Challenge

The client, a world-leading automotive company, was managing its CRM function using disparate information systems and interfaces across different markets. The CRM solution needed to reduce time to market and provide a cost effective solution across markets, accommodating for a global governance model, while maintaining locally developed best practise.

Solution

An end-to-end service was provided to the client via a global delivery model, which included a “flying squad” for CRM expertise, local teams for native language font-end development, and near-shoring for backend development.

 

Key features:

  • Lead management
  • Campaign management
  • Care management
  • Customer data management
  • Project planning
  • Interface design
  • Data migration
  • System design
  • Test strategy
  • SFDC customisation and configuration
  • Extension platform customisation
  • Support and maintenance
  • Continuous integration
  • Development of kernel (single code branch) with market specific extensions
  • SFDC CRM development
  • Cloud solution leveraged the NTT Group’s Managed Cloud Platform
  • Implementation and subsequent rollouts: CRM system support by implementing EP architecture to integrate with SFDC

Results

  • Alignment of markets with central functional and technical standards
  • Integration to backend systems using extension platform
  • Uniform processes across multiple markets
  • Consolidated view of CRM