Infosys - Social CRM | Services | Offerings

Offerings

Social CRM

Change is the only constant. Today’s marketplace is witnessing radical changes in customer behavior, business models and power equation between enterprise stakeholders. Today, opinion clouds in peer networks significantly drive the buying decisions for large segments of customers. It is imperative for enterprises to communicate, interact, transact, and serve customers across varied channels ranging from stores, call centers, web, social networks, mobiles, field service, kiosks, to interactive TV. The Social Customer expects organizations to listen and respond promptly and provide uniform service treatment irrespective of the channel. Companies are expected to provide a unified next-gen customer experience that seamlessly integrates all customer touch points and channels – both from process and data standpoint. The end-to-end customer experience is a key differentiator that has major influence on the customer’s buying decisions, brand impressions and sustainability of customer relationship.

Infosys Social CRM Offering aims to address the following key questions that enterprises face in the current business milieu

How can an enterprise get ready for the next-gen customer? How can a uniform experience be delivered to stakeholders across channels?
How can enterprises effectively leverage social media, mobility and existing application landscape to deliver customer and business value?
How can enterprises gather insights and intelligence to make quick business decisions using their customer and enterprise data?
Is your enterprise geared up to leverage right information at the right time taking it to the right stakeholders using the right channel/device?

Infosys Social CRM (SCRM) Center of Excellence (CoE)

With over 10 years of experience in providing best-in-class CRM solutions for global enterprises, Infosys is co-creating the future of CRM. Our SCRM CoE is investing hugely into extensive paradigm shift research, industry adoption explorations, innovations, and development. It has established highly crucial knowledge accelerators, best-practices and industry specific integrated solutions that enable enterprises to adopt SCRM swiftly and with ease. Infosys SCRM CoE has developed solutions that optimize cross-channel interactions, generate real-time social customer insights and offer seamless access to information on-the-move, anytime, anywhere to improve customer satisfaction and employee productivity.

Infosys "Next-Gen Customer Experience" solutions are an amalgamation of innovative solutions built on Oracle Product Suite including Oracle CRM, Oracle ATG eCommerce, Oracle on Demand and OBIEE working in conjunction with Infosys Multi Channel Delivery Platform - mConnect and Infosys Social Analytics Solution - Infosys Holistic Information Management Infrastructure (HIMI) Voice of Customer (VoC).

Infosys SCRM Advantage

Infosys believes that the power of SCRM will be unleashed by business innovations built on next-generation technologies. There are bound to be complexities involved in implementing them. We offer unique value for long term sustainable advantages:

Focus on end-to-end integrated SCRM landscape including mobility, cloud and social media platforms
Powered by "Total CRM" concept, comprehensive focus across business, technology, organizations, and operations to realize the true potential of SCRM
Highly differentiated focus and approach for vertical specific scenarios, needs and solution strategies
Highly comprehensive use cases across marketing, sales, services, and product innovation
Co-creation driven approach to combine the strengths of Infosys thought leadership and enterprise business leadership
Superior implementation methodology based on adaptive organizational change management principles
Accelerated exploration and boot strap workshops combined with rapid prototyping options in a variety of technologies

Infosys Social CRM Service Offering

Apart from comprehensive standard CRM services, we offer the following services specific to social CRM:

Social CRM Evangelization and Exploration workshops
CRM Landscape and Social Maturity Assessment
Implementation of Social CRM Proof-of-Concept
Business-focused Social CRM Strategy and Roadmap Consulting
Enterprise 2.0: Organization Change Management Consulting
Social CRM Policy Management Consulting
Technology Evaluation for Social CRM implementation
Social Analytics implementation integrated with CRM processes

Infosys Social CRM Accelerators

Some of the unique differentiators of Infosys Social CRM offering include the following accelerators that aid in jumpstarting the CRM journey

Integration components to connect CRM Packages with social media channels like Twitter, Facebook and LinkedIn
Social CRM-ready CRM package customizations including user interface, data objects, workflow, policies, and automated workflows to execute CRM actions on social data
Extended CRM Data Model built using best practices to manage enterprise and social master data
Mobile CRM applications with plug-in CRM application adapters built using Infosys mConnect mobility enablement platform, for access through different Mobile Devices/ OSs.
Reusable components for quick integration and UI design for quick deployment of Mobile Sales and Mobile Field Service CRM applications

Infosys Social CRM Solutions

Actionable Customer and Business Intelligence from Social Analytics

Infosys Social Analytics Tool, HIMI VoC with sentiment analysis, semantic and text analysis capabilities using Natural Language processing enable enterprises to generate actionable intelligence from social conversations. Real-time customer insights along with accurate sentiment, influence and text analytics help enterprises understand and service next-gen customers better. The unique domain dictionary enriched with industry specific taxonomy and ontology yield accurate insights from unstructured social web.

Maximize Sales through Personalized Social Commerce:

Infosys Social Commerce Solution offers compelling value proposition leveraging best-of-breed eCommerce applications with Social Tools and advanced business intelligence. It enables personalized product recommendations to social customers and opens up unlimited opportunities for enterprises to maximize sales revenue through collective selling and brand advocacy driven referral mechanism leveraged through mobile and social commerce

Next-Gen Customer Experience through Social-Mobile CRM:

Infosys Social-Mobile CRM Solutions empower organizations to enable their Employees, Partners and Customers to access Sales and Service information through their mobile devices. Real-time access to customer requirements for immediate action in turn increases customer satisfaction. Mobile-Social CRM also facilitates quick closure of sales opportunities and drives lead creation, approval management, contact management, and quote processing on handhelds/ mobile devices.

Building Customer Loyalty using Predictive Social Analytics:

Infosys advanced predictive analytics model developed on Oracle Business Intelligence Enterprise Edition (OBIEE) enables cross-selling and up-selling on social media. Real-time customer insights and social data driven predictive analytics enable accurate product recommendations to customers, thereby maximizing sales revenue and building enduring customer loyalty. Social insights blended with enterprise customer data alerts sales and support teams to take preventive actions. The solution helps enterprises evolve from customer information visibility (reporting and analysis model) to knowledge/ intelligence enabled (predict and act model) decision making enterprise.

Visit Social-Mobile CRM @ OOW 11

Learn more about Infosys Thought Leadership on Social CRM