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CRM Process Consulting for a Leader in Metering Solutions for Utility and Telecom

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


Solution

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

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