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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.
  • BPM

    Automate business processes and increase productivity using proven BPM workflow management tools and integration software packages and our cross-industry expertise.

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

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.
Embracing Social: The Next Step for Master Data Management
Social networks have emerged as a vast repository of information that can be used with internal master data to great improve business analytics, customer service and operational efficiencies.
Implementing Enterprise MDM
Enterprise MDM can be a powerful lever in business transformation programs, but only when companies establish a center of excellence that aligns all MDM projects toward one goal.
Convergence of CRM, BPM, MDM and BI: The “Fantastic Four” of Customer Centricity
To work more proactively with customers, organizations need to look beyond traditional technology silos and apply synergies from related systems disciplines.
Hands-on Implementation of Pega's 'Wrap-and-Renew' Solution for Aging Siebel CRM Systems
Organizations with much invested in their Siebel customer relationship management (CRM) system implementations can make best use of Pegasystems' new wrap-and-renew approach to offering the necessary software upgrades, enhancements, and capabilities. We offer a step-by-step guide to putting the Pega system in place.
Toward Social CRM in Travel & Hospitality
This white paper from Cognizant outlines how 68% of influencers and 42% of the overall public turn to word of mouth for travel purchase decisions and how social media has begun playing an important role in T&H sales.
Stop the Fragmentation and Start Synchronizing your Customer Systems
In this white paper, learn how companies can implement a process-centric customer interaction discipline as a foundation of their CRM approach and how taking a holistic approach to CRM is the one of the best ways to deliver a great customer experience.

RESULTS

Better Customer Information across Systems for Large Bio-pharma

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

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