CRM Case Studies

Beyond Bank

Creating business efficiency with a 360-degree view of the customer, using Microsoft Dynamics 365 for Customer Engagement

Evolving from a credit union to a customer owned bank with over $4 billion in assets under management, Beyond Bank set its sights on market differentiation.

The goal: Draw out real-time customer data from core banking processes and applications, to provide a complete, 360-degree view of the customer.

Challenges

Aging CRM software ill-equipped to support the bank’s business transformation strategy

Fragmented customer experience means staff must sift through up to15 different tabs and screens to identify the information needed to handle a single customer call

Existing independent network limiting the speed to market

Solution

Move from on-premise software to a cloud-based solution encompassing CRM, marketing, and social engagement

Ensure real-time data from core banking processes feeds into the primary customer portfolio screen, to provide the most succinct and relevant view of customer

Results

A 360-degree view of the customer, which lets Beyond Bank understand customer needs and identify and capitalize on opportunities

Simplified process and deeper integration has reduced administrative tasks, allowing staff to spend more quality time with the customer

Move to cloud-based solution enables new functionality to be added quickly

Ability to implement real-time sentiment analyses of customers across multiple touch points

Univar

Consolidating Salesforce to deliver standardization and automation

Univar, a leading global chemical and ingredient distributor, needed a standardized sales process, a single source of data for management to review, and improved data quality and a business-to-business (B2B) marketing automation tool for its Environmental Sciences (ES) organization

Challenges

Consolidate ES Salesforce instance into the core North America (NA) instance of Univar

Streamline ES users’ sales process to align with existing NA sales process and increase adoption within ES user group

Solution

Implemented Pardot B2B marketing for Univar’s ES organization

Proactively provided custom solution in Salesforce for fetching and segmenting ES Sales data from external system as input for Pardot journey programs and also measurement of success

Coordinated with other Univar IT teams for account integration testing

Results

Single, consolidated Salesforce for Univar’s ES and NA users

Improved data quality for ES business and better visibility into ES sales pipeline and opportunities closure

Salesforce license cost saving by decommissioning of the ES organization

Enhanced capabilities in the B2B marketing area via implemen-tation of Pardot

Jemena

Improving customer service and more with SAP Hybris sales implementation

Jemena, an Australian utilities infrastructure company supporting millions of customers, engaged DXC’s Oxygen practice to help increase data visibility, customer management, mobile capability
and more.ChallengesJemena was hampered by a lack of overall visibility into sales activities and customer records:

Information silos were the norm, with no single source of truth for customer data/interactions

No collaboration tool to integrate organization-wide efforts for improved customer management

No real-time reporting or mobile capabilities

SolutionAn out-of-the-box SAP Hybris capability focused on field sales automation, account and contact management, visit planning, and sales pipeline management:

Provided a platform to further growth across Jemena’s business units

Mobile-ready — offering consistent operability across devices and computers

Reporting dashboards leveraging out-of-the-box reports to deliver key KPI insights

ResultsA unified, organization-wide view of all customer interactions enables better service delivery to customers:

Rapid ROI, due to cloud-based deployment and subscription pricing

Accessibility of customer data anytime, anywhere through mobile-ready apps

Improved data gathering, collation, aggregation, and analysis

Increase in user adoption, thanks to modern HTML5-based user interface

Better service delivery to customers, rapid return on investment

Emaar Properties (UAE)

Implementing an Oracle Cloud for sales, service, and marketing

Emaar Properties, a $3 billion real estate development company based in Dubai, United Arab Emirates, is known for large-scale projects such as Burj Khalifa, the tallest building in the world.Challenges

Support development of King Abdullah Economic City (KAEC), a $50 billion project located in Jeddah, Kingdom of Saudi Arabia

The project included industrial, port, residential and education and business districts

Solution

Developed a business case demonstrating project value and cost savings

Created an ERP modernization program to meet Emaar’s business needs:

̶ Deploy Oracle Cloud Sales, Service & Marketing Solution and integrate with Oracle financial applications for five legal entities
̶ Simplify interactions with customers and prospects
̶ Enable support/tracking of sales activitiesResults

Improved customer service by offering multi-device, multilingual support as well as a single source of customer data — speeding interactions and eliminating duplicate data capture

Created an integrated system with a single source of customer, service, and sales data to support service improvement and other initiatives — providing the ability to synchronize business decisions

75%
Improvement in cross-sell/upsell penetration

DXC Enterprise & Cloud Applications: Enabling technology partners

In summary: DXC’s CRM solutions

Helping the move from transactions to digital-first interactions

► Create a more compelling customer experience with personalized, deeply contextualized experiences across all channels

► Adapt to changes in the business with the flexibility to adjust business models

► Reduce cost and capital expense by leveraging the power of the cloud

► Gain a deeper understanding of customers by understanding the complete customer journey

► Empower employees and improve productivity by providing access to customer information they need, when they need it