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A Playbook for Managing at the Crossroads

OUR LATEST THINKING

Innovation Beyond The Four Walls

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FEATURED NEWS

October, 30, 2014

Cognizant Named a Leader in Business Intelligence Services by Independent Research Firm

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The Cognizant Difference

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Our Approach

Building a solid CRM foundation is no easy task. Organizations must not only identify the best CRM technologies for their business, but must also employ effective change management strategies to align their people and processes with customer relationship goals. Cognizant’s CRM practice possesses significant experience implementing CRM solutions in a variety of industries around the world. We can help your company on a broad range of CRM priorities, from sales management to marketing automation to customer support and service.
We work with a wide range of CRM products, including Oracle Siebel CRM, Oracle OnDemand, Microsoft CRM, Amdocs, Salesforce.com, Right Now and Cegedim Dendrite. Our services run across the system development lifecycle from development, implementation and maintenance to testing, upgrades and managed services.
  • Sales Management

    Improve customer interactions and boost revenues with sales management tools for compensation, territory management, partner management and sales performance management.
  • Marketing Automation

    Make sure the right messages are delivered to the right customers through the right channels. Leverage our solutions for campaign management, list management and lead generation.
  • Customer Support & Services

    Improve your customer experience by using our case management, field service management and self-service management solutions.
  • Enterprise Data Management

    Enhance customer relationships with a single, accurate and trustworthy version of your data.

Industry Solutions

We offer customized CRM solutions that address specific challenges in financial services, insurance, healthcare, retail and other industries.
Banking & Financial Services
Customized customer account openings, fraud detection and sales force automation for various brokering products.
Insurance
New customer acquisitions, multiple line of business management, agent lifecycle support and streamlined customer claims.
Life Sciences & Healthcare Key account management solutions, self-service portals, territory alignment applications and business intelligence.
Technology Integrated license and entitlement management solutions.
Retail & Hospitality Full-featured transactional loyalty management.

OUR LATEST THINKING

Cloud CRM's Evolution and Impact on QA
Cloud-based applications such as customer relationship management (CRM) systems require a testing approach suitable to this platform. We offer such a model, using Salesforce.com as one of our examples.
Retail Banking: Delivering a Meaningful Digital Customer Experience
To compete effectively, banks must fully adopt digital technologies to enhance customer experience, by providing mobile banking, omni-channel banking options, digital personal financial management and more.
Ten Commandments of a Winning MDM PoC
Here are some tried-and-true recommendations for creating a proof of concept for master data management that will power your organization through the most common mistakes and challenges.
Back to Basics for Communications Service Providers
Our latest primary research reveals how CSPs can distill meaning from consumers' digital trails to better understand which product and service innovations will resonate and drive growth.
Enterprise Voice Technology Solutions: A Primer
A basic guide to the technology and adoption steps of voice technology solutions for the enterprise, including interactive voice response (IVR), dictation, voice biometrics and speech analytics.
The Future of Contact Centers
Contact centers have become multi-channel, multi-function units for managing customer relationships. As services move beyond phone calls to incorporate other communication channels, organizations must look for ways to provide a consistent, high-quality customer experience at every touch point -- globally and across business dimensions.
Don't Let Your Data Get SMACked: Introducing 3-D Data Management
Establishing data accuracy and quality is central to data management, but the SMAC stack - social, mobile, analytics and cloud - both makes it more complex to do so and offers tools for accomplishing the mission. We devised a three-tier "3-D" plan for data management based on integration, data fidelity and data integration.
Moving Beyond Social CRM with the Customer Brand Score
Travel and hospitality organizations can boost customer loyalty by better understanding customer behaviors and attitudes and leveraging social media to create an army of brand advocates.
Turning Customer Knowledge into Business Growth
By embracing big data and predictive analytics to create multidimensional customer profiles, companies can make more informed business decisions that better anticipate customer needs, wants and desires.
Business-Focused Objectives Key to a Winning MDM Implementation
Successful MDM projects are defined by a strong vision, structured business cases and a well-mapped ROI plan, all of which overcome the obstacles that arise along the way.

RESULTS

  • Customer Information across Bio-pharma systems
  • Spend Management: Process Transformation
  • Better Customer Service with Integrated Contact Center

Customer Information across Bio-pharma systems

For a large bio-pharma company, Cognizant created a single customer management system that combined previously separate systems spread throughout the sales and marketing organization. The new multi-tiered solution was built using a single database to avoid data redundancy and inconsistency and separated business rules from underlying software code. The new system led to more accurate customer information management and better reporting and analysis capabilities. DOWNLOAD PDF

Spend Management: Process Transformation

A top pharmaceutical company needed to upgrade its systems to reach compliance. Cognizant automated and streamlined the company’s processes to reach a state of transparency where proactive monitoring and tracking of spend data were possible. DOWNLOAD PDF

Better Customer Service with Integrated Contact Center

A large U.S. electric utility was experiencing information integration challenges, high maintenance costs and high call handling time with its existing call center application, which was used to log outage-related work requests. Cognizant designed and developed a new trouble and outage call center application with intelligent scripting for customer service. The application provided seamless integration between all of the utility’s major systems and a real-time view of outage information. DOWNLOAD PDF

  • Customer Information across Bio-pharma systems
  • Spend Management: Process Transformation
  • Better Customer Service with Integrated Contact Center

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