If CRM has been a struggle or a passion for you then Infosys’ CRM blogs is the place to be in. Come join us as we discuss the latest trends, innovations and happenings which will have a bearing on CRM.

March 28, 2018

Design for Predictable Outcomes...

Despite our best efforts as Salesforce Architects, Salesforce architectures always tend to become more complex over time. As the complexity of the ecosystem increases, parts of the applications become more inflexible to change over time. In general, the changes in Salesforce are driven by both Business requirements or scoped requirements based on a pre-defined road map, which makes it difficult to strategically plan for the future and keep a check on the complexity.


If we have to draw a parallel in the biological world, in early 1980s, a group of Indian agricultural scientists genetically engineered a plant - a variant of "Prosopis juliflora" ..a thorny bush which was resistant to many diseases, could grow in dry soil and would not be eaten by cattle. This was a perfect plant to use as a fence around your precious rice fields and protect them from cattle and other pests. But the end result of deploying these natural fences was a thorny monstrous invader bush which took all the nutrients from the soil meant for the rice plants and turned healthy soil into unusable waste land...Unpredictable outcome very much like our IT landscape, new solutions can be introduced, but they can turn into administrative nightmare to keep these solutions running in the ever changing environment...


Moral of the Story : Introducing changes to a highly dynamic ecosystem can result in unpredictable outcomes...


Large scale enterprises can no longer afford unpredictable, lengthy and inefficient delivery process that does not support faster delivery cycles. Driven by market and customer pressures some of the industry leaders have started looking at alternate solutions to scale, accelerate and control the delivery outcomes.


There is a need for efficient and thoughtfully integrated applications to redefine the delivery pipeline through superior design, better delivery quality, and faster time to market. Achieving this goal is possible only through a smarter delivery pipeline which focuses on predictable outcomes, smarter development, and automation. Our vision is to holistically align culture, technology and best of delivery practices for effectively predicting cost, schedule and quality risks.


In today's massively connected world, we would need to redefine the intelligent delivery process where the need to is to deliver faster with lower risk. There is a need to build a Smart Development Platform to avoid the pitfalls of working in silos causing project delays, low quality or budget overrun. There are three design principles which we have followed to build our smart development platform


  • Augment user experience - Any persona - a developer, business analyst, tester, Project Manager or a CIO, there should be a able to naturally interact and engage with the smart development platform - ask a question, draw with a flick of a pen, smile or touch. Seamlessly move experience across devices


  • Re-invent Productivity - Evolve beyond individual productivity tools and design a smart fabric for computing based on trust, collaboration, gamification and artificial intelligence. Our customers should be able to scale up or down based on a virtualized automation pipeline and support hybrid computing


  • Intelligence as a force multipler - Predictive and analytical capability to check cost, quality and schedule. This would need scanning and assimilating vast quantities of code, operational and transactional data to drive risk assessment insights


Using these simplified design principles, Infosys has embarked on a journey to predict risk, improve enterprise agility and automate the activities involved in delivery through Infosys AgilePro - a smart development platform on Salesforce. 

Write to us on AgilePro@infosys.com for more details on this Smart Development Platform...

November 29, 2017

Achieving predictable outcomes - Dream Launch of AgilePro

Over the last 10 years, we have seen Salesforce implementations getting evolved from a simple standalone Sales / Service application to a complete ecosystem which includes Sales, Service, CPQ, Ecommerce and other edge applications. The landscape today has a large number of integration with complex data transactions. Many of our enterprise level customers are facing one or more of the following challenges?


  1. How can we foresee risk across Cost, Schedule and most importantly Quality?
  2. Can we drive simplification of ecosystem, standardization and Industrialization of the delivery process?
  3. Is there a single platform which we provide coherent automation?


At Infosys Salesforce Practice, we feel there is a Need for Governance @ Source which can enable our customers to achieve predictable outcomes to effectively address these challenges.


Infosys AgilePro is one unified platform on Salesforce which provides Governance @Source by focusing on the following areas:


  1. Teams - Gamified guided development and knowledge management through an AI based Chatbot (Probuddy) for enhanced delivery output
  2. Release Agility - Smart Release Planning and defect management for enhanced productivity and predictable delivery outcomes
  3. Automated Delivery - Best of Breed Tools virtualized and provided as a E2E Continuous Integration / Continuous Deployment Pipeline
  4. Quality - Comprehensive Delivery Output Assessment through Best Practices Enforcer
  5. Environment - TCO and ROI analysis of the Salesforce ecosystem
  6. Application Care - Org Health Analysis, Impact Analysis and one-click Customization through AppCare+



We have launched Infosys AgilePro in Salesforce's annual Tech Gala - Dreamforce 2017.


Feel free to write to us at AgilePro@Infosys.com for more details on this Enterprise Agility Platform.

More on AgilePro:


What is AgilePro?

Why does the world need AgilePro?

Functional Capabilities & Data Sheet

August 23, 2017

[Online CRM] Solution Approach & Design Principles

Recently, we went live with a huge public sector implementation for a major transportation unit in North America. As a next step, the client asked us to devise an online portal to better customer experience and reduce their employee work load. As part of this blog, I have elaborated on the strategy and key design principles adopted in designing our web CRM application. It captures detailed aspects which were thought upon to make the online CRM portal implementation a successful one.

Continue reading "[Online CRM] Solution Approach & Design Principles" »

June 8, 2017

Era Of Personalized Marketing...or is it Hyper-personalization?

It's a bird. It's a plane. It's Superman!! Yes! Yes! Its Superman and the consumer is the true superman in today's world. From spray and pray to personalized to hyper-personalized marketing - we are looking at a paradigm shift in how the marketers reach out to consumers. This is quite easy to achieve for online sites and we see if on amazon, google, flipkarts, facebook etc etc. Its pretty common to do some shopping or browse through some products on amazon and then log onto facebook and see an ad for these products. The challenge is how do we achieve this level of personalized marketing in brick and mortar scenario and retailers are lapping up new technologies like Geofencing, Beacons, Smart mirrors  etc to rise up to this challenge. 

A Geofence is a virtual perimeter that you define around your virtual store. If a customer enters this "virtual geographical location your application identifies and can send across a pre-defined message to the customer. So for e.g. you can use Geofencing to identify your most loyal customers that are near your store, look at their purchase history and send out offers that might be of interest to them. This will create a personalized marketing experience and also pull them to the store, even if they were not planning to walk in. Now imagine another use case for a fashion retailer and the customer walks into your store. Using Geofence you are immediately notified that is customer's birthday and you quickly arrange for a bouquet and have a birthday celebration! This will create immense customer loyalty and personalized experience.

While all this is good, we do have some challenges with Geofence. The first one being, does the customer require to have your mobile app and do you always need the customer to be logged into the app? Well, let's accept it - most users will not have your mobile application up and running all the time. So you mobile app should be able to run in the background but importantly it should not consume much battery or data. The other important point to factor in is what should be the perimeter of your Geofence? This has to be designed based on the use cases and there will no one rule that fits all. For e.g. if you are in an urban area, you want to have a smaller radius like 100 meters. In indoor locations, like malls, with WiFi availability, this can be further reduced based on the density of  WiFi's. More the no. of wifi spots, you can have higher accuracy and can reduce your geofence radius. If you are near highways or in rural areas with lower density, then you should consider expanding this radius.

Lastly, it is also important to not send too many messages which have no context. So evaluate your business use case and then create an offering which doesn't spams the customers but provides them with relevant and contextualized message.

An even more personalized marketing can be achieved by using Beacons.  Beacons are bluetooth devices that employee lower energy bluetooth wireless technology that help to pin point the location of customer  in indoor spaces. This helps marketers to identify the precise location of the customer and send out contextualized message based on the location of the customer. For e.g. a beacon could be placed at the entrance of the store and when a customer walks in the retailer can send a message to join the loyalty program. On the other hand if an existing customer walks into the store and the person using the retailer's app, then a beacon could identify this and notify to the CRM system. You could then run real time analytics on the customer to offer a personalized offer based on customer purchasing history. Another example could be if a VIP customer walks into the store and it's his/her birthday.  Beacons could be used to identify the customer and the store manager could quickly organize a small birthday cake or gift for the customer, thereby creating a great customer experience! Beacons are already being implemented by a lot of retailers and we will see of lot of interesting implementations in the coming years.

As you can see, we are now moving to an era where the physical and online marketing are merging and personalized messaging is the new mantra of the marketers.

April 11, 2017

Win by bumping up your customer's Digital experience

We have all heard of the saying "Customer is King", all organizations know what this means but still most of the organizations lose the essence of the statement as they grow and become older. Which bring up the question that does companies know the age of their customers and do customers feel like king only during some years of their lifecycle with organization. Well the most likely answer will be in affirmative if companies have not reinvented or transformed their customer experience strategy to build an ageless digital customer experience in today's world.

Continue reading "Win by bumping up your customer's Digital experience" »

April 7, 2017

Artificial Intelligence - how it will impact CRM?

 By Alpesh Chauhan, CRM Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys

With advance algorithms, superior computing power and cost-effective data storage capabilities, time has arrived for Artificial Intelligence (AI). AI is making applications and platforms smarter by self-learning, adapting and evolving their capabilities based on the insights from data and interactions. 

In simple term, AI is all about predicting next steps with high accuracy by applying intelligent data models on large volume of data. AI is everywhere and we are using it daily with features like Google's autocomplete search, Netflix program recommendations, and collision avoidance features in cars, etc.  

Continue reading "Artificial Intelligence - how it will impact CRM?" »

March 28, 2017

Customer Experience - The Journey To A Great CX

"Journey, after all, neither begins in the instant we set out, nor ends when we have reached our door step once again. It starts much earlier and is really never over" - Ryszard Kapuściński


Nothing can be truer for defining Customer Experience too! Customer Experience is a journey that a customer has with the company. Each interaction contributes to the experience and the overall experience is a sum of all interactions across the complete journey that a customer makes with your company.  Having said that, in my interactions with various client, I often notice that they are still organized by functional domains and hence constrained by these boundaries when thinking of customer experiences. Each function measures their own SLA's and there are inter-departmental SLA's for various process completion. Let's understand the customer's - I recently received a mail for a credit card from a leading bank. I like what I saw and went ahead and registered for the credit card. Later, I received a call for onboarding wherein the customer care representative tried to upsell more products, for which I said No! So far so good...but then I continued getting mails every day from the same bank for the same card and this kept on till I finally unsubscribed and blocked them for spamming my mailbox! Now let's understand this whole journey

 There is a clear disconnect between the Sales/Service & Marketing Process. They are unable to differentiate a customer vs a prospect. I have already bought your product so why send me the same mails again and again? Imagine what happens to the marketing KPI? Your overall lead conversion/customer response takes a big hit. So how do you correctly measure how your marketing process is performing?

·         I am happy with the product and service but extremely unhappy with the overall experience. 

So what went wrong? This is a classic silo'ed process and a tunneled vision view of the overall Customer Experience journey. Each department has it's own KPIs and they are happy as long as it is met. No one is thinking of the End-To-End Journey of the customer with the bank. The Bank is just one example that I experience in my day to day life. In my interactions with multiple customers, I always see this problem. Sales, Service, Finance, and Marketing etc. are separate domains, led by separate teams and they run independent projects. The priorities are different for different teams, throw in organization politics and you have projects that don't necessarily focus on enhancing overall customer experience. So what needs to change?

·      We need to stop thinking of Customer Experience as a single moment of truth at one touch-point. We need to start thinking of the overall experience of the customer as a function of the overall journey of the customer across all touch-points and through the lifecycle of the customer

·        Establish a CX Governance team with core focus on improving customer experience and ensure that the CX sponsorship is driven from the top

·         Start taking an Outside-In view of the projects and evaluate every project with a simple question - how will this help improve the Customer Experience?

·         Stop worrying about the current value of customer and start thinking about overall Customer Life Time Value. Combine CLV with NPS to identify your most valuable customers and take feedback from these customers and focus on improving the overall CX

·         Last but not the least - measure your KPI's for the End-To-End Journey. What value is a sales SLA of 3 days, if your customer onboarding time is 5 days and your competitors can onboard in 2 days!

These are some very high level points that should help you better understand Customer Experience. If you are interested in evaluating your current CX Maturity and defining a roadmap for your CX journey, then please write to me at ashish_nijhawan@infosys.com


October 25, 2016

Dream Launch of Infosys CarePlus

Most of us know atleast one friend or relative who is battling a chronic illness like Diabetes, Heart Condition, Depression, Obesity, Cancer...And atleast once we would thought (or wished)  if there was a simpler way to detect a chronic illness and control it before it becomes a life threatening condition...Haven't we?


This one thought made us focus on a problem statement...


"How can we detect early and prevent a chronic illness?"

At Infosys Salesforce Practice, to solve this problem we combined our learnings from the best CRM designs and our domain knowledge in the Care Management Space to build Infosys CarePlus TM  - a Next Gen Integrated Care Management Platform as-a-service on Salesforce. It enables payers to connect better with patient by providing a 360-degree view of the patient through personal and health-tracking tools and monitoring devices. Through the platform, payers can connect with their patients and care providers for a value-based model - a strategic shift from the existing episodic care.


CarePlus Title picture.png

We have built CarePlus on three key design principles and provided as a managed package on the Salesforce ecosystem:

  1. Intent driven Ux - CarePlus is built on an adaptive intent driven design which works on the principle of combining the emotional and logical responses of a user for an effective user experience. CarePlus leverages Salesforce lightning design based UI and available on iOS and Android platforms.
  2. Digital Layer of Engagement - CarePlus is provided as digital layer of engagement where the 360 degree view of the Patient profile is built from patient record data like Electronic Health Records, patient's Claim records, Pharma records, Lab records. The patient information is further enriched with real time data such as the patient heart rate, blood pressure, activity and mRNA analysis from medical devices and health tracking devices.
  3. Predictive AI - What can we do with all the data on the patient? CarePlus inbuilt AI engine effectively self learns and identifies trends on the patient's data and provide proactive interventions which enables us to detect the illness early and take preventive action to ensure the patient's health is not threatened by the chronic illness


We have launched Infosys CarePlus TM in Salesforce's annual Tech Gala - Dreamforce 2016.

DreamForce Launch Collage.jpg

Appreciate your review and feedback on our Solution - Infosys CarePlus TM.

Short Video on CarePlus (3 min)

Functional Capabilities of the Solution

What is CarePlus?

March 18, 2016

Addressing challenges for CRM implementation in Public Sector

In my previous blog, I talked about key challenges which we faced while implementing CRM for public enterprises. The only way that we could successfully overcome these was by finding solutions to address them. As part of this blog, I wish to discuss key aspects which helped us overcome these challenges during the course of CRM implementation.

Continue reading "Addressing challenges for CRM implementation in Public Sector" »

October 19, 2015

Challenges for CRM implementation in Public Sector

As we know, Customer Relationship Management (CRM) is a strategy and methodology to manage ongoing and future relationships with customers. CRM today is growing rapidly and harping on this unprecedented CRM growth are public sector enterprises (PS). These are government organizations which work for the benefit of citizens directly or indirectly. Governments are increasingly getting on CRM bandwagon to improve services across multiple channels and deliver fair assessments to citizens being transparent in every possible way.  In this blog, I wish to discuss the key challenges which we faced while implementing CRM for public enterprises.

Continue reading "Challenges for CRM implementation in Public Sector" »