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Transcript of PragmasysConsulting
Pragmasys Turning Customers into Fans
Pragmasys Consulting is boutique firm specializing in
space.
Pragmasys offers an exclusive blend of consulting and
technical expertise to by
bringing existing applications and systems together into
a that supports the
reuse of existing applications and data.
Pragmasys
Trusted Customer Advocate - 100 % reference able customers
Telc
o/A
viatio
n
Pro
duct/S
I Bankin
g &
Insu
rance
Auto
/Manf/
Serv
ices
Turn Key Implementation Complete implementation of CRM / BI packaged application starting from Requirements analysis,
design, development, testing, training and deployment
Implementation Advisory
Be the “Know-How” source of customer to monitor the CRM implementation
project carried out by any other IT company. This is more of expert services and
audit work to bridge the knowledge gap the customers implementing CRM
applications have within their organization.
ISV Solutions
Our own CRM solutions specific to
industry verticals / functional modules
built on top of Microsoft Dynamics CRM
product. Pragmassurance,
PragmaBanco, PragmaSurvey are some
of the solutions we have developed.
Reliance Life is using Pragmassurance,
Kaya is using PragmaCMS, Tata
Technologies is using PragmaSurvey.
SAS
Software as a service. We also
offer subscription model option to
our customers where they can
pay per user per month instead of
buying hardware and software
upfront. Customers line Mahindra
Two wheelers and BMW India are
enjoying our solutions in
subscription model.
CRM Consulting Services
To define efficient and
effective CRM processes
and evaluation the right
software solution, creating
RFP, Vendor evaluation
AMS
Application management services.
A typical lifecycle management of
the application in terms of support
to end users, fixes and
enhancements in the application.
Our Insurance and Banking solution comes with a single view to provide information on all
historical interaction required to service customer better and faster
Key Features
View all interaction such email,
phone, SMS in single view
Ability to create new
interaction
Know open action items
Assignment
Quick links to access
frequently accessed areas
Strong self service capabilities
Solution Capabilities Corporate Brokerage
• Key Account Management
• RFQ – to closure end to
end process automation
• Customer dashboard
• Broker Dashboard
• Email alerts
• Quantitative MIS
• Automation of
underwriting approval
process for all Line of
businesses
Sales Force Automation
Retail
• Lead Management through
various channels – web,
walk-in, SMS, Inbound /
outbound calls for New
Business as well as renewals
• Assignment of leads to
Branch / Field Sales force
based on business rules
• Monitoring of Turn around
Time by Branches
• Managing Sales lifecycle
stages with various
activities
• Automation of Lead to
Customer to Appointment
scheduling
Contact / Account
Management
• Complete demographic
and detailed customer
profile and need analysis
• Key Contact List
• Individual Policy Details /
Corporate policy details
• Tracking of all customer
interactions across all
channels
• Welcome Call
• Referrals
• 360 degree view
Marketing Management
• Roadshows / Events / Fairs
• Special Campaigns –
Retention, Cross Sell / Up –
sell using various channels
such as online, social, SMS,
Phone, email etc.
• Rich HTML email support
• Capture click responses
• Automation of converting
campaign responses to
leads
Customer Service Retail
/ Corporate
• Ability to create cases
based on SR Type / Sub
Type
• Automatic routing to
queue based on the case
stage and Call Types
• User Configurable
Customer Service process
flow
• Ability To define Turn
Around Time based on SR
Types
• Set Case Due date based
on TAT
• Automatic Case Escalation
• Ability to send SMS / email
to the customer based on
case stage
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MIS Reports & Analytics
Efficient Case
Management
Streamlined
Origination
and
Processing
Customer
Centric
Solution
Intelligence
Driven
Marketing Collaborative
Promotion
Strategy, ROI
Planning and
Resource
Management
Refined Customer
Segmentation
Compelling
Customer Loyalty
Lead Management
and renewals
Integrated view to
display customer
using CCA
Customer 360°
View
Closed Loop Lead
Management
Demographics
Household info
preferences
De-dupe and
Qualification
Self Service Portal
Efficient resource
utilization
Integration with
Partner
Applications TAT & Alerts
Case management
Engine
Efficient tracking
using reports &
dashboard
Rule Based
efficient lead
assignment
Well Defined
movement &
tracking
Efficient
Document
Handling
Credit
Appraisal &
Operation
Streamlined
Origination
and
Processing
Value Driven
Collections
Customer
Centric
Solution
Intelligence
Driven
Marketing Collaborative
Promotion
Strategy, ROI
Planning and
Resource
Management
Refined Customer
Segmentation
Compelling
Customer Loyalty
Lead Management
Integrated view to
display account
transactions
Customer 360°
View
Closed Loop Lead
Management
Demographics
Household info
preferences
De-dupe and
Qualification
Self Service Portal
REAL TIME ANALYTICS
Credit Risk
Management
Eligibility, Ratio
Analysis & Credit
Parameters TAT & Alerts
Application and
Document
Verification
Real Time
Collections
Analytics
Balanced
Collection
Strategy
Development
Deviation Matrix
Management
Optimized
Collection
Contacts
Integration for
Credit Check
Well Defined
movement &
tracking
Efficient
Document
Handling
Collaborative Collections Outsourcing
Candidate Management
Talent Pool Management
Skill Classification
Right Candidate Search
Past Interactions
Applicant Tracking
Candidates tagging as per job
description
Jobs
Job Creation & Posting
Sourcing from various channels
Resume Indexing & Shortlisting
Interview Coordination & Selection
workflow
Job Approval Workflow
Job association with candidates’
profiles
Employee self service
Integration with HRMS
Employee 360º View
Service Request / Case
Management
Assignments
TAT(SLA) and Escalations
Resolution
Vendor Portal
Vendor Creation
Segmentation
Vendor Portal
Manage offers/payments etc. in
Portal
Communication
View vendor details, history etc
Reporting & BI
Conversion Metrics
SLA Tracking
Head Count management
Reports & Analytics
Offer Management
Offer generation
Offer Acceptance
Integration with Payroll management
Integration | Migration | Reports
Marketing Management
Campaign Creation
Marketing Lists
Campaign Execution
Campaign Responses
Lead Management
Campaign Creation
Marketing Lists
Campaign Execution
Campaign Responses
Customer Service
Customer 360º View
Service Request / Case
Management
Assignments
TAT(SLA) and Escalations
Resolution
Broker Management
Broker Creation
Segmentation
Broker Portal
Manage leads/payments etc. in
Portal
Communication
View its customer details
Inventory Management
Manage real-estate inventory
Manage Payment schedule
Manage Payment
Reminders
Document Management
Facility Management
Customer Portal
Customer Portal
View critical information – Activities,
payment, properties, Service
request
Create enquiries
Integration | Migration | Reports
Pragmasys Channel Management
System helps to increase your
channel sales.
Communication becomes so
simple and effective with
vendors, partners, and internal
stakeholders of organization that
it gives a sense of loyalty, and
enables you to drive more deals.
This system enables
organizations to manage
partnerships, interfacing and
collaboration.
Partner Management
• Registration
• Opportunity –
assignment & tracking
• Discount approvals
• Order Approvals
Quote &
Order
Managemen
t • Inventory Management
• Product Configuration
& Pricing
Campaign
Management
• Collaborative
Campaigns
• Campaign Approvals
• Campaign Effectiveness
CRM Advantage
Configurable Case management engine – capable of managing very complex processes
Assignment and Queue Management based on Service request type and subtypes
Integration capabilities – Applications, IVR etc
Ability to manage TAT at process and stage level
Strong analytics
Dynamic forms based Type and Sub Type to capture complete information
• Managing SLA’s
• Integration with CTI
• Managing activities
Service Management Components • Manage complex processes
• Escalation management
• Send SMS/Email to customer
To have a Customer Service module which
is designed to manage complex spanning
multiple teams to ensure faster resolution to
customer/s queries
Set Questionnaire Distribute Survey Define Template
17
18
Multiple application
accessed – Enabling
team to access
customer data from
different applications
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IVR helps you accept payments through credit cards as well as debit cards. Given below is a brief
description of how the IVR system works:
• Customer executive places a call to the customer.
• The executive provides the customer with product information and gets order details from him.
• The executive creates a purchase order and Order ID and connects to the Payment IVR system,
during which the customer is put on hold.
• The executive enters the merchant ID and order details, after which customer is reconnected to the
call.
• The customer enters his card details and OTP (one-time password) required to process the
transaction.
• Payment gateway then verifies this information and the IVR returns a Success/Failure message.
• The executive then disconnects the IVR and proceeds to close the call with customer.
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Customer Portal
Lead Generation
View Customer products
Create Service Request
Tracking
Using IVR
Integration with IVR
Auto Creation of service request
using IVR Options
Auto Processing of possible service
request
Closure of service request
Provide information
Mobile
Extending customer portal
functionality on mobile device
Available in online mode
Built using HTML 5
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CRM Entity / Attribute Mapping using web based UI
Schedule job for batch data imports
Supports Insert / Update / Upsert modes
Allows creation of lookup records in case lookup record is not available – configurable
Allows re-import of failed records after error resolution
Upload data from csv file in staging table
We Thank You for your time.