5 Years of Pragmasys Consulting

Pragmasys Consulting is the realization of an idea – aiming towards smart Customer Relationship Management (CRM / XRM) solutions for organisations who have underutilized resources and need assistance in streamlining their operations. On the occasion of completing 5 years, an important milestone by itself, we get into a candid chat with the partners at Pragmasys.

What was the thought behind starting Pragmasys?

The purpose of Pragmasys has always been to provide advisory service to the businesses, to optimize their investments in terms of software product licenses or the implementation services where they have underutilized particular software benefits.

The Implementation Advisory, a premium service was aimed at advising on the five pillars of success of any enterprise software product viz Goals, Processes, Technology, Governance and User adoption as well as monitoring the progress of the project wrt these pillars throughout the implementation lifecycle. The idea was to make great savings for the customer which themselves would fund the advisory service.

When we look at today’s Pragmasys we think the roots lie in the success of the Implementation Advisory service as our customers saw merit in our service and our commitment to the customer’s success and demanded more than just the advisory service to take over the complete implementation. As we build the development team to provide the implementation service then the Industry specific solutions and subscription offering was a natural thought progression.

Please describe the first customer acquisition

Our first implementation assignment came in from our association with Oracle, based on our super speciality expertise in Siebel. We were a team of only 5 members and had an uphill task of doing a complete implementation of Partner Relationship Management in just about 3 months. Pragmasys team was looked upon highly as the saviour in the multi vendor environment in a high pressure delivery timelines. Pragmasys team came out as winner as we steered the project successfully through the challenging environment and helped our customer to come out as a winner. Since then there is no looking back whether it is Siebel, Microsoft or any other product and any customer. Pragmasys team works only with one objective “Customer Success” and believes the rewards follow the good work.

How has the Pragmasys evolved over the years and the corresponding implementation strategy for the same?

Well as mentioned earlier Pragmasys has enhanced it’s service offering from Advisory services to Industry Specific solutions, Cloud Solutions, Complete implementation services and beyond CRM to encompass the Business Intelligence (Analytics) domain. At Pragmasys we like to keep things easy and a step at a time. Every year we ask ourselves a question what next? How can we contribute to simplify business solutions further, improve end user productivity and experience? We take one initiative at a time which has business merit and has value from our customer’s perspective.

Pragmasys team constantly keeps adding new industry solutions / add-ons to ensure the end users get business value and ease of use. This year being special we decided to enhance our geographical coverage and are setting up office in United States. We hope to follow it up with Europe in the coming year.Moreover Pragmasys service offering has also increased and not only in CRM space now we are seen as trusted advisers for customer’s in the space of Social media, digital marketing also. As these additional touch points have become very critical in current scenario.

What makes Pragmasys different?

At Pragmasys everybody knows what our focus is. We look at every point how it affects my customer’s business. We clearly know we are not technocrats and do not invent any new technology rather we make effective use of the technology to provide business applications solutions which help our customers to improve their business operations. Just like in many situations the solution to a complex issue is a simple common sense. This very simple thought base principle has amazing results which are evident from the progress Pragmasys has made, not only improving the top-line but the bottom line also.

What are the future implications of the technology that Pragmasys is working on?

As said earlier we are not focusing on any technology rather we focus on business challenges and provide solutions using technology. We see a rapid growth in use of mobile devices as well cloud adoption. Both these areas have great opportunities for Pragmasys as well as our customers to leverage upon to take a lead in the market.

What are the key company milestones for the next 1 to 5 years that needs to be achieved?

Pragmasys team looks forward to being recognized for its specialities in the global markets in the next 5 years. So expect Pragmasys presence in multiple countries in next 5 years. Pragmasys will also launch many plug & play CRM solutions specially designed for typical business processes / domains working on multiple cloud CRM platforms specially in areas of Channel management, Employee relationship management, partner relationship management etc

What are you paranoid about?

Pragmasys team is always paranoid about only one thing “Customer Success” because that the only thing we track or may be because that is the foundation how Pragmasys was borne.

Case Study: Reliance Life Insurance Company

Life insurance customers rarely get in touch with the insurer. Reliance Life’s goal is to leave a lasting impression in that minimal interaction with its customers for maximum retention. The challenge was how to provide consistent service — be it at a remote or metropolitan branch or at the call center. Microsoft Dynamics CRM 2013 allows Reliance Life to achieve all this and more. By integrating all customer touch-points, it creates a seamless experience from on-boarding to claim.

This is where Pragmasys, stepped in and implemented Pragmassurance, our solution for the Insurance industry. Read the complete case study here.

MSCRM for SME’s

Start up companies/organization owners while wanting to take the next leap, are always in a dilemma of whether to implement a CRM solution or not for their business. In our experience, we have observed that one of the major factors which determines the success of any business is to have access to timely and relevant data. All businesses have data starting from their own customer information to sales data, vendor lists, marketing campaigns, events that they have done and the results thereof. The issue with most scenarios is that, though all these data is maintained, they are often with individual sets of people, different excel sheets and independent pieces of software and it is often difficult to access all this information and use it to the best of purpose required.

This is when an effective CRM solution like MS Dynamics comes into picture. It helps reduce the scattered information and helps to streamline all operational data at one place, which can be easily accessible across the organization by various departments. While an effective CRM will help business leaders in an organisation to understand and anticipate their customer requirements, the business delivery professionals also need to start enhancing their service turn around time so as the customer experience is enhanced. Though CRM tracks every interaction that a company representative has with a customer or a prospect, it also starts reflecting the real issues & positives from a customers’ point of view like any unanswered emails, issues, queries, requests or the result of a successful marketing campaign/event.

One basic check that all business and process owners should keep in mind is that a CRM solution gives measurable returns however the results come gradually over a period of time. Implementing a CRM solution requires a strong buy-in from not only CRM process owners but also other functions like sales, service, marketing teams, who are the actual users of the system as a whole. The main reason for buy-in is that often sales representatives have their own preferred medium of communication with their set of customers and they may see a CRM solution as a hindrance in adopting to a better/faster solution for collecting, maintaining and analyzing reliable pieces of data at one go. Keeping everyone’s requirements in mind, we provide a simple UI platform in terms of MS Dynamics CRM solution to users to perform their daily tasks in the most efficient manner. This ultimately helps businesses grow and define an overall landscape for the organization with intelligent data analytics and minimal manual effort.

Enhancing Sales With CRM Dynamics

Traditionally marketing and sales roles have been treated as two different functions in an organization. However, with the evolving digital media, this differentiation is getting blurred. There is an increasing noise within the two teams as to who is poaching into the others territory and this is largely because all are dependent on information.

Typically, a customer to an organization’s products / services is already aware of their presence through Email campaigns, Website, Facebook, Twitter or an Event/ Promotion. The customer has already signed up for some program and hence the details should be available in the one database or the other. Therefore, it is ever so important for the Marketing and Sales Heads to know:

  • Who is the customer?
  • From where the customer is coming?
  • Why is the customer visiting the brand?

With this changing digital landscape, need of the hour is a perfect CRM solution like MS Dynamics CRM becomes an answer to many such questions and database management. At the same time, CRM also contributes towards effective client acquisition and retention because all the customer interactions (emails, sign-up details etc.) are stored at one place. There are practical scenarios like multiple representatives handling the same case with multiple histories. This way, while the marketing team can use CRM and track data, to ensure that all categories of customers know about the products and services that the organization offers; the sales team gets to use the same data to be on top of sales targets and fulfilling customer requirements.

It is hence very important to have one centralized MS Dynamics CRM platform which all departments can access customer information to understand customer needs better and deliver services/products accordingly.

4 reasons why social listening should be part of your digital strategy

As a product or a service company one realises that there is a whole lot of information being generated on the web about your brand on different social media channels. This is from your customers, vendors, employees, competitors and so on. It is important to keep a tab on the content, so as to answer or contribute to the conversation positively. While Social Listening platform from Microsoft helps in:

– Understanding what people are saying about your brand

– Identifying market trends vis a vis your competitors

– Interacting and responding postively to customer statements/ queries

Here are 4 compelling reasons to adopt social listening as part of your marketing strategy: 

Business Intelligence: A key use of the Social Listening platform is to identify the share of voice on social media. One can understand which topics drive engagement the most. The system allows you to track up to 19 languages and sentiment natively in 5 languages. A brand can easily keep tabs on their customers as well as competition w.r.t campaigns, products and services. 

Reputation Management: It is easy for anyone to say something positive, neutral or negative on social media. There are so many platforms that it becomes difficult for a brand to monitor all comments real time and respond appropriately. The Social Listening platform helps do just that! Brands can now easily set their campaign, keywords and keep track of sentiments on the different channels on social media like Facebook, Twitter, Blogs etc. Once the critical sentiments have been identified the marketing/ servicing team can respond appropriately through personalized messages. 

Customer Service: Providing standard replies through email is no longer acceptable. With social media, customers are becoming smarter and demanding smarter resolutions to their queries. With Social Listening platform, brands can identify influencers, brand loyals and customers who are dissatisfied. Once we are able to pinpoint the customers and their queries, it becomes easy to respond with personalized solutions. 

Return on Investment: Once upon a time, ROI was a big thing to determine for campaigns on social media. With Social Listening platform brands can increase productivity with consistent and scalable ways to manage marketing costs, reduce cost of acquisition of leads and streamline processes with effective social media monitoring.

 

Top 10 Features of the New MS Dynamics CRM 2015

The Microsoft Dynamics CRM 2015 is loaded with new features and awesome additions. Some of the features like search enhancements has been long requested, so we are delighted to put together the favourites for you

1. Search: Improved search capabilities provide a quick way to find and navigate to records by letting users enter keywords in the search box on the navigation bar. The search box supports using an asterisk (*) as a wildcard character, and allows the user to search across record types and get a full list of matching search results. The new Advanced Find icon, which is now on the nav bar helps find matches for a certain type of record. Also on the search results page, one can select a filter from the drop-down list.

2. Synchronize more information between CRM and Outlook/ Exchange: Users can now easily sychronize more information, including:

– Additional contacts and tasks fields
– Assigned tasks
– Appointment attachments

3. Tablet Enhancements: Two critical improvements to call out for Dynamics on iPad, Windows 8 and Android tablets including creating offline drafts and later synchronising the changes with connectivity and building an app home page personalised with pinned records & dashboard views.

4. Business Rules: Have now been enhanced and include the following:

– Write once, execute everywhere Business logic is now even easier to implement and enforce
– Server side execution allows business rules to be executed irrespective of whether changes are made through the client or on the server though the SDK. Rules can be executed on create or update of the record and form specific actions (field visibility, lock/unlock and field requirement) are ignored.
– Express richer business logic
> If.. Else if.. Else support enables more complex structures to be easily defined
Combine multiple expressions using simple and/or grouping to enable the definition of richer conditions. For instance, if the lead rating is hot or if the lead is from an existing account, mark this lead as ‘ok to pursue’.
> Support for default values and behaviors
– Set up each record just right for your sales reps by pre-filling information when a record is created. Express condition-less business logic for rules formed of Set Default, Show/Hide, Lock/Unlock, Set Required.

5. Business Process Flows: The introduction of the Client API for business process flows, provides complete programmatic access to active and enabled processes. With JavaScript code, implemented by one of your developers, it is now possible to ensure that the user is always working on the right stage of the right process in any given situation. For example, if a priority prospect is tagged on one or more field values, JavaScript can be used to accelerate this priority prospect to a stage later, in the process flow thereby removing the need for the CRM users to unnecessarily progress this lead through every defined step.

6. Calculated Fields: With the MS Dynamics CRM 2015, one can define the calculated fields in the CRM User Interface without needing to write code. The calculated fields contain a value calculated based on conditions and a formula defined within this field. Imagine, we can now use KPIs and metrics anywhere and everywhere, e.g. Information like Share of Wallet, Total Relationship value for customers will now be available readily without any code or customizations.

7. Campaign Management Console: The new CRM 2015 edition has been enhanced to include complex multi-condition triggers to fine tune responses, embedded cross campaign offers and A/B testing. A/B testing provides marketers the confidence that their efforts will deliver the desired impact by easily setting up and running A/B tests that are multi-objective with results displayed via in place real-time analytics.

8. Integrated Social Listening: This edition of CRM comes with an integrated transactional and social insights and positively impact on your brand with sentiment analysis.

9. Product Families: Sales operations managers can easily configure product offerings that bundle related products together and provide tailored pricelists giving sellers the ability to position the best products at the best price. Salespeople can see suggestions for cross-selling and up-selling, and get recommendations for accessories or substitutes right on the opportunity form while they are working their deal.

10. Sales Hierarchies: With this release manage and report on your sales data in a way that maps to your business, users can see how info is related or grouped by viewing accounts, products, or users in hierarchical charts. One can click a block of info to get more details and navigate to the info you’re interested in. For example, from the hierarchical view for accounts, one can:

– See how an account is doing in overall revenue
– Drill into tiles for sub-accounts to see where the deals are coming from
– Find out who is working an account and enlist help from others by sending email or sharing the account with other salespeople
– View important details about each account, such as credit limit and latest activity posts for the account

With these new additions, the sales, marketing and customer service teams in an organisation using MSDynamics CRM 2015 will see a boost in productivity.

Pragmassurance on CNBC TV 18 !

It gives us immense pleasure in sharing the success of country’s one of the biggest Dynamics CRM implementation in the BFSI sector. This not only adds yet another customer to Pragmasys’ all happy customers family but also proves the abilities of Pragmasys team to deliver very large and complex (close to 20 million policies, 30 million contacts, 300 K cases a month, over 20 real time integration with core policy system carrying out few thousand transactions every day and supporting 2-3 thousand users across the country) enterprise wide deployment of Dynamics CRM for Reliance Life Insurance.

 

Why we love MS Dynamics CRM and you should too!

At an organisational level, teams are often faced with situations like:

– Multiple sales representatives speaking to the same customer, hence duplicity of efforts and communication
– Multiple tools are deployed generating different data points but cannot be integrated into a common dashboard

The above challenges look complex but are invariably simple to resolve through effective utilisation of Microsoft Dynamics CRM module. With Microsoft Dynamics CRM, the sales team can access all documents/ quotes/ information about a customer at one. The top 3 reasons why we love MS Dynamics CRM are:

Prospect/ Lead management: A sales representative gets a lead writes down in his notebook and forgets about it vs an alert set up in Microsoft Dynamics CRM can create a task assignment for a prospect that hasn’t received a follow up call in a specified time. With Microsoft Dynamics CRM, one can intelligently put their time with help of automated assignment of outbound calls and follow up activities with prospects/ leads assigned. This can be followed by leads closed. The ones open in the system can be assigned reasons or marked for follow up. The consolidated dashboard can help synchronise the marketing teams efforts with the sales team prospecting efforts.

Discover well-wishers: As part of marketing outreach programmes, organisations reach out to many past customers for referrals. Invariably the business increases but before Microsoft Dynamics CRM it was impossible to track from where the referral was coming, but now sales team know and continuously update their referral database.

Warning Systems: No one is enthusiastic about calling or responding to an email from an irate buyer. But what one fails to realise that procrastinating it will only increase the heartburn for the customer and the organization. Microsoft Dynamics CRM can send alerts to the team responsible for all teh activities that needs to be done but hasn’t been. A dashboard gives everyone in the team/ company a visual reminder of high priority tasks. This helps in categorizing high priority jobs and understand which amongst the team member is responsible.

CRM as a strategy

It is important for organisations to start building value for their customers and that will happen once they turn them into assets. To achieve this, organisations need to identify good customers who believe in collaborating and building meaningful business relationships over time. To make them profitable over time, it is imperative to know which customers are meaningful, profitable or will perhaps turn profitable at a later date. Deciding on which customers to focus and which to keep working on, becomes the first step in building a successful crm strategy.

Technology plays an important role in understanding and streamlining customer contact processes.To base their decisions, organisations need to get insights based on analytics, different metrics, deep business knowledge and service. Employees play a crucial role in managing the data and to adopt the CRM strategy successfully. With this, organisations are only enabling the capabilities in building a successful customer strategy.

With the use of successful crm implementations like MS Dynamics CRM, the shortening delivery times allows the sales team to focus quality time on servicing and building new relationships.