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HCL's Sales Management CRM solution enables a 50% reduction in incident rates while improving user satisfaction

HCL's Sales Management CRM solution enables a 50% reduction in incident rates while improving user satisfaction

Background

  • The airline has strong presence in South East Asia, East Asia, South Asia, and the "Kangaroo Route" markets. It is recognized as the World's Most Admired Airline and was ranked 27th on Fortune’s “World’s Most Admired Companies in 2010”
  • Over a 2 year period and with a 30 member team, our areas of engagement spanned:
    • 24x7 application maintenance, support and enhancements across various functions
    • Global rollout of Microsoft CRM
    • Corrective and preventive maintenance, technical support for upgrades, business process improvements, and technical advisory for all applications
  • SLA compliance of 99.3%
  • A proactive study undertaken to optimize the applications portfolio
  • Enhancements quality with a near zero defect track record

Challenges/ Objectives

  • The airline was looking for a solution that would automate its Sales Management function in 7 regions across the globe
  • The application is to become a way of life for over 400 Sales Force employees across the world
  • The solution was required to facilitate the airline’s operations, and efficiently manage its contacts, accounts, and leads/opportunities, while interfacing with its legacy applications
  • The solution was also expected to provide deeper insight into customer performance trends

The Solution

We helped automate the airline’s sales management function through an effective CRM solution that is leveraged in 7 regions across the globe, and by over 400 sales force personnel.

  • Provided Application Maintenance & Support services across various business processes including: Marketing, Flight Operations, HR, Finance, Cargo, and Cabin Crew
  • The CRM Project involved:
    • End-to-end Project Management
    • Microsoft Dynamics CRM 3.0 Application Design with customization and configuration
    • Integration services with legacy applications (Web logic and J2EE platforms)
    • Global Rollout - For 7 regions across the globe - the Americas, Europe, North Asia, South East Asia, South West Pacific, West Asia and Africa
    • Providing End User Training
  • We also provided them a 6 month warranty option

Results/ Benefits

  • Results of maintenance and support across business processes:
    • Significant process improvements and well documented Incident Management Processes
    • A 50% incident reduction rate in the Finance application
    • Top failure rate reduced by 30% in problem management
    • A 30% improvement in productivity in Incident Resolution resulting in improved customer satisfaction scores
    • A proposed reduction in Application Portfolio size by 10%
  • Results of the CRM project:
    • A unified view of customer and agent accounts and the complete automation of the sales process; Standardized sales processes for regions across the globe
    • Enhanced dashboard and reporting capabilities, enabling deeper insight into customer performance
    • Personalized and effective customer interaction ; Efficient management of accounts, leads, contacts and opportunities
    • Seamless integration with legacy applications have enhanced data visibility and improved user productivity
    • Ease of user adoption

Snapshot

  • Vertical: Travel, Transportation & Logistics
  • Micro-vertical: Travel
  • Service Areas: Application Maintenance, Support & Enhancement; Global Rollout; Applications Consulting;
  • Technologies: Microsoft Dynamics CRM 3.0, [Database] SQL Server, [Integration Method] - Web services

Know how HCL can develop CRM applications that can be effectively used to drive growth in an organization.

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