| By Expertise |
| Business transformation |
| Customer management |
| Technology exploitation |
| Management information |
Experience - Technology Exploitation
Exploiting CRM technology
Planned and managed the business readiness activities for the deployment of Siebel across 7 locations in Europe. This involved defining the customer management rules, the processes for collecting & maintaining information, training the users and generating demand for the new system.
CRM technology selection
Defined the business requirements and managed the vendor selection for a CRM solution to be deployed in 18 locations across the world. This assignment involved an in-depth analysis of Microsoft Dynamics CRM 3.0, Pivotal and ONYX.
IP Telephony
Led an initiative to improve the customer experience by changing the operating model and customer handling processes for managing branch destined telephone calls by taking advantage of the capabilities provided by IP telephony.