Skip to main content Skip to main navigation Skip to search Skip to footer

CRM Transformation Service Offerings

  • CRM Assessment: This service is to help our customers assess their existing processes, do a gap analysis and benchmarking to find out improvement opportunities and then make recommendations for process improvements through business cases.

    Advantage HCL CRM Practice

    • Clear understanding of the organization objectives, business environment
    • Identifying CRM success measures and the key CRM drivers
    • Comparison of current state & desired state in terms of success measures
  • Business Process Improvement: The objective of this service is to help our customers’ transition to more optimized processes by identifying the root causes for the customers pain points and re – designing the business processes by identifying the gaps and analyzing issues.

    Mode of operation

    • Identifying the root causes for the customers pain points
    • Transition to more optimized processes
    • Re – designing the business processes by identifying the gaps and analyzing
  • Package Evaluation and Selection: The service analyses different packages based on the business needs. The selection of the package is mainly focused on to gain feature capabilities, reduced operational cost and improved process capabilities..

    Mode of operation

    • Analyzing different packages based on the business needs and fitment
    • Package selection aimed at gaining feature capabilities, reduced operational cost and improved process capabilities
  • Decision Support Services: The objective of the service is to help the client to analyze the existing data and help them take informed decision.

    Mode of operation

    • Analyze the existing operational, tactical and strategic data to gain valuable insights
    • Provide inputs to the senior management thus enabling them to take informed decisions
  • CRM Implementation, Roll out and Support: This service is to help customer to plan and execute the sales and marketing programs, offer customer support and training, measure the business benefit realization

    Benefits to the client

    • Help customer plan and execute the sales and marketing programs
    • Customer support and training
    • Measure the business benefit realization
  • Call Center Consolidation & Standardization: This service is to evaluate call centre maturity, redesign call centre and optimize the performance of call centre.

    Mode of operation

    • Evaluation of call centre maturity
    • Redesigning the call center and optimize the performance of call centre

Tools and Methodologies

HCL offers different methodologies and tools for analyzing different business needs.

  • SPACIA : Process Standardization
  • Ez-Select: Package Selection Tool
  • Wings: Process Repository
  • CC-MAT: Contact Center Maturity Assessment Tool
  • CRM–TQ: CRM Assessment Tool
  • CEM Framework

Key Success Stories

The group has enjoyed repetitive accolades across all the engagements and most of the work done has also been appreciated with extension of HCL scope or agreement for future engagements. Following is a snapshot of the group’s key engagements

  • Enterprise wide CRM & contact center landscape assessment/consolidation and roadmap definition for a global pharmaceuticals / life sciences company
  • CRM diagnosis and process standardization and implementation at leading education and publishing department
  • Business process re-engineering for a large water utilities company
  • Enterprise wide process re-design for a telecom major
  • CRM process definition and package evaluation for leading Asian passenger automotive distributor
  • Implementation of a Decision Support system for a global medical devices major
  • Evaluation/assessment of Sales Force Automation (SFA) implementation and quantifying the actual business benefits realized for a leading flow control equipment manufacturer
Kontaktieren Sie uns
MAX CHARACTERS: 10,000

We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.

We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.