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 Case Study 1 - Paper Less Office! Better Customer Relation Management Solution
 Case Studies
Paper Less Office! Better Customer Relation Management Solution Case Study 1
  Paper Less Office! Better Customer Relation Management Solution
Dynamic Content Management Solution Case Study 2
  Dynamic Content Management Solution
Agent Recruiting Management Solution Case Study 3
  Agent Recruiting Management Solution
Client Management System for Call Center Case Study 4
  Client Management System for Call Center
E-mail Marketing Application Case Study 5
  E-mail Marketing Application
   
 
 Customer
A leading financial services firm, offers asset management and related investment services to individual, corporate and institutional investors. In order to effectively serve key financial marketplaces. The Company has made significant investments in a financial network of electronic properties hosted on the Internet.
 The Challenges
The Company had been operating in a paper intensive environment and struggling with Customer Relation Management (CRM) solution. The current system needed to be revamped so that a more efficient and productive environment could be created and to build a higher success ratio.

This is particularly relevant when considered alongside the results of a study by Conning & Co - "Insurance & Technology - Leveraging the Drivers of Competitive Advantage" which showed that the average office worker maintains 20,000 pieces of paper and spends between 7-25% of the day searching for necessary information, a percentage of which is often missing or incomplete.

The following objectives were identified for the system:
Integration of CRM and work flow management tools for better customer management and improved customer service.
Integration of CRM and work flow management tools for better customer management and improved customer service.
Integrated database with information and documentation that was easily accessible.
Integrated database with information and documentation that was easily accessible.
Automation of the lead collection interface with the task management and multi-functional communication tools to bring about seamless connectivity to smoothen out work and process flows.
Automation of the lead collection interface with the task management and multi-functional communication tools to bring about seamless connectivity to smoothen out work and process flows.
Integration of the contact management center, virtual document management center and marketing automation.
Integration of the contact management center, virtual document management center and marketing automation.

 The Solution
We were involved in this project from start to finish.

We evaluated tools in the areas of customer relationship management, workflow management, document management and marketing communications. The LeadOrganizer was customized to the client's specifications.

The client now has a customer related history of events, customer interaction, personal information and documents related to the investment services. These are available to the client online from any computer anywhere. Client is now able to access the information at their office, at the customer's home or any other location.

In the event clarifications are needed, the client was able to revert to his customer immediately without having to say, "I will get back to you with that information at a later time."

The LeadOrganizer's virtual document management center with the personal contact manager and multi functional communications tools ensure an e-office with high satisfaction levels from the client's customers. Client was also able to communicate via sending emails, participating in text chats, and making phone calls all from within LeadOrganizer.

All this has been ensured through web enabled services and electronic communications, thus bringing paperless office operations into the realm of reality for small and medium businesses.
 Duration of the Project
Final version of this project was handed to the client in 4 weeks. This included real time testing and making additional changes from client's requirement.

We provided onsite training to all employees.

 
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