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Travel CaseStudy: HCLT’s sales management crm solution enables a 50% reduction in incident rates while improving user satisfaction
HCL’s Sales Management CRM solution enables a 50% reduction in incident rates while improving user satisfaction BACKGROUND The airline has strong presence in South East Asia, East Asia, South Asia, and the "Kangaroo Route" markets. It is recognized as the Worlds Most Admired Airline and was ranked 27th on Fortune’s “World’s Most Admired Companies in 2010”. Over a 2 year period and with a 30 member team, our areas of engagement spanned: 24x7 application maintenance, support and enhancements across various functions Global rollout of Microsoft CRM Corrective and preventive maintenance, technical support for upgrades, business process improvements, and technical advisory for all applications SLA compliance of 99.3% A proactive study undertaken to optimize the applications portfolio Enhancements quality with a near zero defect track recordCHALLENGES / OBJECTIVES SNAPSHOT The airline was looking for a solution that would automate its Sales Management function in 7 regions across the globe Vertical: Travel, Transportation & Logistics The application is to become a way of life for over 400 Sales Force Micro-vertical: Travel employees across the world Service Areas: Application Maintenance, The solution was required to facilitate the airline’s operations, and Support & Enhancement; Global Rollout; efficiently manage its contacts, accounts, and leads/opportunities, while Applications Consulting; interfacing with its legacy applications Technologies: Microsoft Dynamics CRM 3.0, The solution was also expected to provide deeper insight into customer [Database] SQL Server, [Integration Method] - performance trends Web services
THE SOLUTION We helped automate the airline’s sales management function through an effective CRM solution that is leveraged in 7 regions across the globe, and by over 400 sales force personnel. Provided Application Maintenance & Support services across various business processes including: Marketing, Flight Operations, HR, Finance, Cargo, and Cabin Crew The CRM Project involved: End-to-end Project Management Microsoft Dynamics CRM 3.0 Application Design with customization and configuration Integration services with legacy applications (Web logic and J2EE platforms) Global Rollout - For 7 regions across the globe - the Americas, Europe, North Asia, South East Asia, South West Pacific, West Asia and Africa Providing End User Training We also provided them a 6 month warranty optionRESULTS / BENEFITS Results of maintenance and support across business processes: Significant process improvements and well documented Incident Management Processes A 50% incident reduction rate in the Finance application Top failure rate reduced by 30% in problem management A 30% improvement in productivity in Incident Resolution resulting in improved customer satisfaction scores A proposed reduction in Application Portfolio size by 10% Results of the CRM project: A unified view of customer and agent accounts and the complete automation of the sales process; Standardized sales processes for regions across the globe Enhanced dashboard and reporting capabilities, enabling deeper insight into customer performance Personalized and effective customer interaction ; Efficient management of accounts, leads, contacts and opportunities Seamless integration with legacy applications has enhanced data visibility and improved user productivity Ease of user adoption
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering tobuild superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busydeveloping solutions for 500 customers in 31 countries across the world.How can I help you?www.hcltech.com