InfoCumulus approach to CRM solutions
- Identification of business goals
- Development of key business stakeholders
- Executive support
Customer relationship management (CRM) is a business strategy with main objective to increase revenue, profitability and customers’ satisfaction. Customer relationship management includes all key business roles inside organization and all important business processes that helps organization in tracking information about customers, sales, marketing effectiveness and market trends. When you start thinking about CRM in your organization, you have a lot of options, and even more choices.
The key point of any CRM project is to define long-term roadmap – it’s hard to focus only on one business area or department when talking about consumers I 21st century. By developing CRM roadmap you’re putting focus on your implementation efforts with clear vision of desired future organization.
If you do not plan, you plan to fail. Before any successful implementation of CRM system there is a need for detailed functional specification of the future solution. We will put your CRM in your business context; define use case and scenarios, internal and external users and stakeholder, identify key processes and describe them on high level.
After AS-IS analysis of your current business and IT infrastructure, processes and entities and their relationship, we will suggest improvement that will lead you to the CRM system that will bring benefits to your organization, whether you deal with other businesses or end customers.
One of the main powers of IC is expertise in customer relationship consultancy. Contact centers are main communication channels for companies that offer their services to large number of customers. Often, they established their contact centers with little or no planning leading to bottlenecks in peak hours.Our service includes all major planning tasks from analyzing existing communication channels and pressure, dimensioning contact center regarding this data and wanted quality of service, analyzing processes and recommending improvements and writing functional specifications for software that supports operations of the contact center. Our references include leading national utility companies and public sector.
InfoCumulus expertise has grown on various consulting and IT deployment projects. Our services start with business analysis and finish with IT roadmap – identification of IT projects required to run in order to maximize benefits of your CRM system. In order to drive you from start to finish of CRM Roadmap project we are analyzing CRM processes and activities, managing interviews and workshops with key stakeholders and align implementation plan with your existing business and IT initiatives. Such project should answer on following questions: who should be stakeholders, what is expected budget, implementation timeframe and what technical challenges should you answer during implementation.
Specifics of any implementation of CRM system is that after months and months of efforts invested in implementation and reaching launch stage, you’ll face some of usual challenges:
• CRM system is not used on expected level
• Data entered in system is inconsistent and with doubtful quality
• There are still other tools (Excel, Notebooks) that reflect “real” data and insight
• CRM is not becoming operating tool, rather only reporting tool
• People don’t like to change their habits, even if there is clear benefit for theme on a long term run
In CRM adoption project, we are combining technical, process and organizational improvements in order to maximize adoption of CRM system. Usually, it means that we are trying to define internal “CRM adoption” activies by including gamification, providing sales ecosystem enterprise collaboration tool, process improvements, regular analysis
„CRM roadmap has enabled us to put Customers in the focus of our business and start Dynamics CRM implementation, which is now covering important aspects of our operations in B2B domain, from customer segmentation, telesales to all relevant B2B processes and reports. To make a holistic customer journey, we are currently implementing Dynamics 365 which will also cover B2C customers, from segmentation to complaint resolution.“