CRM for Corporate Services

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Hotline System & Services helped a leading Insurance broker to automate manual processes by leveraging a custom built Customer Relation Management framework

Business Challenge

The client's business is spread over multiple branches across India, and there was no centralized framework to manage the sales operations. The client lacked the holistic overview of their sales pipeline.

The other challenge was to update information of renewal customers and track the performance of the tele-caller/sales team and also identify non-performing callers for further improvement in quality of interaction and sales.

Green Apple Solutions undertook a root cause analysis to identify the pain areas in their sales workflows to develop a CRM solution to stabilize and scale their current operations.

Engagement Overview

Hotline System & Services went through a broad analysis and apprehended the major cause of mismanagement in sales operations. Absence of sales tracking inhibited the new business opportunities for the client.

To overcome these quandaries Green Apple Solutions rapidly mobilized a team of business intelligence and technology experts who adopted agile methodology to deliver an office automation cum CRM solution. Our consultants had one on one sessions with core team members of the client to understand their existing workflow and challenges.

Our experts personally met the sales managers to understand their business overview in order to plan and design a relevant strategy to overcome their technological challenge. This gave a transparent view of their pain areas and it was necessary to design custom solutions for them as the existing ready-made options available would not have catered with their requirements.

Based on their needs and existing gaps, we architected and centrally deployed web based CRM application.

This application offered the following functionalities:

  • Single platform for customer database/managing leads
  • Capturing all interactions with the potential customers
  • Identifying cross selling/up selling opportunities
  • Workflow Management
  • Reporting
Business Impact

The CRM solution helped the top management to gain access to real time updates from their sales teams. The reporting framework helped them manage their sales pipeline and work on strategic initiatives rather than being involved with daily ad-hoc operations.

  • Other benefits:
  • Improved lead conversion
  • Increased customer retention
  • Easy categorization and prioritization of customer profiles
  • Track effectiveness of sales force
  • Improved inter-departmental teamwork
  • Increased visibility through automated reports