Customer Relationship Management Practice

at Evosys

Customer Relationship Management Practice

Why Evosys?

• Evosys with its efficient team provides CRM solutions that enable sales, support and marketing personnel to gather detailed

information about individual customer needs, enabling them to offer personalized solutions.

• Our solution provides customer needs with higher degree of accuracy, through CRM data collection technology.

• We engage in bringing the best CRM systems that allows the buyers to extend capabilities as their business demands and customize

the solution to their industry.

• We provide consistency in the customer services through the Web, contact canter, social networks, mobile devices.

• Our data management in CRM help companies determine which types of strategies to implement respond best to the customer

business.

Siebel CRM

Oracle Sales Cloud

Oracle Service Cloud(RightNow)

Oracle Marketing Cloud(Eloqua)

Oracle Social Cloud

Oracle CRM On Demand

Oracle Policy Automation

CRM offerings

Our Service

Offerings

Consultancy and Advisory Service

CRM Implementation

Service

Advanced Solutions - Integration with

Social CRM, Policy Automation

Analytical CRM , Advanced Reporting

Support and Upgrades

CRM- Unique Value Proposition

Our Value Proposition

Fastest implementations on

record

Vertical Specialists with experience of

Multiple Implementations

Advanced Solution like Social CRM,MDM,

OPA Integration, Analytics

Integration Specialists dedicated for

integration of CRM solutions with client's

existing Enterprise Systems

Client Snapshots

CRM

Siebel CRM

Oracle CRM On Demand

E-Business Suite CRM

Sales Cloud

Clientele-Customer relationship Management

Client Name

Logo

Country

CRM Module

Corodex KSA Sales Cloud

Albassami Transportation KSA Siebel eAutomotive

Implementation

KSA - CRM Clientele

Client Name

Logo

Country

CRM Module

Jamjoom Vehicles and

Equipment Building UAE ERP and CRM

Ministry of Finance UAE ERP , CRM , Hyperion , License ,

Augmentation

CRM Clientele (EMEA) Contd

Key Benefits Delivered

Consolidated Product & Customer database

Effective & easier sales process with

accurate information

Automated quote generation

Intelligent Analysis though various inbuilt

reports

Quick Communication time & customer

complaint resolution time via unique

referencing scheme

Transparent sales cycle

Strong hold on the sales representative’s performance metrics

Evosys Role

Evosys was responsible for Oracle CRM On demand suite

Implementation including Oracle CRM. The role of Evosys was:

Evosys helped in understanding the features and best practices

offered by Oracle CRM

To get an insight into the existing processes, Evosys performed an

exhaustive requirement study

Identified loop-holes in the current As-Is Process

Incorporated industry’s best-practices to streamline the sales

process

Workshops were conducted with identified process experts to

understand the existing business processes

The re-engineered processes was automated using Oracle CRM

Evosys provided training & support for stabilization of the CRM

through hand’s on training for the Admin & the key users

Solution Implemented

Oracle CRM On Demand Release 19

Business Benefit Delivered

There was Standardization of Data Capturing and

feeding process within organization making

reporting & consolidation easier.

All the querying and reporting was made possible

on a single system, enabling advanced analysis

like Opportunity Win/Loss analysis & Sales

representative’s performance analysis for

intelligent decision taking

It lead to knowledge sharing among employees

about any process, experience or problems

Automatic e-mail escalation and notification was

facilitated

The implementation improve productivity and

reduced maintenance efforts and costs, by

eliminating repetitive efforts on data collection,

consolidation and analysis, leading to improved

service delivery and quality

CRM On Demand Implementation for one of the largest vendor for Water

Treatment Corodex ,UAE

CRM Implementation for MOF is part of large program, initiated by

PMO (Prime Minister Office) to unify and automate all the process

across all the ministries of UAE. This project will to automate all

customer(Internal & external) centric processes for the ministry of

finance.

The following are the key objectives

• Automating all customer technological interfaces

• Reducing service delivery time

• Establishing customer loyalty

• Improving communications

• Increasing efficiency

• Increasing customer satisfaction

Problem Statement

• Increase the efficiency of Customer Service process

• Improve the Quality of Customer Service process

• Ensure Completeness and Accuracy of Customer Inquiries

• Provide comprehensive reporting on the cases and customer information

• Enhance and digitize business processes for internal use of employees of

MOF to do away with paper work

Business Benefits

• Integration of Payment Gateway ensures safe transactions

• Personalized notifications at every step for every request. (Choice of

receiving notifications over SMS, Email or both)

• Employees can process more requests per day, increasing efficiency

• Reports generated provide enormously useful analytical view of the

services provided

• Multi-lingual interface serves to people of different linguistic orientation

• Streamlined businesses processes improve resource allocation and

eliminate ambiguities

Siebel Public Sector Implementation at Ministry of Finance ,UAE

Problem Statement

• End to end automation for business process

• Providing integrated solution with Transportation and Finance System

• Cash Collection and credit limits was be to implemented in CRM system

• Catalog based pricing depending on customer types

• Tracking order status and Rate and time inquiry before booking the order

• Creating specialized reports and receipts for customer orders

• Pushing status to the customer through SMS notifications

Business Benefits

• SMS and Email Notifications were provided to the stake holders

• State of the art integration was provided between CRM ,OTM and E-Biz

System

• Customization was made for collecting cash and enforced credit limits on

credit customers

• Advance reports were created on orders, customers and price list

• End to end quotation to order and order to cash flow was provided

• Advance pricing was implemented

• Rate from all the price list were provided in a single rate inquiry screen

CRM Implementation for Largest transportation company in KSA ,

with 56 branches across middle east having Business into Vehicle

Transportation ,Cargo and Truck Renting . This project will to

automate all customer(Internal & external) centric processes for

the Albassami Transportation Company

The following are the key objectives

• Automating all business processes

• Reducing service delivery time

• Establishing customer loyalty

• Bilingual System

• Order tracking pricing

• Advance pricing and reporting

• Increasing customer satisfaction

Siebel eAutomotive Implementation at Albassami Transportation Company,KSA

Challenges

•Receipt of new instance after CRP was delayed by 2 weeks but we managed

to complete the project before time.

• Technically all users were introduced to Oracle for the first time so it was a

huge challenge to make them understand the Best Practice. Few users were

highly impressed with SAP system so it was difficult for change

management.

Business Benefits

• The solution provided a centralized view and point of control for monitoring

Service activities resulting in increased productivity and reduced costs.

• It ensured customer needs were met, by giving repair technicians and

depot managers, a comprehensive view of customer information.

• Delivered a comprehensive view of customer information to the repair

technicians and depot managers, in order to ensure that the customer

needs are met.

• Automated customer billing for repairs, based on contractual entitlements.

• Jamjoom Vehicles & Equipment is a market leader in

Automobiles, Road Construction, Earthmoving equipments,

Specialty and Industrial lubricants. It has 2 Operating Units and

operates across 4 Regions (JEDDAH, DAMMAM, MADINAH,

RIYADH).

The following are the key objectives

•Track customer service requests

• Maintain item instance that will help them to accomplish item

traceability

• Drive profitability of automating the entire in-house repair

process

• Dispatch technicians for service based on skill set.

EBS CRM Implementation at Jamjoom Vehicles and Equipment Building, Jeddah

Questions?

Global Headquarter Evolutionary Systems Pvt Ltd.

11th floor, Kataria Arcade,

Behind ADANI CNG Pump,

S. G. Highway, Makarba

Ahmedabad – 380051.

Tel : +91 79 30233300

ME Headquarter Evolutionary Systems Arabia Fz LLC

112, Building 11, Dubai Internet City,

PO Box 500830, Dubai, UAE

Tel: +9714-4380181

U.K./ Europe Headquarter Evolutionary Systems Company Ltd.

344- ,Gray’s Inn Road King’s Cross, London United Kingdom WCIX 8BP

Tel : +44 (0) 207 1642255

USA Headquarter Evolutionary Systems Corp.

27 Jackson Street, Suite 224

Lowell, MA 01852

Tel: 1 (978) 221-6139

APAC Headquarter Evolutionary System Singapore Pte Ltd

Level 42-01, Suntec Tower Three

8 Temasek Boulevard, Singapore 038988

Tel: 065 6829 2244.

E-mail us at: business@evosysglobal.com

Website: www.evosysglobal.com

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