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| EMAAR MGF |
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| Background |
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A JV between Emaar Properties, Dubai & MGF Development, India, Emaar MGF is now India's leading premium real estate developer with Pan-India projects in residential & commercial sectors |
| Challenges |
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Capture information on potential customers in a standardised efficient manner |
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Improve sales productivity - converting leads to opportunities to customers- through sales automation |
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Reduce administrative time required to produce forecasts and reports |
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Automate manual process of customer management - assigning owners to queries/issues, escalating and tracking progress towards resolution |
| Solution |
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A comprehensive Lead Management System (LMS) was designed and deployed |
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The LMS used insights on Opportunity management to design a custom Lead Qualification tool |
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The LMS includes an automated project e-mail tool
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Standard and customised report modules were created to provide comprehensive tracking
and analysis capability for the Sales team |
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NetProphets also manages an on-site contact centre all incoming voice and online/e-mail queries |
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Emaar MGF has extended the LMS deployment to other regional centres in India |
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A Customer Care module was designed to provide customers with online access to their
accounts and also post their queries
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Customer Care Executives track and resolve their queries seamlessly through a web based
tool which allows for escalation and MIS
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| BBC WORLD SERVICE |
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| Background |
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150,000 subscribers, globally; 800,000 mails in a month |
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Two weekly e-newsletters (News, Business & Documentaries and Lifestyle) |
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Subscriber base growing at approximately 100 subscribers a day |
| Challenges |
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Mail relay under 8 hours; Time zone adjust for regional timings for BBCW programs |
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Tracking Read Mails / Bounced Mails |
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Tracking over 6,500,000 Individual links, embedded in the mailers per month |
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Track of loyal subscribers |
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Content Customization w.r.t subscriber profiles. |
| Solution |
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Workflow based completely Automated Newsletter Creation and Relay |
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Automated Customization of content (program listings) as per content preference of each subscriber |
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Automated Customization of Program Telecast Date and Time (as per time zone of each subscriber) |
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Targeted Advertising within the Newsletters as per content preferences of individuals |
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Analysis on Reading Trends w.r.t Categorized Profiles |
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Data Mart to hold subscriber databases and |
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Extensive Profiling, Reporting and Categorization of Subscribers basis (by content preference, geography, loyalty points etc.) |
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Campaign Level Reporting on Individual Newsletter Relays (no. of mails relayed, read, bounced and forwarded, link clicks etc.) |
| ACCENTURE |
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| Background |
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A leading global management consultancy, Accenture focuses on delivering high performance across vertical-industry practices and within five functionally focussed service lines. In India. Accenture leads with its business expertise in each of its selected focus areas. Accenture works with several leading Indian companies through developing strategic relationships |
| Challenges |
| Target decision makers (CXOs) within potential client organisations to |
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Create awareness about Accenture's portfolio of services |
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Establish Accenture's unique approach and delivery capabilities |
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Convey how Accenture can significantly impact their business |
In order to achieve the above Accenture required to create a CXO database and develop an
ongoing communication program
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| Solution |
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Created an initial database of 1000 CXO comprising Board of Directors, CEOs, COOs, and Heads of HR, IT and Finance through a telecalling process |
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Manage the mailing of Accenture Journals communicating Accenture's credentials to the above database |
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Process Associate team on an ongoing basis contacts the offices of each of CXOs on the database for feedback on journals received and other activities (events/surveys etc.) |
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Developed an online database solution that Accenture CRM Managers could access on the move with real time view of data updates |
| UNICON |
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| Background |
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Unicon is a rapidly growing Financial Services company with a wide range of financial services and products from securities, derivatives trading, commodity trading, insurance and real estate offerings. Their selling proposition revolves around personalised premium service and technology to significantly enhance the investing experience and effectiveness. |
| Challenges |
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Potential volume of 2000 queries per day with each requiring immediate resolution or specialist investigation - immense pressure on manual operation ; therefore automate query management. |
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Enable account teams to maximize the yield of high potential customers while keeping the other customers active. |
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Improve sales productivity through automation- converting leads to opportunities to customers. |
| Solution |
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A comprehensive Query Management System was designed which automated the entire query process including the following. |
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Automated registration and acknowledgement of queries. |
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Automated intelligent data gathering from e-mails. |
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Query assigning , forwarding and response with query data bank. |
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Query escalation system and MIS. |
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Account management module which tracks financial goals with actual performance and community benchmarks to enable account executives to maximize yield is in progress. |
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Lead Management system that enables Sales Executives to track and convert their high potential leads with complete report modules is in progress. |
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