flat world crm booklet

8/8/2019 Flat World Crm Booklet

http://slidepdf.com/reader/full/flat-world-crm-booklet 1/30



Wo r l d



F l at W o r ld C R MI n f o s y s ’E n d - t o - E n dC R MA p p r o a c h

Flat WorldCRM is Infosys’com prehen siveC R Mapproach

to help our clientsW in in the Flat Worldthrough Innovation,Speed

and Pr edictability.

Flat W orld CRM is designedbased on experiencegainedthroughhundredsof engagementsaroundthe world

in key focusindustries ,leveragingour Global

DeliveryModel,and passionfor innovation.

2 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at W oI n f o s y s ’E n d - t o



C R MP ra c t ic eP r i n c ip le s …

C u s t o m e rVa lu e Createcustomervaluethat keeps our clientscoming back

I n d u s t r y Pro videdeep indu stryexp ertise& ind ustryspec ificsolutions

S e r v i c e s

Deliver consistentend-to-endofferingsto help thru the entire

lifecycle, anywhereon the globe

R O IBringthe best in insightand thoughtleadershipto createeffective & efficientCustomer-CentricOperations

Peo p le

I n nova t i o n

Growand trainwo rldclass consultantswithcompetenciesan dskillsets to matchmarketdemand

System atica llyfocuson innovationand cus tom ervaluetocreate sustainablecompetitiveadvantages



1 C R MVision

In fo sys Performs

In 200 7,Infosysbeca meth e 1st IT Consu ltingand Service scom pany, wo rldw ide,to be inductedinto the H

of Fam ef or St ra tegy Ex ec ut ion. Thisaward is institutedby the BalancedScorecardCollaborative,USA

is assessed by a juryh ead ed by Dr. Ro bert S . Kapla n(Ha rva rdBusin essSchool).

Infosyswork s withlead ingglobal Fortune500 clientsto assist them in aligningtheir

businessobjectivesand technologyinitiatives throughvisioning, planning,and

executionof cost-effec tiveC R Mstrategiesfor sustainablerevenuegrowthand

superior customer experience.

C R MS t r a t e g i cA l i g n m e n t

C R MVi s i o n i n g

C R MB u s i n e s sC a s eD e f i n i t i o n

C R MO p e r a t i o n a lD e s i g n

C R MR o a dM a pD e f i n i t io n

C u s t o m e rE x p e r i e n c eS t ra te g y

4 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at WI n f o s y s ’E n d -



E x e c u t i onCR M V i s i onCR M

CRMg a n i z a t i on

I n n ovat ion To t a l

S p e e d

P e r f orCR MO r CR M m a n c e

Da taCR M

P r e d i c t a b i l i t y CRMa t i o n sCR M O p e r

Tech n o l o g y

L A G G I N GM A I N

S T R E A ML E A D I N G P I O N E E R

A

Thefullbenefitsof CRMcan be derive don ly by aligningbusine ssobjective s,customeropera tion s,and

und erlyingprocesses and technologies. Throughits CRMVisionservices,Infosyshas helpedmany

clientsachieve desiredbusinessobjectivesand convertC R Minvestmentsinto tangible benefits.

⇒ PragmaticCR Mstrategy, vision,and road

map alignedto tangiblebusiness benefits

⇒ OrganizationalCRMmaturity, maturity

VISIONINGBESTPRA CTICE:E X A M P L E

EstablishingCapabilityMaturityKeyto IdentifyOpportunitiesInvestonly inareas that are alignedwiththe strategyand affectthe business.

1. Accountmanagement

2. Activitymanagement

3. Calendar

targets,and gap bridgingstrategy

⇒ Value drivenbusinesscase and benefits

realization methods

4. Campaign

management

5. Contact management

6. Customer analytics

7. Forecasting

8. Management

reporting9. Opportunity

management

10. Quote management

11. Service requests

12. Claims management

13. Wellness management

H IG HVA L U E

Priority for design and

configuration. Customization as

required.

BModerate designand

configuration.Minimal customization.

UtilizeChange Managementto adoptC OT S

C process. No customization.

14. Team collaboration LOW VA LU E

⇒ Prioritized,valuedrivenCRMroad-map Current Capability DesiredC ap ab il it y C ap ab il it yG ap Potential RoadmapMilestones

C l i e n tC a se S t u d y

A leadingCommunications ServiceProv iderengagedInfosy sto developa comprehensive

CRMvision,strategy, and roadm ap.Follow ingthe roadmap,we worked together in the

deploymentof an integratedCRMsolutionand technology platformthat en hanced

customer relationships, redu ced time to market for campa igns, and implemented



effectiv

e

repo rt ing andanalytics,significantlyim pr ov ingsalesopera tio ns anddecisionmaking.

5



2 C R MPerformance 93.94%

In fo sys Performs

Of all ourprojects,93.94%wereon-timeand

on- budget.The industryaverag eis around

50%.

Infosys’metricsdrivenPerform anceImp rovem entapproachis helping our global

clientsto assess, create,capture,and measure tangiblebenefitsand businessvalue

associatedwithC R Minvestmentsand initiatives.

Assess Create

V R M

Capture

C R MB e n c h m a r k i n g

C R MPe r f orm an ceM a n a g em e n t

C R MVa l u eR e a l i z a t i o nM o d e l( V R M )

C R MP ro c e ssR e d e s i g n& H arm o n i z a t i o n

6 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at W oI n f o s y s ’E n d - t o



To t a lCR M

Compan iescon tinueto makesignificantinvestmentsin C RM

initiativesand technologies, but onlya few achieveand/orm easure

anticipatedbenefits.Infosys’C R MValue RealizationModel (V R M )

is help ingour clien tsto effectivelyrealizetangible benefits.

⇒

Alignmentof businessobjectivesto performanceimprovementinitiatives, metrics,and shareholder

value

⇒ Tangiblebusinessvaluerealizedthrougheffectivebusiness

processes

⇒ Benchmarkingof business processesand C R Mtargets to

C R MValue

RealizationModel

Competitiveness

Framework

BusinessGoals

leading CR Mindicators⇒ Institutionalizedvaluetrackingmechanismsand

accountability

T OTA LCRMBusinessTransformation


A leadin gfinanc ialservicescom panyeng agedInfosy sto enhanceservicedeliveryprimarily

thru cal l cen terand branch opera tions.Infosysdeve lopedand implem enteda pragmaticroad

map linkedto performanceimprovementinitiatives and the bank ’s customerservicemodel,resulting in an im pr ov ed cus tomer satis fact ion score by 5%, a redu ction of

total cost of

custom er contact by 56%, and a grea tly im proved resp on se time of 15 seconds.



3 C R MOperations 92.07%

In fo sys Performs

Since1 995 ,92.07%of our clientskeep returnin

for additionalvalueaddedservices.

Infosysleverageshigh-impactCustomerOperations offerings andinitiativesto help

leading organizationsincreaserevenue,contain costs, and achievesuperior

customer experience acrossmarketing,sales,services,contactcenters,and billing

operations.

C R MO p e r a t i o n sO p t im i z a t i o n

C R MPo r t f o l io R a t io n a l iz a t i o n

C R MM a n a g e dS e r v i c e s

C R MC o s tC o n t a i n m e n t

C R MRev e n u eO p t im i z a t i o n

C R MLoya l t y& C u s t o m e rE x p e r i e n c e

C R MC e n t e ro f E x c e l l e n c e



8 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l d F l at W oI n f o s y s ’E n d - t



E x e c u t i onCR M V i s i onCR M

CRMg a n i z a t i on

Inn ovation

To t a l Sp eed

P e r f orCR MO r CR M

m a n c e

D ataCR M

P r e dic ta b ility CRMa t i o n sCR M O p e r

Tech n o l o g y

Excellen cein custom eropera tionswill continueto characterizeleadingcustomer-centricorganizations.In

CustomerOperations best practicesand services

offeringshelp our clients to sign ifican tlyenhanc e

the Customer Experience while improving

revenue

Custom erOperations B estPractice(Example):

Buildan OperatingModelThatAllowsfor Piloting& Proof of Concepts

Stay Adaptive& Relevant

and containingcosts.

⇒ Optim ized custom er operations and related

business processes

⇒ Tangible revenue enhancements; cost

reductions; and customer experience

improvements impacting: retention,

market

Customer InteractionExecute personalized interactions

with consistentquality across

customer channelsin a measurable

pilot

Keytoolsand concepts:

• Customer interactionstrategy

• Customer servicestrategy/technology

• Fulfillmentstrategy an d process

• K e yaccount management&

process

• Salesforce

automation/effectiveness• Consultative/value basedselling

• Customer touch point analysis

• Voiceof the Customer

Customer

InteractionO p era t in g

M o de l

Customer

Strategy

Customer

Insight

Customer InsightKnowyour markets, cust

and prospects bettertha

competitor, and develop

hypotheses basedon the

insights

Keytoolsand con• Customer Interaction

• MarketAnalysis

• Customer Segmentati

• Customer Value Assess

• Offer Assessment

• Produ ctPortfolioAsses

• CompetitiveAssessme

• CapabilityAssessmen

share, and bottom line

⇒ Robust CRM Solutions supporting business

growth and adaptability of Customer

Operations

Customer StrategyDefineproductand serviceofferings

and channelstrategies which

maximizevalue foryouan d

customersto enablehypothesis

Keytools andconcepts:

• Brandstrategy& tactics

Value proposition

• Product portfoliomanagement

• Channelstrategy

• New product de

• Pricingand

revenue

management

C l i e n t

C a se S t u d y



In

fo

sy

s

d

esig

n

e

d

a

nd

i

m

pl

e

m

e

nt

e

d

a C R Msolution whichstream linedthe sales globalbusinessprocessesfor a leading

logisticsand transportationorganization.K ey results include a single global CRM

sales platform, consolidated operat ions, increased

transparency of cu stom er informa tion, better sales pip el ine vi sibi lity, and

enhanced

cross selling/up-selling.



4 C R MTechnology 99.998%

In fo sys Performs

Since2002 ,our projectshave producedtechnol

that is 99.998%error-free.

As the pioneerof the GlobalD eliveryM od el,Info syshas work ed withtho usandsof

clientsin the design,development,configuration,integration,testing,

implementation,deployment,sup po rt,and main ten anceof superiorbusinessdrivenI T

solutio ns ,by levera gingleading business and info rm ationtechnologypracticesand

commercia llyavailab lesoftw arepackagesand C R Mtechnologies.

C R MP a c k a g eS o l u t i o n s

C R MA r c h i t e c t u r e

C R MI n f r a s t r u c t u r e

C R MA p p l i c a t i o n sI n t e g r a t i o n

C R MC u s t o mS o l u t i o n s

C R MT e s t i n gS e r v i c e s




CRM business strategy is most successful when effectively executed and supported by robust technology.

Infosyshas worked with leading global organizations to deploy

world-class CRM technology solutions successfully aligned

to business strategy and objectives.

⇒ Realizecost-effective C RM Solutions, implemented

on time, within budget and aligned to business

benefits

⇒ Reduce Total Cost of Ownershi p and integrate end-to

end services; from business concept to technology

implementation and support

⇒ Benefit from increased value-add resulting from the

use of our world class implementation

methodologies,managed services, and Global

Delivery Model

FlatWorld CRMImplementationMethodology


A leadingmobile computing organization engagedInfosysto implementa comprehensive

CRMsolutionacrossmultiple countries. Infosysexecutedthe solution design,

development,and deployment of the SiebelCustomerServicesolution resultingin a more

effectiveserviceorganization, red uc ing call ha nd ling t im e, min im iz ing pro du ct returns,

increasing

en terprise supp ort revenue, and im proving overall bus iness performance.



11



Deliversrecomme

racticalndations

Delivers busine

gnificantss insight

ovides prope

Demonstratesd creativea

quan

financial be

tified

nefits Helps

moreclient becocompetitive

I m p o r t a n c e

5 C R MData

Client Value SurveyResults

7

6

5

4

3

2

r amountof fact-based

nalysis

me

In fo sys Performs

Info syscon tinuesto rece ivethe

highest satisfaction score sfrom our

clients.1

1 2 3 4 5 6 7

Performance

Infosys’data managementserviceofferingsassist our clientswith the designand

implementationof effectiveC R MData Govern anceand Steward shipmodels,

Cu stom erData Integ rationSolution s,and Data Cleansingand ConversionSo lutions

associated with customer operationsand new initiatives.

C u s t o m e rD a t aI n t e g r a t i o n

D a t aG over n a n ce /S tewa r d s h i p

A n a l y t i c s& R e p o r t i n g

M a s te r D a taM a n a g e m e n t

S e g m e n ta tio n ,P e r s o n a s

D a t aA u g m e n t a t i o n

C l e a n s i n g& C o nve r s i o n

12



E m b r

a c e

I n nov

a ti o n ,Wi n

in th eF l a t

Wo r l

d




To t a lCR M

1

3

Infosys’ CRM Data Integration services are designed to provide an

architecture, platform, and on-going governance structure for a

single,tim ely view of customers across channels and business lines.

We

Custom erData IntegrationSo

strive to provide data integration solutions tailored to the needs

of each particular industry and client.

S t r e a m l i n e dC u s t o m e rD a t aP ro c e sse s& Wo r k f low s

Setup

C u s t o m e rR e p o s i t o ry, D a t ac le an sin g& I n t e r n a lS y n c h

Customer DataRep ository Cleansing

⇒ Improve quality of customer interactions and serv ice with D e l e t e Inact iveInternal syn chto ensurethatal

systemsaccessoneversionof

truth

ubiquitous access to 360° customer information

M aintain F inancesystems

CRMsystems

Other systems

⇒ Infuse your business with agility and efficiency driven by

real-time, high-quality custom er data and analytics

E l e c t r o n i cI n t e g r a t i o nw ith3 r d p a r t yven do rs

U n i f orm g lob a lcu st o m e r H i e r a r c h i e s

Reportinghierarchies

⇒ Accelerate results and achieve better solution quality

Customer

ACustomer

BCustomer

C

Geographichierarchies E

utiliz ing Infosys’ proven m eth od s, tools, andsolutions

Customer Data

Repository


Infosysimp leme nteda C D Isolutionfor a utilitiesmajor to manifesta singleand true

versionof the customer, availableacross enterprisein real-time. K ey benefits

include,seamless integration of CRM and C DI capabilities, closed loop data



q

u

a

li

t

y,

a

n

d

powerful

custom er

analyt ics

enab ling our

client to

access new

opportunities

and

increase

wallet share.13



6 C R MOrganization

In fo sys Performs

In 2007Infosyswas rated by Fortune/CN Nas one of the top 10

com pan iesin the wor ldfor its practicestrainingand deve loping

leaders in a globaleconomy.

Infosysoffers world-classtalent and methodologiesto addressOrganizational

ChangeManagement(OC M) ,Training,and Know ledgeM anag em ent.We assistour

clientsto effectivelymanagetransformationalengagementsand institutionalize

pragmatic C R Mgovernanceand organizationalmodels.

C R MB u s i n e s sU n i tC o l l a b o r a t i o n

O r g a n i z a t i o n a lC h a n g eM a n a g e m e n t

T r a i n i n gf o rH i g hPe r f orm an ce

C R MGov e rn an c e

C R MK now le d g eM a n a g e m e n t

14 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at W oI n f o s y s ’E n d - t



Two critical success facto rs for transfo rm ation al pro ject success are

user adoption and stakeholder engagement. This can only be

achieved through proactive, integrated project governance and

organizational change management. Infosys imbeds these activities

into the core structure of transformational projects, effectively

reducing risk and increasing project effectiveness.

OrganizationalChangeManage

Methodology

C h a n g e

⇒ Achieve projected returns and intended impact of

initiatives and programs

⇒ Facil i tate successful so lu tion adop tion and stake ho lder

engagement and buy-in

⇒ Effectively train project personnel, solution users and

stakeholders, leveraging our world class trainingand capability building expertise and solutions

C u l t u r e

Jo ban d

O r g a n i z a t i o n

D e s i g n

S t rat egy a n d

Vi s i o n

O C ML e ad e rsh ip

New Ways

o f Wo r k i n g

d


Infosysworkedwith a leadingfinancial servicesorganizationto increasethe sk ill- focusof their Shared Services organiza tion while improv ing process and org an izat ional efficien cy.Infosyswas able to assist this clientto realize va luab le stak eholder engagement,

organizational tr an sp aren cy, and effective co mm unic ations, significantly increasingov erall customer satisfaction. Th e im plementa tionof a Cen terof Excellence generatedimp rovedcusto me rfocu sand long-term sustainableresults.



7 C R MExecution

In fo sys Performs

InfosysPM Elite is a dem and ingand rigoro usProjectManag ementCertification

Fram ew orkdesign edto dev elopwo rld-clas sInfos ysprojec tm anag ers.The

demanding cap abilitie srequi redfor certi ficatio nmakeit uniquein the industry. T

framework is also alignedwith the Proje ct Ma nag em ent In stit ute ( P M I).

Vision& stra tegycan on ly materializethroughsuccess fulexecutio nand effectiv e

Program/ProjectManagement(PM ).Info sys’PM methodologyhas been appliedto

thousandsof globalengagementsand is specificallydesignedto address the multi-

disciplinary aspects of com plexCRM businesstran sform atio nand businessdriven

I T implementations.

P r o g r a m& P r o j e c tM a n a g e m e n t( P M )

P r o j e c tM a n a g e m e n tO f f i c e( P M O )

P M / P M OGov e rn an ce

P M / P M OTr a i n i n g

P M / P M OC e n t e ro f E x c e l l e n c e

P M / P M OK now le d g eM a n a g e m e n t


f h l d h d l bi d i h i d lib f ld



To t a lCR M

Infosys PM app roach, tools, and methodology, com bined w ith the experience and caliber of our world-

C RMPM professionals and CRM practitioners, deliver together all the elements required for Excellen

Exec utio nthrough Innovation, Speed, and Pr edicatibility.

⇒ W in Through Innovation: Customer service is necessary but

not longer sufficient for loyalty and reten tion. Faster

Innov ation is

LeveragePM Elite& GDMBestPractices,Toolsand Tem

ForInnovation,Speed, & Predictability

- Design - Implement - Operate

required to stay ahead of competition. Innova tion is notthe

Functionality&

PREPARE ANALY Z E PRO T O T Y PE CO N FIG U RE T E ST IMPL E ME N T SU PPO RT

ExecutionProcesses

“eureka mom ent” but the effec tive execution of visioningand

winning strategies.

⇒ Prevail Through Speed: Time to market and realization of

benefits make the difference between leaders and

followers.Leverage our G DM, tools, and accelerators to

outpacecompetition.

Monolithic

C RM

Black B ox

• CR MAccelerators

• CR MProcess• Templates• CR MBenchmarks

Business Requirements

Decompose

& Analyze

Innovate

& Optimize

• Customer Opera

• BusinessProces

• CR MApplicatio

• CR MTechnolog

Optimizefor

Predictability

⇒ Succeed Th rough Predictability: Nearly 94% of our projects

are executed on time, within budget, and with a 99.998%

error free track record. You can count on us for successful

and timelyenablement of your bu siness C RM strategy.

• CRMPM Templates

• CR MSolutions• RepeatableCode

• Integration

Connectors

• Sequencings

• Shift Optimization

• Tools

Infuse

InnovationOptim

Spe


Infosys is managing a mega-program for a leading C ommunications Se rvices P rovider. Withend- to-end own ership, our 569+ team has developed key strateg ic platforms ba sed on Siebel &

Clarif y while keep ing the "lights on" for existing systems to ensure smooth transition. Benefi

have included a multi-fold increase in "Customer Satisfaction", and a 37% reduction in T C O .

Accordin



Accordin

g to the

client'sHead of Operations “Our

platformhasnever

been better before”.

17

F l t W ld C R M



C R M

T o t a l


Infosys’Flat W orldCRM is designedto be flexible

in bringingvalueto yourcom pan yat different pointsof the CRMlifecycle.

Flat WorldCRM can be appliedin a m odularor

integralform ,depend ingon your specifictiming,needs,and requirements.

18 E m b r a c eI n nova tio n ,Win i n t h eF l a tWo r l dF l at WI n f o s y s ’E n d - t

1 5 lI n fo s s 'C R Me n g a g e m e n t s



1 5 s a m p leI n fo s y s 'C R Me n g a g e m e n t sT OTA LCRMDIMENSIONS

Client Vision Performance Operations Technology Data Organization Execution

G l o b a lH i g hTe c hD i s t r i b u t o r

L e a d i n gC o m m u n i c a t i o n sS e rv ic eP rov id e r

G l o b a lL o g i s t i c sa n dD i s t ri b u t i o nC o m p any

L e a d i n gH i g h -Te c hS erv ice sO rg an iza tio n

L ea d in gFin an cia lIn st i tu t io n



L e a d i n gC o m m u n i c a t i o n sS e rv ic e sP rov id e r

L e a d i n gE n e rgy O r g a n i z a t i o n

L ea d in gFin an cia lS erv ice sC o m p any

L e a d i n gD i s c r e t eM a n u f a c tu r in gC o m p any

M a jo rE n e rgy C o m p any

M a jo rM a n u f a c tu r in gC o m p any

For a detaileddescriptionof engagementsand servicesplease refer to our Infosy sGlo balCR MPrac tice

contacts.




TCoR tMal G L O B A LC R MP R A C T IC EC O NTA C T S

RaulFabreGlobalCRMPractice

Head

[email protected]

m

+1 972.900.6636

RajeshK .MurthyEM EACR MSales & EngagementLeader

[email protected]

+3 3 611.150.148

RamsiGanesanAmericasCRMSales & Engagement

Leader

[email protected]

+1 678.777.1215

RobHollandCRMSenior Engagement

Leader

[email protected]

+1 281.300.0096

mailto:[email protected]










http://www.infosys.com/



w w w . i n f o s y s .

© 2007 Info sys Technologies Li mit ed, Ba ng alore, I nd ia. Info sys beli ev es the information in this pu blic ati on is accurate as of its publi cati on date; such information is subject to change with out noti ce. Infos ys acknow ledges the

proprietary righ tsof the tra dem arks and produ ct n ames of other com pan ies mentio ned in this document.





flat world crm booklet

Documents