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Success Story

Services:
  • Platform & Integrations
  • Customer Relationship Management (CRM)

Built a Feature-rich, Easy-to-Adapt Stacked Solution on Microsoft Dynamics CRM Platform for Each Business Unit in a CRM Organization

Software & Hi-Tech
Posted On: 22 March, 2024

About the Client

  • World’s 3rd largest market research company with 80+ years of data science experience
  • Enables 5,000+ clients in making smart decisions
  • Delivers vital global insights in customer experience, experience innovation, health, and public affairs domains
  • Operates in 90 markets with 16,000+ market research experts offering relevant market intelligence and consumer information
  • Specializes in transforming big data into smart data via innovative technologies

Business Needs

  • Improve panel member communication
  • Increase efficiency and tracking
  • Automate panel member support processes
  • Increase panel member satisfaction
  • Improve management decision-making

Solutions

  • Built a feature-rich, easily adaptable stacked solution on the Microsoft Dynamics CRM 2011 platform for individual business units
  • Developed a recruitment module as a building block of the panel that provides tools and aids in the recruitment of panelists

  • Created an inventory module to maintain and track inventory of all the devices using barcode and QR code generation

     

  • Built a fulfillment module providing custom wizard based workflow using Silverlight to guide technicians in:
  • Configuring devices
  • Scanning
  • Printing labels and letters from CRM
  • Handling shipping and returns
  • Provided call center support (contact management) that included:
  • Inbound calls and email support using CTI
  • Automated email conversion to cases
  • Auto-routing based on categories
  • Outbound support for follow-up calls
  • Compliance management for all panels

Business Impact

  • 60% more efficient device tracking using barcodes and QR code
  • 50% increase in technician efficiency
  • 90% plus case closure efficiency with benefits in TCO
  • Increased use of one-stop CC agent desktop by contact center agents
  • 60% plus increased agility with rapid time-to-field  
  • 50% plus user satisfaction and a future-oriented solution

Technology Stack

MicrosoftDynamics_row no 32TechStack.webp
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