CRM Implementation – An Integrated Model


We deliver CRM implementation services not only to meet your technical requirement but more importantly, we address your organization’s strategic priorities so that your CRM system is truly effective. We have implemented and built CRM platforms for more than 9000 users across all clients

The client’s customer support team had a heavily spreadsheet-based means of managing customer support queries. Their existing had already been implemented in a sales division within this organisation. However, without an integrated customer service capability, sales team members had little understanding of the queries being logged by their customers and therefore had a restricted view of client relationships. Clients home grown ERP did not furnish the data to Salesforce restricting them to view real time analytics and metrics.



  • Client maintained two different systems to make key sales decisions. There was no data connectivity between the two systems.
  • Client had no way to accurately forcast the sales of each quarter. There sales projections depended on manual data feed to without any data relation to other financial systems
  • Client ERP system which managed their financial data had no co-relation with sales contract maintained in Salesforce. It was a manual process to corelate the data and maintain books.
  • Client’s business process was complicated and they were leaning towards costly development support to overhaul Salesforce platform and move to a new ERP.
  • Client lacked real time dashboards for executives to make important decisions. The metrics were maintained in excel sheets and provided to executives twice a week.
  • Client didnt have matured IT team to identify external data sources which could help them make important decisions. The data was scattered across multiple systems and lacked the knowledge on building the Salesforce API to integrate it.


Our team helped capture and define new business processes then matched these against existing customized functionality. Business scope was first aligned with real time expectations and IT was bought on board with the help of matured change control process. Using our extensive experience meant we implemented a case management application, configured, tested and deployed to 30 users. We did the following:

  • Conducted and end to end business process review and identified key areas of concern.
  • Defince new business process before implementing a solution.
  • Identified external data sources to help each of the teams better understand and serve their clients.
  • Redefined SalesForce Architecture and implemented new functionality.
  • Increase the quality of interaction logging giving a 360 degree view of a customer.
  • View real-time metrics via management reports and dashboards.
  • Prioritized reports & dashboards to manage cases and highlight problem cases for VIP clients.
  • Integrated multiple modules of SF with less complexity.


A survey was conducted by an independent third party on behalf of Sr management. Survey respondents were over 16 business executives/project sponsors and 9 system administrators from IT and 36 sales people randomly selected across the company.

  • Number of months to achieve ROI decreased by 37% providing real time metric faster than before.
  • Number of days from implementation start to go-live date decreased by 41%
  • Increase in company collaboration by 50%. Faster real time metrics backed by data science.
  • Improvement in operating profit margins. Improvement in top-line revenue by 29%
  • Decrease in email as a form of communications by 38% and decrease in meetings held by 29%.
  • 34% decrease in amount of time taken to process a case
  • 44% reduction in IT costs and reduction in cost to support and administer the application.