January 18, 2019 by admin 0 Comments

Enabling a market leader in networking solutions to better engage its clients

Client:

Market leader in Network Security catering to 350 out of Fortune 500 companies.

Why Vertisystem:

  • A decade worth of experience with various CRM platforms
  • Dedicated workforce of industry trained consultants
  • Our hybrid, onsite-offshore-inshore delivery model, optimize development efforts and deliver best possible solutions for least possible cost. (Presence in the US and India).
  • Deep understanding of clients business and KPIs
  • Recognition of Vertisystem as Oracle Gold Partners and Salesforce Partners

Problem Statement

Client had an implementation of Oracle Right Now CRM but the implementation didn’t meet the unique requirements of the client. Client was looking for optimal usage of CRM implementation and few enhancements such as incorporation of self-service portal, chat support, computer telephonic integration, integration of social media communication in case creation procedure, real time reporting and analytics, co-browsing for customer (for troubleshooting), streamlining the email delivery to designated agents

System in Use

Client was using different platforms for different aspects of customer relations viz. Support, Engagement, Customer Retention, etc.

The various channels (viz. Email, Telephones, and Social media messages) of client communication were not integrated in the platform and required external interfacing.

Heavy licensing fees were being incurred due to underutilization of platform resources.

Record fetching on the platform (Oracle Right Now) was slow.

Business requirement

  • Integration of all channels of communication
  • Streamlining of the platforms to integrate customer data of over 3000 records
  • Chat support with infrastructure to differentiate topic of discussion over chat and directing the customer to designated chat operator, accordingly
  • Decrease in licensing overheads by optimal usage of platform services
  • System which may store more than 3 emails per customer

Technical requirements

  • Interfacing various CRM platform creating a single flow of data synchronizing all CRM activities in a single defined system. This development was a custom program created outside the platforms which was compatible with various platforms.
  • Creation of chat interface with algorithms to direct chat to proper agent, Auto reply algorithm with Machine learning, Ticketing system for chat
  • Creating ticketing system for calls, social media messages and streamlining them with other existing ticketing systems
  • Improving the implementation of the platform and the interface by making it less cluttered and more support agent friendly
  • Reducing latency in record fetching by creating custom views and virtualization
  • Reducing no. of requests on the platform by caching of data locally
  • Creating custom app to circumvent the issue regarding no. of emails per customer limitation.

Workflow

  • Identification of key requirements
  • Exploration of possibilities of value addition to the system
  • System proposal and revaluation
  • Proposal and timeline finalization
  • Development and in-house testing
  • Parallel testing on-site
  • Debugging and Support

 Salient Work points

  • Circumventing various limitations of the platform to meet client requirements.
  • Layered app development for the platform to interface and better deliver the data with reduced latency and no. of requests
  • Identification of various possibilities of value addition through CRM implementation and delivering the same in the most cost effective way
  • Creation of Chat Support module which can handle generic queries without support staff.
  • Implementation of machine learning for improvement of the system for better customer retention
  • Development of knowledge base on platform and then implementation of the same on the website with retained look and feel of the website.

End Result

  • Single flow system was achieved with well-defined data flow
  • Cost saving by reducing total no. of requests on the platform
  • Reduction of time in fetching records expediting business process dependent on it.
  • Reduced ticket solving time via implementation of chat support
  • The system which was developed produced, more customer-centric, real time reports resulting in higher customer engagement
  • UX (measured by CSAT scores) improved considerably which in turn increased customer retention for client.

January 18, 2019 by admin 0 Comments

Solution for a Casino Gaming Giant

Client:

A world-renowned player in casino and gaming industry with strong emphasis on technology in its business model. The client also ventures in technology development for casino gaming and other domains of casino and resorts.

Why Vertisystem:

  • A track record of delivering various solutions in the industry (casino gaming)
  • Experience in technologies which were required for the project
  • Our hybrid, onsite-offshore-inshore delivery model, optimize development efforts and deliver the best possible solutions for the least possible cost. (Presence in the US and India).
  • Deep understanding of clients business

Problem Statement

The client had several services and products (POS) available at their establishments and wanted to improve their sales by collecting data regarding spending behavior of their customers and presenting them with best deals on the basis of the data collected.

System in Use

Each POS had its own discreet data collection system with separate client registration. The business analysis team had to work with the fragmented data from each POS without having any means of integrating the data to reflect spending behavior patterns of customers and device their strategies for sales improvement accordingly.

Business requirement

  • A comprehensive data regarding a customer’s spending habits and a system to predict (extrapolate) their further interests which may be converted into sales
  • Implementation of a new system with least downtime.
  • Onboarding all the staff to the new system.

Technical requirements

  • An integrated database getting data from all the POS
  • A single streamline Interface for all different POS to stream data
  • Integration of necessary and optional services for customers via single subscription
  • An algorithm with AI capabilities that can extrapolate spending behavior and predict most attractive offers for each customer
  • Interface for business analysts, which can present the data in the most readable forms (worksheet, charts, and patterns) and helps to prepare strategies and analyze the working of the ones implemented.
  • Data security
  • Migration of legacy data from System in Use to a new system.

  Workflow

  • Identification of key requirements
  • Exploration of possibilities of value addition to the system
  • System proposal and revaluation
  • Proposal and timeline finalization
  • Development and in-house testing
  • Parallel testing on-site
  • Debugging and Support

 Salient Work points

  • Streamline the players’ data, clubbed with automated registration, self-serve kiosks, and practical player overview screens.
  • Empower hosts with powerful player status and history information.
  • Update managers with real-time promotion reports and player monitoring.
  • Customer Management supports all types of promotional measures: drawings, tournaments, discounts, coupons, event tickets, rewards points, multipliers, merchandise or gifts, and more.
  • Integration to hotel systems, point-of-sales, websites for a full view of a player’s full economic contribution, helps prioritize and reward players.
  • Enable marketing staff to create precise promotions for any section of the club.
  • Customized product features to suit business needs.
  • Created a state-of-the-art web-based platform from the legacy system; achieve multi-device support with responsive UI.
  • Created an interface which manages the flow of data across different applications based on Oracle. The data from these various applications are used to provide more business insights which help in preparing marketing campaigns and offers.
  • Created a Test Automation framework to enhance reliability and robustness of business systems. A Virtual environment at offshore location to remove the dependency on the client system without disturbing the client BAU activities.

End Result

  • The system which was developed produced more customer-centric reports resulting in higher customer engagement.
  • Customers can access via a single card which was available to all POS and data got centralized.
  • Marketing and Sales teams were able to create attractive and effective offers to customers compelling them to avail it.
  • Implementing a virtual test environment has freed client from complex testing procedures.
  • Seamless migration to new product versions.