Highly patched and customized CRM solution leading to loss of functionality and increase of complexity.
Solution.
Discovery, Assessment, and migration to green field deployment of Oracle CX for the following areas
Marketing
Sales
CRM
Coforge engaged SMEs to conduct a ground-up review of customer’s existing CRM implementation for gaps, developed improvement roadmap, and implemented solutions covering the following areas:
Master data
Omni Channel integration
Updated Training & Process documentation
Migration and rationalization of data
Post implementation of Managed Services solution covering L1 to L3
The Impact.
Reduce Customer Acquisition costs by 20%
Enhance Consistency at each touch point
Increased market share based on sales team efficiency and data reliability
