Tech mahindra
Tech mahindra

Solution Overview

Tech Mahindra offers a complete set of CRM Functionalities using MS Dynamics CRM ranging from Campaign to Lead, Order to Service, Concept to Market, Service to Revenue. Tech Mahindra is a Microsoft Business Solutions Certified Partner and has concluded a SPA (Solution Provider Agreement) with Microsoft, globally.

Tech Mahindra as Microsoft’s preferred Telco SI partner has developed a Microsoft Dynamics CRM Telco Solution which provides an integrated end-to-end CRM Solution for Telecom Business. It provides 360 degree view of suCRMcriber, an integrated view of IN/billing, recharging , contact center application, customer lifecycle & service request handling, trouble ticket management based on TT category, sub category & SLA, interaction management across channels like IVR, email, CSR, Integration with IN, provisioning, SMS gateway using MS BizTalk.

Tech Mahindra has mature practice for handling Support engagements & using proven support models for cost effectiveness. It implements footprint across all Product Modules like Sales, Service, Marketing Automation and Product Clients like Web, Mobile (PDA) and Sales-for-Outlook. It has Global Alliance with Microsoft on AX, NAV, GP, SL. It Established CoE with workable solution on ERP space.

CRM Technology Services:

Tech Mahindra's CRM services include:

  • CRM Strategy & Visioning, CRM Process Consulting , Product evaluation & selection
  • Readiness Assessment, Change Management, Solution Architecture
  • Full life-cycle , Implementation, Upgrades, Multi-site roll out & Integration, Functionality Extensions, Version Migration
  • Pre-configured solution
  • Migration Utilities enabling cross product upgrade
  • Supply Chain visibility solution on Microsoft Technology. Integration with other Microsoft Technologies (BizTalk, Share Point, RFID, Moss)
  • Add on solutions e.g. Indent module, HR module
  • Solution led Training Academy

Telco CRM Solution Features

Tech Mahindra’s Telecom CRM Solution enables quick roll out of product/services, faster and effective customer request handling, streamline various business processes, secured system enabling proper control in the business process & easy to use system reducing cost of overheads in training and maintenance.

Motor Vehicle Enterprise Solution (MOVES) is for modernizing Department of Motor Vehicles’ business operations. MOVES addresses the needs of financially constrained state and local governments to move into the future with a proven software platform that not only delivers a better DMV customer experience but also reduces the risk of implementation.

MOVES is based on Microsoft’s Dynamics CRM, robust and flexible software that enables DMVs to:

  • Focus on the DMV business rather than the technical complexities of implementation
  • Enhance service delivery to citizens using multiple channels by leveraging the citizen-centric infrastructure of Microsoft Dynamics CRM
  • Use built-in features to get a 360-degree view of citizen relationships and a consolidated view of all business functions
  • Provide comprehensive role-based security out-of-the-box and configurable to a jurisdiction’s policies
  • Establish business processes upfront and execute them in the background easily and effectively
  • Reduce training time by using a familiar user interface that looks and acts like Microsoft Office
  • Deploy a flexible, scalable and extensible solution that will reduce the cost of change and operations.

Workspace-as-a-Service (WaaS) leverages technology from Citrix Systems, Microsoft and Liquidware Labs. Tech Mahindra’s WaaS is a hosted managed new world workspace solution that offers a unique opportunity for customers to embark on the virtual desktop computing journey. It allows the flexibility of dedicated, pooled or shared virtual desktops or applications that can be accessed any time, from anywhere, using any device.

WaaS provides innovative user profiling and assessment methodology for analyzing the various roles within an organization and their suitability to adopt workspace virtualization. This methodology provides an end-to-end solution to a customer, starting with user segmentation, defining various workspace usage roles, identification of best-fit users, creation of high level design and definition of a business case. This methodology is based on industry proven framework, data from Liquidware Lab’s tools and Tech Mahindra workspace transformation toolkit.

WaaS provides services such as on-demand application delivery, automated workflow-based provisioning, usage-based metering and charge back, along with the freedom to choose your own workspace from a service catalog. The entire service enables freedom from desktop management overhead while ensuring the boundaries of data security.

The WaaS solution is made possible by industry leading technologies of Windows Server Hyper-V, application-level virtualization enabled by Microsoft Application Virtualization (App-V), and management provided by Microsoft System Center.

WaaS can be provided as a hosted on-premise solution within the customer datacentre or on a dedicated infrastructure at a Tech Mahindra-hosted data center. Tech Mahindra also offers a flexible financial model, including per desktop, usage-based pricing to alleviate the financial burden on the customer.

Tech Mahindra has a core team of solution architects who are well experienced in taking the customer from Proof-of-Concept (POC) to production, followed by a managed-services journey. Tech Mahindra has developed a delivery methodology to make the transition from traditional desktop environments easier by using pre-defined success criteria, tools, processes and engagement models. To further facilitate the process, Tech Mahindra has developed the concept of ‘Demo-in-a-Box’ to enable customers to experience workspace virtualization. This will further reduce the time to install, configure and implement a demo environment as now it will come as a pre-configured hardware setup that can be plugged into a customer environment.

Business Needs

iDecisions™, the intellectual property (IP) of Tech Mahindra, is a packaged, customization-friendly, open BI application with a suite of industry solutions for industries including banking, insurance, telecom, education, manufacturing, retail, travel and logistics, pharmaceutical, and healthcare. The solution also provides horizontal offerings for finance, human resources, procurement, sales, and customer intelligence.

iDecisions™ contains industry best practices such as key performance indicators (KPIs), logical data models, analytical templates, dashboards, and processes. The IP itself is technology-agnostic and works with any user interface, database, and extract, transform and load (ETL) tool. The solution helps speed time-to-market for BI solutions and significantly mitigates the risk of failed implementation.

Customers have the option of deploying iDecisions™ BI solutions on any tool stack, or they can look at integrating the solution with their existing infrastructure. However, these approaches could result in a complex, expensive solution that uses an assortment of disparate products. So Tech Mahindra decided to offer customers another option –they could deploy a prebuilt BI solution bundled with an integrated BI tool stack Solution.

As an early adopter of Microsoft SQL Server 2012 Enterprise data management software, Tech Mahindra believed that Microsoft had the right platform for its BI solutions. When Tech Mahindra began exploring SQL Server products, it was already looking forward to implementing its BI solutions in the cloud with the Windows Azure platform and services and products such as Windows Azure and Microsoft SQL Azure. Some customers could go directly to the cloud to build new infrastructure and take advantage of cloud-based scalability, while others might choose a hybrid cloud solution.

End users can work with Microsoft SQL Server 2012 PowerPivot in Microsoft Excel 2010, which includes the SQL Server 2012 xVelocity in-memory analytics engine. The engine features columnar indexes and runs in-memory in Excel to provide blazing performance. They can also use Power View, an interactive data exploration tool with a graphical user interface that operates in Microsoft SharePoint Server 2010 and provides powerful custom reporting capabilities.

Benefits

Tech Mahindra can cut implementation time and costs, improve user experience, and support future innovations with a Microsoft BI solution that includes cloud deployment.

Easier Deployment and Faster Time-to- Market

Tech Mahindra believes that customers worldwide will have an easier deployment and faster time-to-market with the iDecisions™ framework and Microsoft products. “From a business perspective, SQL Server 2012 with its built-in BI capabilities will be quite attractive to customers,” says Koona. The iDecisions-based BI solution on a Microsoft platform offers a very affordable and compelling solution.” Rapid implementation will also help companies cut costs and achieve faster return on investment.

Cloud-Based Opportunities

Tech Mahindra can introduce more customers to its BI solutions with cloud-based deployment. According to Tech Mahindra, the Windows Azure platform is ideal for companies that want to avoid lengthy deployment or additional infrastructure investment. ”If a customer wants to implement a reporting service in a traditional environment, he might need to purchase a server and a whole stack of software, and it could take a couple of months to implement the project,” says Bhaskar Thungathurti, Senior Solution Architect at Tech Mahindra. “But with Windows Azure, I can start generating reports within days and pay for infrastructure on a pay-per-use basis.”

Improved End-User Experience

In addition to easing deployment, the streamlined solution also offers a better working environment for end users. “The moment they log on to the SharePoint 2010 portal, they can do all of their daily work—including documentation, reporting, and dashboarding—all at one place,” says Thungathurti. “As a result, they save time and they’re more productive.”

Better Platform for Business Intelligence

The Tech Mahindra and Microsoft solution provides a better platform for business intelligence, and the company anticipates an expanding opportunities the BI marketplace for its offering.

Records like invoices, receipts, presentations, demos, letters, Purchase Orders are generated during day-to-day business transactions in all enterprises. These records need to be maintained and tracked in order to present transparency and credibility of the business enterprise to both internal stakeholders as well as externally to auditors, courts in cases of litigation, and to end customers.

To enable this, enterprises define strategies and implement Records Management Systems and processes. Recordkeeping though, comes at a high development, administrative and operating costs.

Tech Mahindra’s eRecordsKeeper is the answer to this problem.

eRecordsKeeper is a full-fledged Records Management System that enables organizations to track business transactions/evidences, comply with government and legal regulations, store records in central repository and manage the entire record life-cycle at optimal cost. It is a tamper-free system that ensures authenticity and integrity of records.

eRecordsKeeper can be made available as an on premise solution as well as on the cloud. It extends Microsoft SharePoint 2010 records management functionality and automates the end-to-end records management tasks including record creation, routing, retention and disposal.

Key Features

  • Dashboard for performance measuring of the records management system.
  • User friendly file plan management and department on-boarding.
  • Readymade plugins for integrating with Microsoft Outlook, Windows Explorer and external document management systems.
  • Common record declaration capability across the systems.
  • Support for transitory and business content type.
  • eDiscovery and Legal Hold functionality.
  • User, roles, access management.
  • Common content hub for sharing metadata, content types and retention policies across the systems.
  • Metadata based search.
  • Multilingual interface.
  • Audit reporting for managing records center.
  • Simplified and consistent user interface across the systems.
  • Compliant with ISO 15489 standards.

Tech Mahindra offers

  • Consultancy
    • Analysis of source systems
    • Analysis of organization structure and creation of file plan
    • Design of records management processes
  • Implementation
    • Integration with various document management (Source) systems by enabling records declaration features
    • Development of records management solution
  • Data Migration
    • Migration of documents/records from shared drives, existing document management systems and mail boxes
  • User On-boarding
    • On-boarding various users and groups within the organization
  • Support and maintenance
    • On-going maintenance and support
  • eRecordsKeeper is a comprehensive, efficient, cost-effective and accessible Records Management Solution for your organization.

Marketing on social networking sites is rapidly becoming a popular way to showcase products and services, receive up to date customer feedback and stay abreast of latest trends. There are about a billion users on social networking sites and thousands of online communities where campaigns can be targeted and customer feedback can be collected. Online social networking brings potential customers closer to businesses. But that is just one of the many possibilities that social integration really creates There are several reasons why connecting to customers or prospects on social sites is the need of the hour.

Knowing where to position products and services, how to gather timely feedback from clients, act swiftly on latest trends, help towards enhancing your brand image and success rate significantly.

SocialConnect is Tech Mahindra’s solution for integrating current Enterprise Applications with social networking sites to reach out to current and future customers. It provides a new way to engage with customers, promote products, analyse customer opinions & market trends and much more. It also provides web service based interfaces to integrate Enterprise Applications with social networking sites.

SocialConnect seamlessly integrates bi-directionally with leading social networking sites like Facebook, Yammer and Twitter. It can also integrate easily with social media analysis tools.

It has built-in components for:

  • Reading and writing information to social sites
  • Database for configuration and transactional data storage
  • Reporting
  • Retry mechanism
  • Logging

Usage scenarios of SocialConnect

  • Marketing
    • Campaigning
    • Brand Awareness
    • Marketing List
  • Connect to customers
    • Contact Management
    • Activity Management
    • Interaction Management
  • Sales
    • Lead Management
    • Opportunity Management
    • Sharing Sales literature
  • Opportunities
    • Get Preferences
    • Opinions
    • Trends
    • Contact details
    • Relationships
    • Know Brand loyalty
  • Communication and Feedback
    • General Messages
    • Service Outages
    • Gather Feedback
  • Service Requests
    • Know issues
    • Get details
    • Update Status
    • Close looping

Benefits for socialconnect:

  • Convert enterprise apps to “social” apps
  • Provide new ways to connect with customers
  • Provide real-time status updates and give real-time customer feedback.
  • Reach out to customer’s contacts on Social Networks
  • Analyze trends, know sentiments. Helps enterprises to ‘Act Fast….Act First’
  • Create and push more effective campaigns

Powering Cloud Brokers and CSPs through a single cloud service platform

CAP is an integrated platform designed for Cloud Brokers and Cloud Service Providers that offers common reusable services, ISV onboarding, SSO, common marketplace, marketplace administration, web stores for sales executive, customer self-care, catalog management, order orchestration & accelerated exposure to a variety of services

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Cloud Aggregation Platform (CAP)

Cloud Aggregation Platform (CAP)

Provide Social Touch To Your Applications

Provide Social Touch To Your Applications

Case Studies

For further information please write to connect@techmahindra.com

For further information please write to connect@techmahindra.com