CIOTechOutlook >> Magazine >> May - 2014 issue

CRMIT Solutions: Cloud Enabling the Next Generation Customer Experience!

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New generation of consumers have come to expect a great customer experience when they interact with brands. Not so long ago, businesses assumed that the only key to success was product quality. However, the advent of social media and real-time interactive feedback via the Internet changed what is expected from a relationship with your business. Companies that closely manage the customer experience have taken a rigorous approach to resetting service levels and, in some cases, are saving money without degrading them or customer satisfaction.

Declining positive customer experiences in the recent past, have put banks at risk of losing customers and profitability. This downshift underscores the challenges, banks are facing in meeting the evolving demands and high expectations of digitally-savvy customers. One of the leading global financial institutions with over 1700+ branches recently sought to unify customer experience engagement channels, and business units. More specifically, they needed to institutionalize and leverage the 360° customer view to maximize up-sell and cross-sell potential.

CRMIT Solutions offers companies to enable their customer journey from everywhere the customer belongs, across both assisted & self-assisted channels including web, social, mobile, and contact center channels. With over 200+ certified CRM/CX consultants and over 250+ successful CRM deployments globally across 25 countries, CRMIT Solutions offers a range of CX extensions and migration utilities for various CX cloud environments including marketing automation, sales force automation, service automation and social media enablement.

CRMIT Solutions, under the leadership of Vinod Reddy (Founder & CEO – CRMIT Solutions) has seamlessly standardized the CRM platforms and processes, reducing multiple systems for front liners for all of the 1700+ branches of the banking institution.

Driving Cloud Adoption through User Adoption
Every user adoption program drives an innovation at CRMIT Solutions – It is the businesses that are driving the innovation deriving clear benefits from cloud adoption in the form of continuous innovation and their agility to yield competitive advantage. Cloud services are beginning to be adopted and users are seamlessly integrating these especially for field forces across all their devices. In an increasingly mobile pattern of business today customers are compelled to accept and adopt this mobility platform. In fact are squeezing cost from their value chains, focus on their core competencies and services via the cloud. With all this in mind, customers are looking to gain competitive advantage from a core benefit of the cloud, namely continuous innovation by passing it along to their customers in the form of faster time to market and responsiveness to market needs. Such innovations at CRMIT Solutions are lead by co-founders, Venkatesan Sundaram (Sr. Director – Consulting & Customer Experience) and Naga Chokkanathan (Sr. Director – Innovations).

Vinod, an MS in Computer Science & an Engineering alumnus from the University of North Texas, started his career, working with data science specialists in the US. One of the major noticeable challenges was that most of the solutions developed were downright expensive. “At that time, I was thinking of ways to bring those technologies to emerging markets such as the APAC countries. Naturally here there is a need, but the upfront investment is the biggest challenge,” says Vinod.

However, after the advent of Cloud Platform, Vinod moved from on-premise solutions to the cloud world where the team actively explored moving into newer verticals such as travel and BFSI to name a few. He brought his experience from his technical and management positions in the past including those from American Airlines, BroadVision and Sabre Holdings into the CRM space. “We wanted to bring the potential of effective CRM solutions into a low cost environment to other regions; and the cloud was the ideal platform. That’s how we started our journey,” says Vinod.

Battling Public & Private Cloud CRM Challenges
Data security, migration and integration of legacy and on-premise systems with cloud applications, and lack of user adoption are the biggest pain points and roadblocks to a cloud adoption. CRMIT Solutions, identified these challenges to define, design and develop proprietary methodologies backed mainly by the team’s decade strong expertise and experience in the industry.

For customers to realize fast track implementation with minimal risk and maximum ROI, CRMIT offers Fixed Scope Offerings (FSO) including rapid startup, configuration, testing and deployment of multiple cloud modules enabling Go Live in less than 5 weeks. The certified consultants, solution architects, implementation, sales, presales and support specialists help client steer in the right direction and avoid the common pitfalls which often delay implementations.

CRMIT has to its credit one of the largest e-commerce solution integration in the APAC region and also the largest cloud CRM deployment globally. This gives the company the edge over competitors in connecting the on-premise applications to the cloud seamlessly, where the CRMIT expertise is reflected in every step of the deployment mechanisms. CRMIT Solutions has partnered with Oracle and is the Platinum level member of Oracle PartnerNetwork. CRMIT provides end to end expertise on Oracle Customer Experience solutions and the association had indeed positioned CRMIT strongly ahead of other competitors in the space of next generation Customer Experience solutions.

Mobile & Social to Lead Cross-channel Customer Engagement
More than three-quarters of consumers use two or more channels to browse for, research and purchase products. More importantly, 85% of shoppers expect the shopping experience to be consistent and personalized. Customers today are more information-enabled and mobile, and have higher expectations than ever before. They demand services that are always on and accessible from a range of touch points, including smartphones, tablets, retail kiosks and of course social media. While unifying the experience and personalizing the journey makes for a happy customer experience, maximizing the engagement is the frosting on the cake.

Moving on, being one of the largest cloud CRM deployment partners in the industry today with more than 250 deployments globally, CRMIT Solutions backs its experience, with keen focus on customer engagement and satisfaction to steer ahead of competitors.

Ever since deploying its first Mobile CRM solution in 2007 for a large enterprise in the APAC region, the company has been constantly refining its offerings in sync with the ever demanding requirements of the customers and the emerging markets. “While we continue to pioneer in the migration and integration space for Cloud based CRM, our broad push for on-premise / hybrid environments to scale up on the cloud adoption through a well-defined cross channel customer engagements.” says Dinesh Poduval (Director Global Marketing, CRMIT Solutions). “Customers are digital nomads who increasingly switch channels during their journey. CRMIT’s Mobile & Social solutions are the dominant global connectors for our customers today for cross channel customer engagements.”


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