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Customer Relationship Management (CRM)

Offer rich experiences to retain customers and improve brand awareness

Meeting Today’s Business Challenges

Today’s customers are armed with more information, more choices and more leverage than ever before—and their reach has never been greater. With razor-thin switching costs and little loyalty among end consumers, it is critical to provide customers with the rich, personalized, anytime and anywhere experience they expect in order to retain them. An inability to provide this type of experience can directly impact a company’s brand and profits as customers opt for competitive products and services.

To compete and innovate, businesses not only need a 360-degree view of the customer, they need to break down information silos and make this view consistently available across sales, marketing and customer service. In this way, customers can have a consistent unified experience at each touchpoint and personalized interaction regardless of the communication channel.

Process First, Technology Second

HCL’s focus on traditional CRM systems and solutions and forward looking Customer Experience Management (CXM) strategies enables business process optimization through an outside-in perspective.

HCL’s Customer Experience Management strategies and solutions help our clients think strategically about CXM through a “process first, technology second” approach. We are able to provide our clients with an effective and measurable CXM strategy based on upfront strategic consulting—including business-case development, road map and blueprint development, process re-engineering and capability maturity modeling. We build on that strategy with end-to-end implementation and support, backed by close industry partnerships with Salesforce.com, Oracle, Microsoft, SAP and others.

Taking advantage of agile private and public cloud solutions is a cornerstone of our strategy. The very latest in CRM cloud enablement helps our clients quickly determine readiness and develop an actionable road map for moving to the cloud—and leverage all the agility and cost benefits that come with it. Our industry-leading Oracle/Siebel and SAP CRM offerings mean customers in industries that demand on-premise solutions can continue to enhance their CXM capabilities.

Our CRM and CXM service offerings are supported by the following solutions:

Managed Experience, Measurable Results

HCL maintains a focus on measurable business benefits throughout the development and implementation of its CRM solutions. These benefits include:

  • Increased brand awareness
  • Enhanced lead generation and qualification
  • Increased sales through improved closure rates
  • Improved customer satisfaction
  • Faster time to market
  • Increased customer retention and loyalty
  • Improved customer service with faster resolution

Partners in Innovation

HCL maintains strong partnerships with leading CRM vendors, enabling our clients to benefit from trusted expertise and insights.  Read more about our partnership capability.

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