| The client is one of the world's largest biotechnology companies and is based in the U.S. With annual revenues of about $8.4billion, the client employs more than 7000 people worldwide. |
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| The client was experiencing the following challenges: |
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- Managing customer relationships and lengthy sales cycles
- Lack of integration between different customer touch points, such as phone, fax, e-mail, and Web
- The necessity of providing sales representatives access to up-to-date sales data gathered across the enterprise
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| Cognizant's solution included: |
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- CRM Planning, Design, Application Development, Implementation, and Support
- Integration of processes involving SFA, Call Center , and PDA
- Interface design and development (interface with Customer Master and Sales)
- Siebel-Actuate and Cognos Reporting
- EIM, database administration, data migration, and data maintenance
- Conducting a Mock Upgrade process prior to the actual upgrade resulting in huge savings
- Upgrade of the application from Siebel 6.3 to Siebel 7.5.3
- Development of a new module called "Direct to Consumer" (DTC) using Siebel Marketing to evaluate the effectiveness of the in-house direct mail marketing campaign
- Enhancement of the system to enable access from handheld and mobile devices
- 24x7 production support, bug fixes, and continual feature enhancements
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"In North American Applications Outsourc
-ing, Cognizant edges out offshore competition in the current offering, primarily on the strength of strong client reference scores"
The Forrester Wave™:
North American Applications Outsourcing, Q1 2007, Forrester Research, Inc., March 26, 2007 |
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