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.

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" »

August 31, 2015

Step in right direction - Oracle CRM on Demand Release 29

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

Recently one of my client's Oracle CRM on demand application environment was upgraded to Release -29. I was eager to check the new features which were introduced as part of this release. Oracle has been working lately in enhancing user interface and making it more intuitive like other CRM on Demand application like Microsoft Dynamics CRM and Salesforce.com.  Following are few features that stands out:

Continue reading "Step in right direction - Oracle CRM on Demand Release 29" »

September 5, 2013

Single org Vs Multi org on your cloud CRM...


Only constant is "change"...Organizations are constantly acquiring and merging other organizations or spun off into smaller and more manageable organizations. These mergers and acquisitions always give raise to a persisting dilemma whether all the lines of business, business divisions, branches, locations, etc. should have a common instance of the CRM (single) or each one should have a separate instance (multi-org) - Single Org Vs Multi-Org Cloud based CRM?



Continue reading "Single org Vs Multi org on your cloud CRM..." »

August 6, 2013

How secure is your cloud based CRM solution?

A seemingly legitimate solution to a business problem is often a founding stone for another unforeseen challenge. As we grow with time and technology, we need to ensure that we do not complicate things today to have an unfussy tomorrow.

While cloud based solutions (such as SaaS CRM) are inevitable, the concept also has many dilemmas enveloping it. There are concerns and apprehensions about its sustainable future, one of those concerns revolve around security. 

The Enterprises of today need technology that can not only assist and better the core business operations but also house the need to scale up, go mobile & accommodate faster with newer customer & business information necessities. 

Continue reading "How secure is your cloud based CRM solution?" »

August 5, 2013

Marketo: Rising from the ashes?

Last week, the marketing automation software provider, Marketo announced its first quarterly results after going public, which exceeded consensus estimates.   The market cheered the news by sending the stock, over 20% north.   It was a sharp contrast to the market sentiment exhibited about a couple of months back, when Salesforce.com's announcement of acquisition of Marketo's bigger competitor ExactTarget, when the buzz in the market was other way around.

Continue reading "Marketo: Rising from the ashes?" »

February 20, 2013

Enterprise CRM and DWH hand in hand- Supporting Analytics, CRM, BI to drive Business

CRM - Customer relationship Management (CRM) is integral part of every organization success story board and using right source of information at the right time, it can change the dynamics of the organization. CRM is used potentially by the business and its underlying data, infrastructure and application are being managed by IT. Most of the time, CRM Application is the most downstream application in the enterprise architecture; CRM gets data from various source system - Point of Sale (PoS) systems like retail, online, direct channel, various data enrichment stream like Big data e.g, Clickstream data, web log, social networking liking and comments, 3rd party file, customer review comments, common touch points like customer complaint, call back information, prospect capture. Some of the CRM application helps in capturing new prospect through direct channel and sometimes is used for updating existing customer contact details along with notes as well.

Continue reading "Enterprise CRM and DWH hand in hand- Supporting Analytics, CRM, BI to drive Business" »

February 14, 2013

Open UI - Will it be a game changer for Siebel? Part 2

By Alpesh Narendra Chauhan

Lead Consultant, Oracle Practice, Manufacturing Unit, Infosys

In Part 1 of this blog series, I have mentioned limitations of current Siebel client and latest developments in Open UI. In this part, I have listed down the key Open UI features, which makes it a better CRM solution.

Continue reading "Open UI - Will it be a game changer for Siebel? Part 2" »

August 9, 2010

Using Personality & Horoscopes in enriching CRM

Let me start by asking some very simple questions to all the readers - do you believe in Astrology? or to make it more objective, let me put it as how many of you read your daily/weekly horoscope?

Continue reading "Using Personality & Horoscopes in enriching CRM" »

March 11, 2010

Self Service for Cards Dispute Resolution – A means to increase profit margins and customer satisfaction

by Vinod Nag

A “dispute” in the context of credit cards pertains to questioning the validity of a card transaction. Most dispute complaints begin in a similar fashion - the card holder communicates with the card issuer bank through one of the channels – telephone, e-mails, direct mail (posts) etc. The customer service representative will then collect the necessary details and determines how this enquiry has to be dealt with.

Continue reading "Self Service for Cards Dispute Resolution – A means to increase profit margins and customer satisfaction" »

December 29, 2009

Stakeholder Expectations from a CRM Application

The success of a CRM implementation lies in its acceptance for use by the various stakeholders. The stakeholders vary depending on the industry and application in question. Some of the stakeholders commonly involved in CRM are top management, marketing managers, retail sales agents / call center agents / field sales agents, customers using self care applications, dealers and product managers. Each stakeholder has their own set of expectations from the CRM system. Based on my experience in working with some of these stakeholders, I have listed below some of their expectations:

Continue reading "Stakeholder Expectations from a CRM Application" »

December 24, 2009

Oracle PIPs: Redefining Real Time Integration

I am sure a lot of us are already aware; few months ago Oracle released Process Integration Packs (PIP) based on Oracle Fusion Application Integration Architecture (AIA) framework. These PIPs establish pre-built integration between applications via AIA layer and are modeled on the SOA best practices. Through this article I have attempted to analyze the key features of the PIPs as well as the challenges that might surface while implementing.

Continue reading "Oracle PIPs: Redefining Real Time Integration" »