CRM

DECREASE OF INFRASTRUCTURE/MAINTENANCE COSTS

MOBILE DEVICES APPS SOCIAL

The identification of an appropriate CRM strategy, necessary for the company business development, should consider the technological innovations in order to exploit all channels and the increased number of information available thanks to the Social advent.

BUSINESS

IT

CRM CRMCONTEXT BENEFITS FEATURES OFFERING CASE HISTORY

The focus is on the customer.

Customer Relationship Management (CRM) is a business strategy focused on the final customer, who becomes central in terms of company business processes.

It is essential to interact with customers through every possible digital channel (web, email, social ...) and physical ones (call center, sales network, partners ...).

Last technological developments have led to the born of new channels and to the opportunity to use the information shared through new instruments:

The rapid spread of Mobile Devices allows companies to interact in real time with customers, prospects, sales agents and employees:

Social advent entails the availability of a significant amount of information about preferences and habits of the final customers.

providing specific applications that are able to offer various services (claim submission, personal detail changes, definition of purchase orders...)

acquiring useful information in order to develop appropriate campaigns and attractive offers.

As result, a substantial change in CRM strategy has been caused, and new social sub-processes have been involved in all analysis.

CONTEXT BENEFITS FEATURES OFFERING CASE HISTORY

A successful strategy focused on the final customers, if supported by the right technology, will produce tangible and quantifiable benefits.

CRM Benefits.

CUSTOMER EXPERIENCE IMPROVEMENT and subsequent reduction of churn rate

UP-SELLING / CROSS-SELLING ON EXISTING CUSTOMERS

NEW BUSINESS DEVELOPMENTto enlarge the customer portfolio

BRAND EXTENSION by introducing new products

SALES FORCE EFFICIENCY INCREASE

DECREASE OF PROSPECTS RESEARCH COSTS

CONTEXT BENEFITS FEATURES OFFERING CASE HISTORY CRM CRMCONTEXT BENEFITS FEATURES OFFERING CASE HISTORY

Through the interaction between the company and the customers it is possible to increase the available information and to identify the right loyalty strategy.

The processes.

Interazione

COMPANY INTERACTS WITH THE FINAL CUSTOMER THAT IS CENTRAL TO ALL PROCESSE

BY INTERACTING WITH THE CUSTOMERS, THE COMPANY CAN ANALYZE THEIR BEHAVIOUR AND THEIR SATISFACTION, AND CAN COLLECT DATA RELATED TO THEIR PREFERENCES

NOW THE COMPANY CAN ANALYZE ALL DATA ACQUIRED FROM BUSINESS CAMPAIGNS AND SERVICES OFFERED TO ITS CUSTOMERS

THE ANALYSIS ALLOWS THE COMPANY TO ACQUIRE MORE INFORMATION IN ORDER TO “CALIBRATE” CURRENT OFFERING AND SET UP NEW CAMPAIGNS 1

2

3

4

INTERACTION

DATA COLLECTIONDATA ANALYSIS

NEW OFFERS

The above process, focused on the customers, highlights three main business areas:

MARKETING: identification of prospects to involve in special business campaigns; use of channels as a tool to prepare appropriate campaigns...

SALES: development of ad hoc offers until the closing of the business opportunity

SERVICE: services dedicated to customers or prospects

CRM is composed by three main functional areas.

A successful CRM.

Information acquired by the company through various sources should be re-elaborated to assure its effective use

GATHERING DATA FROM DIFFERENT SOURCES

Data analysis allows the definition of the right service set, such as requests for information, complaint submission, definition of orders and contracts, access to electronic invoices ...

DEFINITION OF THE RIGHT SERVICES

Customers analysis allows to build “customer tailored” offers.

AD HOC OFFERING DEFINITION

TECHNOLOGY

PROCESS

An effective CRM strategy implies both the definition of the right processes and related supporting technology.

CONTEXT BENEFITS FEATURES OFFERING CASE HISTORY CRM CRMCONTEXT BENEFITS FEATURES OFFERING CASE HISTORY

Technological features of a CRM solution.

The company which chooses an ON PREMISE CRM buys the product, implements it on its internal servers and customizes it depending on its needs.

The annual software upgrades are paid by the company, as well as the server maintenance and the back up data.

The monthly software upgrades are automatic and the maintenance costs are included in the license, as well as the data backup.

Through the payment of a monthly license, the company which chooses a CLOUD CRM has access via Web to its data, stored in an external serve.

The new CRM platform is integrated with legacy systems through a middleware layer, whose complexity will depend on the starting infrastructure/architecture.

The CRM might be not replaced once already implemented: the strategy can envisage the integration of the missing features on the legacy system with those available on the new introduced platform.

OTHERS SYSTEM

CRM BILLING ERP

MIDDLEWARE

CRM PLATFORM

The main features of a CRM platform depend on the initial choice to implement a “On Premise” or “Cloud” solution: by customizing the adopted solution each company will satisfy its requirements.

On Premise

Cloud

In recent years the market has shown a growing adoption of CLOUD solutions, which can facilitate the achievement of benefits such as:

Winning technologies.

Reduction of HW infrastructure and related decrease of investments (Capex)

Lower maintenance and operating costs (Opex)

Scalability increase

Upgrades not paid by the company

ACCORDING TO GARTNER (March 2015) SALESFORCE AND MICROSOFT CLOUD SOLUTIONS REPRESENT THE CRM’S LEADER TECHNOLOGIES.

OutSystems

cloudControl

Engine Yard

Zoho

OrangeScape

NTT Communications

Salesforce

Microsoft

Google

Red Hat

Mendix

Software AG

MIOsoft

Indra gnubila

Progress

IBMSAP

NICHE PLAYERS

Completeness of vision

Abi

lity

to E

xecu

te

VISIONARIES

CHALLENGERS LEADERS

CRM CRM

Thanks to its deep knowledge and active partnerships with the major market vendors, Lynx offers a complete range of services and is able to address all customer needs.

Lynx Offer.

PROJECTSAM

OUTSOURCING

ADVISORY

PROJECTS

lynx

Design and implementation of CRM platforms

CRM market packages configuration

Implementation of custom CRM solutions

CRM integration with legacy systems

ADVISORY

AM/OUTSOURCING

AMS of the CRM platform and related integrations

Hekp Desk (I-II level support)

Functional and/or architectural analysis

Training to final users

CONTEXT BENEFITS FEATURES OFFERING CASE HISTORY CONTEXT BENEFITS FEATURES OFFERING CASE HISTORY

Relevant references of our customers.

Design, creation, evolution and maintenance of the Enterprise Service Bus platform, used to integrate and monitor input and output flows/services, including those affecting Salesforce CRM and Billing solution.

Advisory on CRM and Billing business processes: process analysis, functional analysis and impact analysis with respect to the systems in place.

Design and implementation of the sales platform focused on a complete operational customer card (reference data, multi-product and multi-channel portfolio, customer historical behavior analysis). It is built on Microsoft technology

Processes/functionalities/data model analysis for the customization of Microsoft Dynamics CRM used by Sales and Administration areas.

Implementation of the CRM platform composed by two main modules (WebEVAL and TTM, Transaction Trend Monitoring) and one more module dedicated to monitoring activities (Portfolio Suitability). The systems are based on Java technology, J2EE, SQL Server and Crystal Reports.

Assessment and feasibility study

Software selection

Lynx experience on CRM processes and technologies has been successfully exploited in very different environments.

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Technology with an attitude.