Our Experience

The better you know your customer the better you can satisfy their needs. A simple fact.

The aim of CRM is to build a 360° view of each customer in order to better understand them. The retention of a good customer means the more you understand the customer need, the more you are able to satisfy. Track your customer behavior to better foresee their next requirements. So satisfied customers become your “Sponsors”.

With experience in the CRM sector since 1990, InFact Group today is known world-wide for expertise in delivery of projects from a business and technical perspective, in financial services, consumer goods, distribution and for large and small companies.

InFact Group operates in either traditional or onsite/offsite modes thanks to a dedicated configuration center based in Bangalore, staffed by consultants with real-life experience and project management credentials through the Project Management Institute.

Projects for major insurance companies and international consumer goods manufacturers, software design companies and many other industries ensure that our consultants, whether technical or functional, bring expert knowledge of both the application and the best practices of your industry. You can read more on our History.

1. Build a Business Case before you open the box

InFact Group drives rapid return by helping you to identify the quick wins, and the risks and rewards that are specific to your business model. We will also help to design a project plan that emphasizes these points so you have a clear Roadmap. We will ensure that elements like Training and Change Management are given their rightful place in the plan. And we will help you return to the business case for improvements later in the project.

2. Drive User Adoption by Educating the Management Team

Once the Management can see the benefit, the business will be better focussed on driving the project to successful completion.

3. Deploying CRM means either adapting your processes or adapting the CRM application, or a little of both

InFact Group will help you steer a path through the application deployment, choosing the right level of configuration and the right amount of process optimization using a pragmatic approach.

4. Use Analytics and Reporting Tools to drive the business

Both elements have a strong role to play in any CRM deployment. Concentrate on providing operation data for the day-to-day and on Analytics for seeing and predicting the future to understand  your business. InFact Group ensures that your project factors in these important elements whether you be using Siebel CRM On Demand, Actuate Reports or Oracle BI EE.

5. Integration is the key

Leverage standard architecture - Web Services and SOA - to provide a richer picture to the business, and choose a partner with recognized expertise.

6. Training must be role-based

The old belief that Training is the same for everyone is rubbish. Design role-based training and schedule and plan for ongoing sessions during the initial period.

7. Abandon the old CRM Way of Thinking

The CRM Way of Thinking, means "big technology, big investment, big configuration, big budget, big timeline" and many CRM deployments fall into the trap of believing it has to be this way.  Tools like Siebel CRM Professional Edition and Siebel CRM On Demand from Oracle Corporation are designed for rapid time-to-deployment, faster ROI and more evolutivity.
 
 

Success  - Food Services

Success - Paper Creation

Success - Travel Industry

Success - Parking Services

To find out more about how InFact Group CRM Practice can help customers get the best return on their investment, click to download a Success Story. Further Success Stories are available in the different parts of the site.

• Over 10 years of Siebel CRM expertise
• Double competency CRM and BI
• Siebel Consulting partner since 2000 and CRM On Demand partner since inception
• Full endorsement of Siebel eRoadmap ® implementation method
• Pragmatism and extreme agility of a human-sized company
• International (english,french,german,spanish,arabic)
•  Fixed time, fixed price or time and material intervention
•  On Site, Off site, or Off shore intervention mode (center in India, Europe, US)
• Overall project management from scoping to change management
• Full Training & Support service (12,000 people trained in 2007)

InFact Group has 10 years experience in offsite / onsite deployments of Siebel Enterprise and now in Oracle CRM On Demand. We offer the services traditionally associated with larger organizations (offsite configuration, offsite integration services) to the SMB market in Europe, North America and beyond.

As part of the deployment of a CRM project, customers may find that an outsourced solution to the Support and Ongoing Maintenance provides the flexibility they require because of internal resource constraints. InFact Group provides services such as Technical Support (Levels 1, 2, 3) by telephone and Web. In addition, some customers find it useful to be able to purchase Support Packages based on a number of hours of support per year, to be able to plan for eventual interventions due to functionality issues, upgrades, planning for new functionality and so on.

Every Support customer receives monthly or quarterly reports to indicate the volume of work undertaken and the different interventions. The time allocated can be spent on Web Based Support (through a dedicated portal with contract-based service level) or used to provide backup (level 2 or 3) support at the customer site for a determined period.

For more information Contact Us and request a support quote.