Client Overview
Syndicate Jewellers is a fast-growing jewellery store chain with stores across India. It is part of the Syndicate Group, which is engaged in the manufacture of gold jewellery and the export of diamonds. Syndicate Jewellers’ business revolves around direct selling and effective customer relationship management.
Business Challenges
Syndicate Jewellers was experiencing time lag and inaccuracy in sharing of customer data between its sales and production functions. The business was running a legacy system, Adroit, which needed to be connected with Oracle CRM OnDemand. There was no structured policy towards Sales and CRM concepts within the company. All customer data needed to be imported and synchronized with Oracle CRM OnDemand. Also, Oracle’s Webservices based on Web 2.0 needed to be initialised, tested and integrated. The company was looking for a solution that addressed all of the above, while also helping in the management of credit limits to the end-customers.
Solution Highlights
SYSTIME brought in domain and technology expertise gleaned over several JD Edwards CRM implementations and ensured a smooth implementation process. Best Practices were used for role management, accounts records creation and reporting relationships as per the CRM requirements. The overall solution focussed on transforming Syndicate Jewellers from a people-dependent organization to a system-dependent enterprise. It included the standardization of sales process across locations, Webservices integration, and design of reports and analytics.
Business Benefits
Post SYSTIME’s implementation, there is a greater synergy between sales teams across locations and between sales and production functions overall, while individual sales teams have a well-defined and standardized process to manage customer relationships effectively. The design of reports and analytics helped in reducing cost and time involved in reporting, further leading to more efficient operations. The Webservices solution helped provide better insight into customers, their classification and credit management, thereby improving customer relationship management significantly. The company can now initialize campaign management more effectively and in a better coordinated way, across locations. There is an overall reduction in costs of sales operations and management of marketing campaigns.
Testimonial
“The consultants from SYSTIME left no stone unturned to make this project a success.”
Amar Singh Toswad
Director, Syndicate Jewellers