Accelerating CRM for business success - Hexaware

Accelerating CRM for business success

In today’s digital world, customers expect response within seconds or lose interest. Factors like customer behavior, market dynamics, increased competition and last but not the least, technology, are driving organizations to reinvent themselves. These changes are creating more challenges for the CXO’s with responsibility to increase revenue and decrease costs. This has resulted in more focused strategies on customer acquisition and retention through optimized Customer Relationship Management (CRM).

CRM is a strategy used by an organization to improve business relationships with customers. It aims at improving the company’s profitability. CRM provides companies with business data using customer touchpoints and helps the company’s products and services offer better customer service. Sales teams can also cross-sell, up-sell better, close deals faster and improve customer retention using CRM solutions.

HEXAWARE’S CRM SOLUTION

With over 15 years of expertise and Digital Customer Engagement strategy, Hexaware partners successfully with organizations for improved customer acquisition through Marketing and Sales automation and improved customer retention through Customer Service automation. The company gives equal importance to optimize these processes and reduce costs by improving Marketing, Sales and Service process automation.

NEXTGEN SOLUTIONS

Hexaware’s Solution are geared to help organizations achieve results with a laser focus on key areas of:

Global mobile phone usage has reached >6 Bn. Gartner reported that “Demand for mobile apps is outpacing IT’s capacity to deliver them by 5X”. However, data silos, diverse internal and external information systems, lack of platform strategy and disconnected mobile apps result in fragmented mobile experiences. Our Omni-channel CRM experience solution helps organizations achieve the below and much more.

  • Transform customer experience with Mobile-first strategy.
  • Enable your employees to carry business data in their pocket as a window to your CRM.
  • Build integrated seamless cross-channel experience across Web, Mobile, Social and other channels.
  • Build a unified cockpit by integrating CRM with multiple external services and tools.
  • Enable collaboration through chat, messaging and further integrations to voice-based virtual assistant tools.

Th world today is overwhelmed with customer data explosion. Irrespective of the channels like emails, phone calls, social media, there is 50,000 GB of data being created every single second. Surprisingly 70% of that data is from customers. All this information is being captured in lots of different systems, like CRM, ERP, Supply Chain, HR systems, and even Partner Management systems. But this is not enough to have lots of data—your business users need insights they can act on for that data to be useful. Unfortunately, the insights are not accessible to business users as they are disconnected from CRM. Complete picture is unavailable, insights and trends are hidden and requires manual process and expertise and lastly its isn’t available on any channel. In this case, our AI driven automation helps you to:

  • Unlock the insights within CRM and drive actions anytime and anywhere.
  • Get insights in to hidden trends to automate lead scoring, opportunity insights, account insights, sentiment analysis, insights-driven workflows and more.
  • Discover insights for customer service for every channel and interaction, recommend next best actions, empower agents with faster answers, insights-driven workflows and more.

Hexaware’s solution helps you to build and extend your CRM faster with low code, trust and security while providing key features to reinvent customer experience through intelligence, speed, productivity, mobility and connectivity. We can partner with you to

  • Enhance user experience to align it with your organization strategy.
  • Embed additional functionality in the core CRM processes OR build bolt on applications to complement you CRM processes.
  • Create experience across organization with employee portal/communities and employee applications to improve productivity.
  • Deliver intelligent experience with customer portal/communities and build customer applications.

SERVICE OFFERINGS

Hexaware helps you design a Customer Relationship Management plan that aligns with business goals and maximizes ROI. We offer consultation in the following areas:

  • Creating a roadmap that aligns with company’s vision
  • Assessing of feasibility of cloud
  • Analyzing business process
  • Leveraging mobility and social media
  • Selecting the right product

We help you select the most suitable CRM solution and seamlessly integrate it with existing enterprise architecture to enhance efficiency. In this stage, we offer product configuration, customization, data management, integration and mobile enablement

  • Unlock the insights within CRM and drive actions anytime and anywhere.
  • Get insights in to hidden trends to automate lead scoring, opportunity insights, account insights, sentiment analysis, insights-driven workflows and more.
  • Discover insights for customer service for every channel and interaction, recommend next best actions, empower agents with faster answers, insights-driven workflows and more.

Organizations can choose to extend functionalities of CRM solution for solving various business problems by incorporating extensions such as Social + mobility.

This is where companies can transform their legacy systems to deliver enhanced customer experiences. Scope of service includes legacy applications and CRM products, on premise CRM to cloud CRM and CRM version upgradesWe follow a 5-step process for seamless data migration.

Our methodology helps you to:

  • Create right business case for Software-as-A-Service (SaaS) CRM-based solution.
  • Select the right service provider.
  • Define the right implementation and migration strategy.

Hexaware’s Nextgen ASM delivers promising services with key features of Zero Risk Transition methodology, Foundation Service Management, Automation and Business Alignment.

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