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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.
Improve customer interactions and boost revenues with sales management tools for compensation, territory management, partner management and sales performance management.
Improve your customer experience by using our case management, field service management and self-service management solutions.
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.
Automate business processes and increase productivity using proven BPM workflow management tools and integration software packages and our cross-industry expertise.
We offer customized CRM solutions that address specific challenges in financial services, insurance, healthcare, retail and other industries.
Customized customer account openings, fraud detection and sales force automation for various brokering products.
New customer acquisitions, multiple line of business management, agent lifecycle support and streamlined customer claims.
Contact center, self service solutions and customer analytics
Key account management solutions, self-service portals, territory alignment applications and business intelligence.
Integrated license and entitlement management solutions.
Full-featured transactional loyalty management.
Enterprise Application Services: Moving Business into the Digital Age
A view of organizations across industries and business functions that have made the digital shift.
Beyond Omnichannel: Determining the Right Channel Mix
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
Recoding the Customer Experience
Artificial intelligence (AI), machine learning (ML), and the Internet of Things are gaining momentum across enterprise environments. By incorporating these technologies into their strategic agendas, organizations industry-wide can streamline processes, anticipate customers’ needs and behaviors in real time, stimulate profitable growth, and deliver experiences that live up to the promise of digital.
The 2020 Customer Experience
The ongoing digital revolution and the rise of the commercial Internet have empowered customers to engage at their convenience with companies across multiple channels. Likewise, contact centers have become multichannel, self-enabling engagement hubs spanning the customer lifecycle – from marketing, to sales, and service. Enterprises that adopt this model will emerge as masters of the customer experience (CX) – driven by three megatrends: systems convergence, intelligent self-service technologies, and zero-UI design thinking.
Digitizing Field Service Vendor Management
By digitizing field services management within their company and with third-party vendors, communication providers (CSPs) can successfully navigate the complexities of providing and supporting cutting-edge offerings and improve their performance in areas such as workforce management, command center operations, routing and dispatch, and customer service. All while trimming operational costs and driving profitable growth.
The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design
To boost business outcomes and deliver superior experiences, chatbots must quickly deliver responses that speak directly to individual human needs and apply meaningful responses to evolving requirements over time.
Digital Customer Due Diligence: Leveraging Third-Party Utilities
By leveraging digital technologies, automation and third-party models, banks can more successfully navigate the complexities of the client onboarding process.
Optimizing Customer Support with Machine Intelligence
By applying learning algorithms to customer care solutions, agents can quickly troubleshoot and proactively resolve customer challenges.
MDM and Social Big Data: An Impact Analysis
By combining social big data with master data management, businesses can develop personalized products and services, anticipate customer needs and gain competitive advantage.
Creating a Banking Experience that Keeps Customers Coming Back
Today's customer experience is part digital, part physical. Here's how your bank can use customer insights to better engage customers and prospects and create seamless, consistent experiences at every touchpoint.
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
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
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