Success Stories
CRM Process Consulting for a Leader in Metering Solutions for Utility and Telecom
The customer is a leader in metering solutions for Utility and Telecom industry.
Area of Engagement
CRM Process Consulting and definition of a roadmap for implementing a leading CRM suite.
Customer Need
Customer's inorganic growth had lead to disparate business CRM processes and created the following problems
- Customer Satisfaction reporting was not possible due to disparate data and processes
- Lack of unified marketing processes lead to disparate messages to the customer and increase marketing expenses
- Multiple call centers with independent process made consolidation of customer service data difficult
- Consolidation of an enterprise sales forecast was difficult and inaccurate
HCL Solution covered the following
- "As Is" Analysis for the existing business processes
- Identification of the process issues, challenges and user expectations
- "To Be" Process definition in order to consolidate process across division
- Definition of a Master Data Management road map for Customer and Product Master
- Road Map for implementation of a leading CRM suite
Value Delivered
The value delivered through the engagement included
- Realignment of process to the industry best practices
- Unified customer service processes across the organization
- Improved sales forecasting through adoption of same sales methodology across business units
