Overview
The organization is a diversified financial services group with interests in housing finance, consumer finance and personal wealth with a Net worth of $ 4 Billion
Business Pain Points
- The customer had implemented an earlier version of Microsoft Dynamics CRM which is outdated from both UI as well as Functionality perspective
- No application access over Mobile, Tablet and other Devices for the field force
- The solution wasn’t flexible enough to adapt to the changed paradigm of the business and the Users
- Lack of Process Flows for both the Sales as well as Customer Service departments of the organization
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Solution
- The customer implemented Dynamics 365, Customer Engagement plan to provide a complete view of the customers starting from Lead Management and up to Customer Service along with Mobility and Social
- The application was upgraded as well as the new features and functionalities were added to make the solution more relevant for the business as well as Users
- Integration with Website and Computer Telephony for comprehensive view of the Customer along with all their Transactions and Service Requests
Benefits
- Significant improvement in productivity for the Field Sales Force as well as the Customer Service Team hence leading to an increase in Customer acquisition and higher Customer Satisfaction levels.
- Role based Dashboards and rich Analytics to provide the management with relevant data to ease decision making.
- Enabling Mobile Access and Integration with Social Media to capture Leads from these channels.
