Customer Relationship Management Services

In today’s competitive market driven economy it is not only sufficient to provide your customers with the best service levels and customer experience over the short-term, but also analyze the transactional information to develop better services and products for your customer over the long run through the discovery of not-so-obvious insights into customers wants and needs.

Smallboard’s CRM practice is driven by the philosophy that we work for our customers’ customers. At Smallboard we believe that Customer Relationship Management is a strategy to help attract, retain and grow a profitable customer base. And the CRM packages are merely a means to help execute the CRM strategy.

Smallboard provides end-to-end CRM services that include devising CRM strategy, CRM package evaluation, feasibility analysis, implementation, upgrade, data migration and post-implementation support.

At our CRM practice we measure the success of our CRM projects using various metrics:

• ROI on investment in CRM licenses and implementation by the client
• Recovery of initial investment through cost savings and increased revenues
• Reduced Transaction volume
• Reduced Transaction level cost
• Increased visibility of customer view

CRM Service Offering

Smallboard offers end-to-end enterprise solutions ranging from package selection to application support and maintenance.

• Consulting
  • Feasibility Analysis
  • Technology Evaluation & Selection
  • Project Scoping
  • Metrics Reporting & ROI
  • Proof-of-Concept development
  • Application Audit & Health Check
• Implementation
  • Implementation Strategy
  • Functionality Mapping & Gap Analysis
  • Data Migration,
  • Conference Room Pilot & Training
  • Full Cycle Implementations & Deployment
  • Global Rollouts
  • Release Management
• Customization & Integration
  • Custom Object Development
  • Custom Reports Development
  • Integration – Data, Process level – EAI / CTI
• Upgrade Services
  • Application/Product Upgrade
  • Database Upgrade
  • Data Conversion and Migration
  • Object Migration
• QA and Testing Services
  • Testing Process Consulting
  • Manual, System and Integration Testing
  • Load Testing
  • Fail Over and Availability Testing
  • Test Cases Automation
  • Reporting Services
• Business Intelligence and Analytics
  • Need Analysis
  • Data Load/ETL
  • Custom View & Report Development
• Customer Data Integration
  • Unification of Customer Data
  • Multiple Version Integration
  • Real Time/Batch Data Cleansing
• Support and Maintenance
  • Application Support
  • Customization Support
  • Database Administration
  • Application Administration
  • Performance Tuning

Products and Technologies

Smallboard’s CRM practice today offers services related to the leading enterprise packages:

• Siebel
• Oracle E-Biz CRM
• PeopleSoft
• Microsoft Dynamics
• mySAP
• Vantive
• SalesForce.com

Methodologies and Tools

Smallboard has developed mature and best in class methodologies, processes and reusable tools that help client get jump start over their CRM initiatives. These assets have evolved over years of experience in various projects. They can be customized to suit specific engagement need.

From small and midsize businesses to large global enterprises, Smallboard can provide you with a tailored service plan. Our service range includes:

• Package selection advisory , Global Roll outs, Implementation, Development and Testing, Upgrade, Integration, Support and Maintenance, Training and Technology support and BPO
• Customized services include setting up of multiple ERP support centers, migration from one ERP to another, sun setting of ERP, reimplementation etc.

Our Value Proposition

Smallboard’s CRM practice is a leading solution provider where customer management is a very vital component of business strategy. Our deep knowledge of business processes in Sales, Marketing, Support, Service and Analytics help companies realize their business goals in terms of improved customer service, increased revenue, greater market reach, better business processes and lower operational cost. Our methodologies, processes and toolkits accelerate delivery engagements and offer greater value. Our strategic alliances with leading product vendors and partnership approach help companies stay current with technology trends.

Our CRM Services have been highly acclaimed by some of the world’s top organizations.

• Global Financial Services Company
• Leading European Airline
• Global IT & SI Service Provider
• Leading ICT Services Provider
• ePayment Services Company
• Major BPO & IT Services company
• Leading Insurance Company
• Leading Semiconductor Company