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Keeping track of customers across sales, support and marketing touch points gets harder every day.

Our extensive global experience across industries can support your organization's need to shape CRM programs that drive customer acquisition, retention and cross-sell/upsell opportunities.

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.

Customer Support & Services

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

BPM

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

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.

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.

Energy & Utilities

Contact center, self service solutions and customer analytics

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.

RESULTS

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.

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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
  • RESULTS

    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
  • 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
  • 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 Relationship Management Services | Cognizant Technology Solutions