CRM Case Studies

 

Microsoft Dynamics CRM implementation for Hospitality Industry

 
Cybage is a Travel & Hospitality technology partner empowering its clients to successfully embrace growing CRM challenges in building solutions that are business aligned and provide quick turnover to the market.
Business Challenge
 
The client was looking for a strategic consulting IT partner to bring MSD technology competency and leverage the partner’s expertise to its business domain by providing quick support, customization/extension for MSD, and absorbing the growing customer needs.

The business need was to create various entities such as Meetings, Proposal, RFPs, and Business Data based on the opportunities available.
Business Solution
We provided an end-to-end solution in MSD CRM to cater to the client needs. We implemented the CRM solution along with customization to meet client specific needs.
We implemented the following modules:
 
Opportunity Management
Event Requirement
Meeting Management
RFP Management & Integration
Guest Room Requirement
Automated Load Data Generation
 
Tools and Technology
 
Microsoft Dynamics CRM, .NET, C#, SQL Server 2005, XML, HTML, Web Services, JavaScript, and CSS

Microsoft Dynamics CRM Implementation for Cybage Marketing Team

 
Business Challenge
The Cybage Marketing team had adopted a proprietary CRM to keep track of the leads, points of contact, domain of the potential clients and significant insights into the existing accounts.
 
The issues with the existing CRM implementation were :
  • Rigid System
  • No scope for customization
  • Use of proprietary database thus having overheads on maintenance
To overcome these problems the marketing team was looking for an advanced CRM solution to bring innovation, technology competency, and automation and to leverage the CRM expertise to its Lead Conversion process.
Business Solution
With our expertise in MS Dynamics CRM and proper requirement study and design, we could easily provide solutions to all business problems faced by the marketing team. We implemented a MSD CRM solution giving the following advantages –
  • Process Optimization and Improvements (CRM specific)
  • Advance Customizations, Extensions and integrations
  • Advance/Specific Reports and Dashboard
  • All the above features enabled the BAs to get an accurate report and status of the leads
  • Streamlined process and better decision making information
 
We implemented the following modules:
Leads Management
Sale Force Automation
Data Migration
Dash Board
Outlook Integration
Analytics
Workflows
 

 
Tools and Technology
 
Microsoft Dynamics CRM, .NET, C#, SQL Server 2005, and Web Services

Client in Media and Entertainment Industry

 
In the world of ever-changing digital market place, it is imperative for media organizations to transform their business processes. To meet your customers’ requirements, collaborating with an organization that has extensive experience in the Media & Entertainment (M&E) and CRM domain helps you gain an edge over your competitors. The key to competitive edge in the entertainment industry is in understanding what entertainment products consumers prefer most and then designing a strategy to provide them to the consumers at a reasonable cost. A CRM system helps to gather this customer-centric data.

With our vast CRM and M&E domain knowledge, Cybage helps you by transforming your business models to adapt to the ever-changing digital age, sparing your human resources to explore new distribution channels and manage digitization.
 
Business Challenge
 
Our client’s end user data is distributed across Salesforce CRM application and the client’s proprietary application.

For marketing and analysis purpose, the client wanted a contact management and data synchronization system which would provide consistency of data between the 2 systems.
Business Solution
We helped the client in doing this integration and created a component that sends information from its proprietary system to the Salesforce CRM application and mirrors the Salesforce data to the client’s local database.
We implemented the following modules:
 
Partner Management
Custom IDE
Customer Support
Data Synchronization
Campaign Management
Data Migration & Validation
Leads Management
Contact Management & Notification
Sale Force Automation
 

 
Tools and Technology
 
Salesforce CRM, VC++, MFC, COM, VB, ASP, SQL Server, Win CE or Salesforce Web Service API version 8.0. , EJB 2.0, Axis 1.1, Oracle 9i, JDK 1.4, and JBOSS -3.2.5

SugarCRM Customization for a client in Healthcare Industry

 
At Cybage, we have a focused group of highly qualified and dedicated professionals who have helped our clients from the Healthcare Industry such as Pharmaceutical, Insurance, and Life sciences, among others to implement CRM products and services (from consultancy to support) to enable our customers in realizing and achieving their business objectives.
Business Challenge
 
The client’s mission is to become the most trusted and effective business service provider to physicians. It is dedicated to offering healthcare providers a comprehensive answer to their practice automation, billing, and collection needs.

To manage such a large customer base, the client’s main goal was customer retention and customer satisfaction; and hence, it decided to have its own custom CRM application to fulfill its goal.
Business Solution
We helped the client to build a custom end-to-end CRM application that is based on SugarCRM, an open source CRM system.
 
We implemented the following modules:
Campaign Management
Data Migration & Validation
Leads Management
Workflows
Contact & Opportunity Management
Synchronization
Sale Force Automation
Dashboards & Reporting
Custom IDE
 

 
Tools and Technology
 
SugarCRM, PHP, MySQL, Linux, Ajax, Javascript, HTML

Proprietary CRM implementation for Life Sciences Domain

 
At Cybage, we have a focused group of highly qualified and dedicated professionals who have helped our clients from the Healthcare Industry such as Pharmaceutical, Insurance, and Life sciences, among others to implement CRM products and services (from consultancy to support) to enable our customers in realizing and achieving their business objectives.
 
Business Challenge
 
The client needed a CRM product implemented as a client server system that allows solution implementers to rapidly create a customized solution. The need was to implement Partner Management and Customer Support modules primarily.
Business Solution
We provided an end-to-end CRM solution to cater to the client needs. We facilitated creating customized solutions using pre-created components with the help of a tool called Elk Designer.

Implementers rapidly create an implementation by dragging and dropping pre-created business components and user interface controls and writing glue code to tie them together. Apart from the viewer application and a web client, there is a client for handheld Pocket PC devices.
We implemented the following modules:
 
Partner Management
Leads Management
Customer Support
Sale Force Automation
Campaign Management
Custom IDE
 

 
Tools and Technology
 
Client proprietery CRM, Visual Elk, MFC, COM, VB, ASP, SQL Server and Win CE

Client in Online Gaming and Entertainment Services

 
In the world of ever-changing digital market place, it is imperative for media organizations to transform their business processes. To meet your customers’ requirements, collaborating with an organization that has extensive experience in the Media & Entertainment (M&E) and CRM domain helps you gain an edge over your competitors. The key to competitive edge in the entertainment industry is in understanding what entertainment products consumers prefer most and then designing a strategy to provide them to the consumers at a reasonable cost. A CRM system helps to gather this customer-centric data.

With our vast CRM and M&E domain knowledge, Cybage helps you by transforming your business models to adapt to the ever-changing digital age, sparing your human resources to explore new distribution channels and manage digitization.
 
Business Challenge
 
The client is a leader in online gaming and entertainment services.

Online gamers send various requests for service to the client. The client needed an effective contact management solution to track these requests, assign them to their Customer Service Representatives (CSRs) and track the request to closure.
Business Solution
We provided an end-to-end solution- the Global Petitioning System (GPS)- to serve as a custom CRM implementation that would allow the client’s Customer Service Representatives (CSRs) to receive and address various kinds of ‘requests for service’ (petitions) from players of the online games. These requests would include complaints of false play, player bias, use of cheat codes, and unexpected system behavior, apart from other basic requests for code activations and service usage-related issues.
We implemented the following modules:
 
Contact Management
Configurable Workflow & Rule Engines
Petitioning (Helpdesk)
Reports
Collaboration (IM)
 

 
Tools and Technology
 
Client proprietary CRM, J2EE, JMS, JSP, Applet, Oracle 8i, SoniqMQ JMS Broker, and Weblogic