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Case Studies

Global Roll out

Implementing a Customer and Sales Management (CSM) solution for a leading contract Electroni

 

Challenges 

  • No tool to track the ‘cost of serve’ for each customer 
  • Disparate sales processes across business units 
  • Manual, sub-standard performance management process 
  • Inefficient opportunity management process


Solution 

  • Implementation of Outlook- based Microsoft Dynamics CRM to automate the CSM process for seven business units across 30 locations

 

The Pratyaya Effect:

  • Standardized sales processes with a global CRM template 
  • Automated segmentation, alerts and performance management 
  • Centralized the account planning process 
  • Deployed the solution across EMEA, APAC, NA & LATAM 
  • Seamless integration with SAP, SharePoint, and Legacy Platforms  


Benefits

  • 20% better sales personnel productivity
  • Lower TCO and reduced sales costs 
  • 50+ enhancements deployed during implementation and rollout 
  • 5% reduction in global customer Engagement costs 

Smart Card Case Study

Protect vulnerable users by facilitating access to local services, benefits and discounts

 

Problem to be solved: 

  • Increase social inclusivity by allowing vulnerable groups, to be able to gain non-stigmatised access to services they might not otherwise use, such as discounted leisure activities or peer-to-peer connection with local volunteers
  • Interface & seamless administration with MIS 
  • Present business is carried out through spread sheet and Voucher system
  • To eliminate the disparate systems there by decreasing the risk to the business and maintenance costs
  • Reduce the cost of delivery / re-engineer the process to work at appropriate market depth
  • Improve Customer service quality
  • Increase the use digital services across services and with our customers, by providing digital solutions (smart card).


Solution: 

  • Integrated portal with smart Card CashLess system. Single point of entry for the users
  • Design workshop conducted with client architects to ensure early design buy-in
  • Define the road map to extend the Smart Architecture into an Enterprise Architecture
  • Pratyaya worked in close association with our NXP & Indentive partners to share the right Smart Card, Card Reader and Printer
  • Collaborative development with client team comprising of architects and business analysts & during all phases of the project
  • Implemented best practices to increase productivity and quality of product 


Benefits:

  • Enhanced social inclusivity by allowing vulnerable groups, to be able to gain non-stigmatised access to services they might not otherwise use, such as discounted leisure activities or peer-to-peer connection with local volunteers
  • Residents access services without the need to enrol in specific services or provide proof of ID, address etc, much of which we already hold in different systems, multiple times.
  • Smart card to users that allows them to access leisure services, library services, grants and  Discount card without needing to complete different application processes. The system will allow future services  also be added.
  • Minimise face-to-face and call centre administration by allowing users to register once to use multiple services
  • Seamless integration of different applications
  • Scalable business model supports inherent changes to the client’s business model and evolving business environment
  • Acting as a pilot to the vision of hosting all of the support applications on the portal with enrolment, issuance and maintenance of smart and associated records with transactions at various touch point without revealing nature of transaction to peers. 
  • MIS and reporting with detailed data analytics


Learn More

Government municipal provides a “Residents’ smart card” through the  customer portal.

The aim of the smart card is to:

Protect vulnerable users by facilitating access to local services, benefits and discounts

Increase social inclusivity by allowing vulnerable groups, to be able to gain non-stigmatised access to services they might not otherwise use, such as discounted leisure activities or peer-to-peer connection with local volunteers
Minimise face-to-face and call centre administration by allowing users to register once to use multiple services

Act as a vehicle for promotion and public health messages

Find out more

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