CRM

For companies in all industries, the task of finding, acquiring and retaining customers is a bigger challenge than ever before. Businesses must make the most of information available via customer interactions by systematically obtaining, maintaining and sharing it across all customer touch points. To maximize returns from their customer relationships, and the customer information they acquire, many organizations are adopting industry-accepted business models and best practices.

However, ensuring a successful CRM Implementation requires extensive knowledge of the industry, and technology solutions available in the market.

ERP Global leverages its CRM implementation and CRM integration expertise to help customers extract maximum value from CRM investments and make the most of customer interactions and relationships. We provide CRM consulting services to help clients adopt appropriate industry-specific CRM best practices, which can be incorporated into scalable packaged applications, hosted solutions, and custom-built applications.

Most of all, we help you navERP Global through the technical and organizational challenges for CRM implementation, CRM integration, and application care and lifecycle management to speed time-to-value and enjoy lower total cost of ownership.

ERP Global has gained world-class CRM implementation expertise by partnering with global clients in diverse industries — including high-tech and manufacturing, consumer goods, telecommunications, insurance and financial services — to execute CRM initiatives. As a result, we give our CRM clients the advantages of:

• Domain experience
• Strong relationships with leading CRM solution vendors, including Siebel Systems, SAP, SalesForce.com and Microsoft. Proven expertise in Pega Chordiant solutions.
• Proven deployment and change management methodologies
• Suite of in-house tools

Our value-added services include:

• Enterprise CRM Consulting
• CRM Implementation
• CRM Integration
• Upgrade and Migration
• Application Care

We understand that CRM initiatives reach across functional boundaries. That’s why ERP Global blends superior industry expertise with technological excellence to deliver seamless CRM solutions that meet industry-specific requirements. We have helped our clients address a range of CRM implementation issues across industry and technology domains.

Our CRM implementation expertise spans many functions critical to the success of CRM initiatives:

• Sales planning and monitoring, lead management, revenue and product forecasting
• Product configuration and pricing, order entry and fulfillment
• Retail and trade marketing & distribution
• Field personnel deployment, service inventory optimization, repair and returns integration
• Agent and dealer management
• Marketing campaigns and telesales, customer response management
• Customer care and provisioning enablement
• Complex order management
• Billing front-end
• Fraud management front-end.
• Customer, Sales & Service Analytics
• Mobile enablement for Sales and Service

ERP Global’s CRM Software Competencies

ERP Global has demonstrated competencies in industry solutions like Oracle Siebel, Pega Chordiant, SAP CRM, and salesforce.com. The company has also developed extensive functional and technical knowledge in Microsoft Dynamics.

Oracle Siebel

ERP Global’s CRM Practice has been successfully delivering Siebel projects across all key industry verticals including banking, financial services, insurance, life sciences, manufacturing, media, retail, telecom and utilities among others. ERP Global’s Siebel CRM expertise extends across the entire enterprise application life cycle – from assessment and implementation to maintenance and upgrades, and for all key Siebel Modules like Sales, Service, Marketing, Loyalty, Analytics, and Handheld solutions. ERP Global has been recognized as world-class team by Siebel products and services group and has an unrivaled success record across all Siebel Partners and all SI Classes.

SAP CRM

ERP Global has provided its customers with services covering the entire SAP CRM lifecycle i.e. consulting and system integration, implementation, integration and global roll out, application upgrade, application management etc. Leveraging the blend of domain, functional and technical competencies, ERP Global has emerged as partner-of-choice for high value SAP CRM implementation and global template development for multi-country roll-outs.

Our business case driven implementation approach supported by our world-class implementation methodology helps us to deliver an optimum solution to drive business efficiency. Some of our key competencies in SAP CRM are

SAP CRM competencies

• Marketing
• Sales
• Service
• Contact center
• E-commerce
• Analytics

Salesforce.com

ERP Global is a registered consulting partner for  saleforce.com, the leader in the Web-based, on-demand CRM solutions space. This enables us to offer enterprises critical business applications and customer data at their fingertips, without long winding implementations and associated support hassles or the astronomical expenses associated with investing in new enterprise technology. With our certified AppExchange capabilities, companies can integrate their SalesForce.com CRM seamlessly into their operations. Our capabilities with Force.com enable customers gain instant CRM benefits without worrying about infrastructure management by leveraging ERP Global’s traditional strengths in enabling enterprises get onto the Cloud.

Microsoft Dynamics CRM

ERP Global leverages its domain expertise,  technological capabilities and Microsoft Silver Partnership  to provide consulting, implementation upgrade and support services around Microsoft Dynamics CRM. The company has demonstrated capabilities in the following functional areas

• Sales process improvement
• Marketing and service automation
• Customer service
• Analytics and reporting
• Integration with SharePoint Portal
• Mobile CRM
• Microsoft Dynamics – Implementation

ERP Global – Advantage

• Strong industry focus allows us to deliver solutions across the entire industry value chains
• Investment in frameworks, methodologies & tools
• Established global delivery capability and flexible engagement models
• Collaborative relationship and multiple touch points with CRM software vendors
• Deep  and continuously expanding micro-vertical expertise
• Repository of re-usable assets, templates, frameworks, solution accelerators, methodologies and processes to ensure consistency, quality, speed and price advantage
• Focus on innovation; investment in CRM labs for innovative solutions
• Industry-specific business solutions frameworks supported by ERP Global Industry Practices e.g. atoms

ERP Global offers a broad range of services and engagement models that help our clients define and then achieve their CRM objectives. Our CRM implementation experience includes packaged solutions like SAP, Siebel, Oracle CRM, Pega Chordiant, Salesforce.com, and Microsoft Dynamics etc. ERP Global’s CRM implementation methodology combines our experience in implementing CRM solutions across a range of industries, with our knowledge of best practices that are adopted in the industry. This has helped our clients achieve successful CRM implementation in a short time. We can also integrate bespoke Web applications that support customer touch points. ‘ERP Global’ provides its clients a full range of CRM implementation services which help them create long term value.

Our portfolio of services includes:

• Enterprise CRM Consulting
• CRM Implementation and Global Roll-out
• Integration
• Upgrade and Migration
• Application Care

Enterprise CRM Consulting

Our specialized methodologies help clients create a CRM roadmap that systematically describes overall CRM strategy and defines specific goals.  In cases, where organizations have been unable to realize the anticipated value of CRM investments, we help by developing and implementing an improvement program. We also conduct architecture reviews, repository audits and application tuning to identify and remedy sub-optimal configurations. In short our CRM consulting services include the following:

• CRM strategy definition
• CRM software evaluation
• System audit
• Architecture review
• Application & database tuning

CRM Implementation and Global Rollouts

Our domain expertise, proven methodologies and extensive technical knowledge help customers build integrated solutions for sales force automation, marketing, customer contact centers and service deployment. Our CRM implementation methodology is designed to ensure maximum returns on CRM investments, while minimizing risk.  Our CRM implementation practice supports projects of every size – from limited CRM implementations like a customized lead management solution to full-cycle projects such as implementing a consumer response center.

Integration

ERP Global has a comprehensive suite of services that streamlines the integration of CRM applications with ERP and legacy systems. We help clients select and implement interfaces using middleware packages like IBM MQ, webMethods and TIBCO.

We also offer integration services for wireless handheld devices and CTI configuration and deployment for customer contact centers. In addition, ERP Global builds analytic databases/data warehouses and business intelligence systems to support comprehensive reporting systems. In summary, we leverage following activities, based upon the need of the client.

• Customer data integration
• Integration of CRM with other ERP systems
• Implementation of interfaces using middleware
• Integration with Wireless handheld & CTI devices

Upgrade and Migration

ERP Global services streamline system upgrades and migration — minimizing the disruption to business operations. We have experience in helping clients upgrade to Siebel 8.x from Siebel 7 and earlier versions. Our upgrade methodology and quality assurance process help clients take full advantage of new features and ensure post-migration data integrity.

When clients have many stand-alone legacy applications, we often recommend application consolidation. We help clients define and execute a phased plan to replace aging systems with systems that provide real-time throughput at a lower total cost of ownership. ERP Global helps clients realize rapid return on investment by progressively deploying functionality while systematically eliminating isolated application instances.

• Version Upgrades
• Data Migration
• Systems Consolidation
• Archival

CRM Application Support

The CRM application support and maintenance services offered by ERP Global help clients ensure application availability and effectiveness. We work with clients and other technology vendors to define service levels, and facilitate a fast, smooth transition of knowledge — letting clients quickly take complete application ownership. ERP Global support services utilize resources from our global delivery centers to meet required service levels.

• 24X7 service desk
• Functional and technical support
• DBA support
• Integrated L1, L1, L3 Support
• System administration
• Enhancements change request management
• Release & configuration management

Siebel CRM Life Cycle Services

Over many years, Oracle Siebel has emerged as one of the most functionally complete and ‘feature rich’ CRM solutions on the market. It has got a wider footprint across all sectors as its industry-specific applications can be easily configured to meet specific business needs of the company.

ERP Global has partnered with Oracle, to help clients effectively anticipate and respond to customer behavior across all channels, in real-time. Enterprises can engage with ERP Global to benefit from its partnership with Oracle to improve its overall customer experience, reduce customer churn, minimize retention spend, address issues like account management, campaign management or call center interactions, and increase revenues from individual customers. The company offers the following services.

Siebel implementation and global roll-out services

Siebel implementation offering enables clients to successfully implement a Siebel solution and effectively manage its customer relations. ERP Global provides comprehensive services for all the phases in the Siebel implementation. We leverage our onsite-offshore methodology to provide cost effective implementation solutions by carrying out effort intensive activities like configuration, validation etc. at our global delivery centers.

Our Siebel implementation services are enabled by our implementation framework comprising, industry best practices, solution blueprints, implementation roadmaps, reusable components and proof-of-concept and working prototypes. We offer comprehensive services across the implementation lifecycle ranging from business analysis, configuration, customizations, system integration, testing, and end-user training.

Siebel Upgrade and Migration Services

ERP Global Siebel Upgrade Services can potentially help enterprise achieve 30% TCO reduction while leveraging functional, technical and usability enhancements. We follow a business case-driven approach, which helps our clients justify the investment through specific business outcomes. We work with client’s business teams to identify upgrade risks and challenges, and present an upgrade/migration roadmap in line with the client’s business objectives.

Our migration services are backed by a proven methodology and solution accelerators that ensures risk- free, accelerated and cost efficient solution.

• Our Upgrade and migration services include:
• Migration from Siebel (4, 5, 6, 7, 7.X) to Siebel current version
• Comprehensive migration solutions from Siebel legacy or non-Siebel CRM to Siebel current version

Value proposition:
ERP Global Siebel Upgrade Services are enable clients to:

• Gain from an upgrade methodology that offers accelerated upgrade cycle and 25-30% reduction in efforts and associated costs
• Further reduce the TCO with our onsite/offshore model
• Leverage upgrade tools, accelerators like repository analyzer, script analyzer, customization assessment tool, library of upgrade technical alerts and notes etc.
• Ensure business continuity with minimal system downtime
• Seek minimal involvement of internal resources from your side

Siebel CRM Testing Services

Our Siebel CRM testing offerings can help enterprises manage Siebel testing challenges so clients can focus on the strategic business and technology initiatives. We adopt a proven and systematic testing approach to provide application quality and speed in a cost effective manner. We have a pool of certified testing professionals with Siebel CRM Knowledge from various domains, who ensure increased functional availability, system performance and user productivity. Some of the key benefits of our Siebel CRM testing services are

• Dynamic capacity planning for just-in-time team ramp up
• Accelerated time-to-market
• Expert testing focused on reducing cost of development
• Reduced cost efforts in test environment management

Siebel Application Management & Support Service

We offer comprehensive Siebel application management services, which include functional and technical support, bug fixes, performance tune-ups, system administration, data base support and application enhancements. Over the years, we have developed deep competencies and proficiency levels in supporting Siebel CRM, OBIEE and Siebel analytics. Our services focus on reduction in total cost of ownership, minimizing application down-time, and ensure stable performance.

Our outcome-based, SLA-driven model for Siebel support provides companies significant cost savings by optimizing applications, improving service delivery, and leveraging best practices for continuous process improvement. We also offer the clients with the option of leveraging our shared services for application support of Oracle, Siebel, PeopleSoft and Hyperion.

Our value proposition:

• 24X7 service desk based on single phone call model
• ITIL compliant service execution
• Immediate reduction of 20-25% in support costs
• Additional savings of 5-8 percent spread across the contract duration
• Service levels commitment for year-on-year improvements