Case Study

Yellowcom - Telephony Provider

Dynamics 365

Background

In a strategic partnership, Infopad embarked on a transformative journey with Yellowcom, a renowned player in the telecommunications sector, to overhaul their Customer Relationship Management (CRM) systems. Yellowcom sought to revamp their CRM processes to enhance operational efficiency, customer engagement, and data management. This case study delves into the challenges Yellowcom faced, the solutions Infopad implemented, and the remarkable outcomes of this collaboration.

Challenges

Inefficient Service Level Agreements (SLAs): Existing SLAs were outdated and no longer aligned with Yellowcom's operational goals or customer expectations.
Complex Order Processes: The order and opportunity management processes were cumbersome, leading to manual errors and inefficiencies.
Data Management Issues: Problems in managing separate contact details for different sites associated with accounts were leading to data inaccuracies.
Lack of Automated Communications: The order process lacked automated customer communications, affecting the customer experience and operational efficiency.
Ineffective Call Management: There was no integrated system for recording phone calls or managing call information for reporting and order progression.

The Solution

Infopad embarked on a transformative CRM project with Yellowcom, a leading telecommunications provider, leveraging deep expertise in CRM consultancy and business analysis to address key challenges and optimize customer relationship management.

Through these strategic enhancements, Infopad not only addressed the immediate challenges faced by Yellowcom but also laid the groundwork for a more efficient, customer-centric CRM system. This project highlights Infopad’s capability to drive significant improvements in CRM strategies, leveraging advanced consultancy skills and business analysis expertise to deliver transformative results.

Here’s an in-depth look at the strategic enhancements Infopad implemented:

Outcomes

New SLA Framework: The new SLAs were meticulously crafted to support Yellowcom's commitment to excellence, fostering a dependable and trustworthy service environment.
Order Process Redesign: These changes significantly streamlined operations, reducing the need for manual input and minimizing the potential for errors, thereby enhancing overall operational efficiency.
Introduction of a New CRM Entity: The implementation of this new entity was pivotal in enhancing data integrity and accessibility, addressing a critical need within Yellowcom's CRM ecosystem.
Automated Email Communications:By enhancing the consistency and reliability of communication, this initiative significantly improved customer satisfaction and contributed to a smoother, more efficient order process.
Phone System and Teams Integration: This integration automated the recording and logging of call information directly into the CRM, improving the accuracy of data for reporting purposes.

Summary

Infopad’s strategic CRM overhaul has significantly enhanced Yellowcom’s operational efficiency and customer engagement. The introduction of a new SLA framework, streamlined order processes, improved data management, automated communications, and integrated call management systems have collectively transformed Yellowcom’s CRM capabilities. These enhancements have not only addressed immediate challenges but also laid a robust foundation for sustained growth and innovation in customer relationship management.