Name of the students : Aniruddh Keswani, Abhishek Nayak, Nikhil Gupta, Sunil Kumar Pandey, Raj Kumar Sahoo
Akshay Upadhyay Roll No : 6,27,11,22,16,01
Case 1 : Customer Relationship Management
Topic Name : Asian Paints Transformation by Implementing CRM
PROBLEMS BEFORE IMPLEMENTATION: Reputed for their professionalism & fast track growth Customer are the core of their activities; going where the customer is Customers expressed their need of a more complete solution to their home painting needs Asian Paints sold all their products through dealers which distance them from the homeowners needs Planned to explore more ways to establish a direct link with the end customer
Launching a Service Brand o Moved from a strictly product based manufacturing to a service model o Launch of home solutions to build a service brand by offering value added services ranging from color recommendation to Feng Shui consultations o CRM was needed to attain the goal of delivering a Signature Look through the use of color combinations & themes o CRM was needed to have overall visibility of into all customer interactions
Long Term Benefits from the Implementation of CRM: Project Tantra launched to retain lead & opportunity management functionality
Team consisted of IT Staff & Business staff business and technical requirements were addressed
Generation of reports by uploading the customer solutions on SAP NetWeaver Collaboration with SAP helped in adherence to tight schedules Helped in scalability of their operations to 12 cities
Long Term Benefits from the Implementation: Helped Develop direct link with the customers Standardized sales delivery process by Asian Paints Home Solutions. Implement a real time reporting system for employees and business partners. Integration with SAP NetWeaver for business intelligence component and scalability. Gained online view of the business with information flows which enabled customer satisfaction.
Strong governance helped in ensuring key milestones and go-live dates were met. Committee was set up to review key stages of deployment to see that all technical and business issues were addressed prior to rollout. Training provided on basic computer skills and office applications for the service providers for effective use of custom solution.
Thank You.!!!!
