in building the data mart using data dimensional modeling either as part of an overall Data Warehouse strategy or supplying a new mart from an existing Data Warehouse. Our practitioners design a sound logical data model. We can extract and transform data and load it into the data warehouse environment, along with document data sourcing rules. Our expert data modelers and database analysts plan the design the data to be scalable and extensible, so that it easily accommodates growth in data volume and enable new types of information to be incorporated as part of future warehouse phases. We can strategically apply our expertise in the following areas: Data Model design, ETL processes, Metadata Management, Integration of external data, Data cleansing, Data Warehouse optimization and performance tuning, Logical business modeling, reports creation, query optimization, systems across your organization. Our practitioners will refine the architecture and model to provide for integrated view across the enterprise.

 

• Data Architecture: We determine the criteria that shape your requirements. We can then evaluate different database and data modeling techniques
• Data Marts enable ad hoc query of complex data by end users. Facilitating this environment requires a set of data structures coupled with sophisticated analytical end-user tools. We use data dimensional modeling to build the mart either as part of an overall Data Warehouse strategy or supply a new mart from an existing Data Warehouse.
• Data Warehouses Our practitioners design a sound logical data model. We can extract and
  transform data and load it into the data warehouse environment, along with document data sourcing rules. Our data modelers and database analysts plan the design of the data to be scalable and extensible, so that it easily accommodates growth in data volume and enable new types of information to be incorporated as part of future warehouse phases.
• Operational Data Stores (ODS) integrate data from across traditional organizational and
  system boundaries to streamline transaction processing systems, rather than analytical environments (the focus of Data Marts and Data Warehouses).

Services

 

Data Warehouse Creation / Augmentation

Building data warehouses or adding new functionality to existing ones is no trivial task — one that only gets easier with experience. We can help you deploy systems to reliably integrate, clean, and
normalize data from the various source systems across your organization.

• Data model design / augmentation
• Batch and trickle data feeds
• Extract / Transform / Load (ETL) processes
• Structured and unstructured data
• Data warehousing optimization / tuning

Analytics / Business Intelligence

The Drsti Analytics team collectively has experience implementing analytics systems.

• Logical business modeling
• Best practice analytics by industry
• Analytic tool configuration and deployment
• Metric and report creation
• User / object management
• Query optimization

Reporting Requirements

We can help you gather your reporting requirements and help you leverage your reporting software. We will identify you environment today and work towards additional work to be done in order to develop more
reports. We will convert the analysis into value by delivering precise reporting specifications that will drive the underlying database architecture and validate tool selection.

Customer Data Warehouse solution framework offers the following:

• Integrated views across the enterprise
• Solution architecture including ODS and customer centric data warehouses to handle synchronous and asynchronous touch points. Our team of certified business intelligence professionals will team up with your team to document the current technical environment, identify future milestones, needs, analyze the existing warehouse, and review standards. We then apply best practices to these written documents. We then offer our reviews. This offering reduces the risk and leverages the products on the marketplace.
• Data Cleansing, Match & Merge and ETL
• Enterprise Reporting
• A well-defined process model for design, development and implementation
• Phased iterative implementation methodology

Re-engineering of Data warehousing / Business Intelligence applications include:

• Study of existing Data Warehouses / Data Marts
• Gap Analysis
• Technology / Tools evaluation and recommendation
• Roadmap for re-architecture/ re-engineering services
• Architecture and implementation of the solution

Some of our deliverables include the following:

• Refining the Data Warehouse / Data Mart architecture and Data Model
• Introducing data from new source systems to existing Data Warehouses / Data Marts
• Building a systematic process for explicit capture and management of Metadata
• Integrating geographically spread data warehouses on the same or diverse platforms into an
• Integration of external vendor supplied data with the customer’s Data Warehouse / Data Mart
• Integration of various data (CRM, Web, ERP, Legacy data) into existing Data Warehouse / Data
• Migration and implementation services
• Performance tuning and upgrades

Enterprise Application Services

This practice of ours is focused on building solutions centered around CRM, ERP, and Supply chain management products from companies such as Oracle, PeopleSoft (now Oracle), Siebel (now Oracle), Microsoft and SAP. By deploying these solutions, we are able to provide a faster time to market for our customers via lower TCO, tighter integration and higher efficiency. Our Business Intelligence practice derives data from one of these systems and provides a 360 view of the customers, allowing for higher top line results.
Our practitioners are very knowledgeable in customizations, enhancements, upgrades & migrations and
implementations. We can strategically apply our expertise in any of the following areas: customer and citizen relationship management, sales management, marketing management, campaign management, customer self service, contact center and service, customer loyalty, partner management, social CRM, quote and order management, price management, financials and federal financial management, distribution management, human capital management.

Mobile/Wireless Application development

The numbers of handheld applications are rising exponentially and most companies realize the strategic
importance of being connected to their customers via handheld devices and tablet computers. Mobile devices are on the forefront. We will help you plan and execute your mobile strategy so that you communicate effectively with your customers and provide them with just in time information about your products and services. The challenges are very many ranging from multiple mobile operating systems to devices and standards. As the number of users grows exponentially, scalability and reliability come to forefront. Then there is the imperative need for security. Our expertise in mobile computing will help overcome these barriers. We are product and platform agnostic. Our expertise will help you select the platform best suited for your needs.
We will help you with the conversion of your existing applications to the mobile applications and test them thoroughly against several platforms. We will deploy architecture that will enable you to send SMS alerts and other just in time information to your customers.

Platform expertise:

• Android
• iPhone
• Windows Mobile
• Blackberry
• PALM
• iPAD

Development technologies expertise:

• Java
• Objective C
• NET Compact Framework – C#, VB.NET
• Flash Lite – ActionScript