CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”

Leave a comment

3 key takeaways from Salesforce World Tour Sydney

Salesforce World Tour 2018 took Sydney by storm on March 6 at the International Convention Centre. The event was jam-packed with learnings, insights, product demos. This event attracted more than 11,000 attendees keen to see how customers, partners & trailblazers are leveraging their Salesforce Platform to create connected customer experiences, learn new skills, innovate at their companies, and shape the future.

Some of Australia’s and the world’s biggest brands shared their customer transformation stories, including AMP, Adidas, 21st Century Fox, DTA, Telstra, Volkswagen, Mercer and more.

The day exhibited some exciting new products, key problems businesses are having were addressed through Keynotes, breakouts and demos for sales, service, marketing, admin, IT and development.

Salesforce World Tour

CRMIT Solutions, as a proud sponsor of the event, discovered new opportunities and met Trailblazers community, inspiring leaders and pioneers from the industry. Team CRMIT attracted many visitors and showcased some enterprise grade research and innovation initiatives like Enterprise Incubation Lab, Cognitive Sales and Predictive Lead Management. While Salesforce is shaping the future with fourth industrial revolution, CRMIT is also adding value as a preferred customer success partner.

Here are 3 key takeaways complied from the event –

Einstein shares biggest pie

Einstein Analytics and its impressive ease of use and speed garnered loads of attention as a part of the fourth industrial revolution. myEinstein empowers users to build AI-powered apps with clicks, not code, automates the model building, predict lead scoring process with Prediction Builder and create bots. Using natural language processing, Einstein Bots can communicate with customers, freeing up customer service agents to focus on more complex inquiries. Recently Adidas have implemented the Einstein Bot on their website.

Digital Marketing transformed to intelligent marketing

According to Jon Suarez Davis, CSO, Marketing cloud, Salesforce is focusing on driving customer success with intelligent marketing instead of digital marketing. It starts with knowing everything about your customer integrating data from silos and peripheral systems and automate data enrichment. Followed by this an organization should also focus on engaging their customer at every stage of their journey. With Artificial Intelligence(AI) driven Journey Builder, you can deliver cross-channel personalized experiences, intelligent segmentation and track entire journey of your customer.

Strategic roadmap with Google

Salesforce partnered with Google to deliver smarter marketing and customer engagement. You will be able to seamlessly connect sales, marketing and advertising data across Salesforce Sales Cloud, Salesforce Marketing Cloud and Google Analytics 360. You can also surface powerful customer intelligence seamlessly between G Suite, Salesforce Lightning, Quip, Gmail, Hangouts Meet, Google Calendar, Drive, Docs and Sheets.

According to Salesforce, 59% of the organizations lacking connections with the fourth industrial revolution. Salesforce envisioned to achieve an incredible opportunity which is going to impact $859B GDP globally and $29B GDP in Australia. Salesforce also buzzing the hive with latest innovations including myTrailhead, myEinstein, mySalesforce, myLightning and myIOT.

Leave a comment

Why you should visit the Salesforce World Tour Sydney

In a few weeks, the International Convention Center in Sydney will be home to the Salesforce World Tour. If you’re a customer of Salesforce, or just interested in the latest trends and technologies, the World Tour is the place to be.

Salesforce events have always been viewed as one of the most innovative events. The events have always had inspiring keynote speakers, bringing you the latest trends and innovations. As a visitor, you are in for an inspirational day in which you will be inspired to try new ideas and learn about the latest trends and innovations in technology. As an organization, you are in for a treat when you present yourself at the Salesforce World Tour. You will meet a lot of peer customers and the inspiration and information you and your colleagues receive will help you improve your business.

Meet us at the Salesforce World Tour in Sydney
Salesforce World Tour

At CRMIT, we love to be on top of the latest innovations as well. With a mission to help every organization achieve Customer Success, we like to learn more about common data issues to cognitive data solutions to help you. Besides just improving our own knowledge and skills, we come to learn more about the customer experiences that often challenge your business. We would, therefore, love to tell you more about how our solutions can help you create a delightful customer experience in your entire Salesforce organization.

We will be attending the Salesforce World Tour at Booth S28. This means you can find our booth at the Customer Success Expo. Please come visit us, we would love to get to know you. Count yourself in.


Legacy Vs Modern Service Desks

Modern Service Cloud

Customers have changed, products have changed, the way they interact with the products have changed, then why should the service desk be the same? It is time Legacy service desks move and give way to Modern Service Desk solutions.

First Time Resolutions:

Earlier, customers being able to connect to companies on their preferred channel itself was a big challenge. Legacy service desk solutions tried to solve this important problem by giving a unified platform where the service desk people could see incoming requests from various channels. This means, the customer can continue to interact with the company in multiple channels and their experience would remain the same.

Modern help desk solutions move beyond the ability to connect multiple times with the same experience, they instead strive for the first-time resolution. If a customer had to call you more than once to resolve their problem, the satisfaction rating is already downhill. So, don’t miss the first time they are speaking to you in any channel; make sure you do everything required to resolve their problem.

Customer Effort:

  1. What should the customer do, to get his issue addressed?

    Legacy service desks assumed a lot of effort to come from the customer side. Be it explaining the issue or categorizing it in the right problem area, they had to make sure the problem is recorded perfectly, which maximizes the chances of getting their issue resolved quickly and completely.

    Modern service desks believe customer effort should be minimal if not zero. Can the system understand the issue from the short description of the customer? Can it read the image of the problematic product to determine what could’ve gone wrong? Can it tag the support case to relevant category automatically? How can we make sure the customer does minimal work, yet sees that his issue is resolved?

  2. Why ‘minimal work’? What about ‘Zero work’?

    That’s where modern solutions such as IoT (Internet of Things) are helping. Today it is possible for a connected product to know when it has a problem and it can report automatically, without any intervention of the customer. For example, a chip in your washing machine can watch it for problems and create a service case when there is any. This brings down the customer effort drastically and surprises them with amazing service.

Field Service

Traditionally, Emails and phone calls were considered as the primary means of reporting a problem. Most of the legacy service desks are pre-integrated with popular Email Solutions and Computer Telephony Integration systems are used to connect voice calls to the respective service agent.

Today, the same two channels continue to serve many customers, but many other modern channels have emerged. For example, Chats, Video Support, Web Self Service and Mobile.

Each one of these channels is having different advantages. For example, Video Support may be extremely useful in fixing certain types of issues. Web Self Service can educate the customer and avoid the need to create a service case. All these help in improving customer satisfaction and reducing service cost.

However, a modern service desk should provide a tight integration with these systems. This involves a strong journey mapping and technical capability to connect.

Contextual Knowledge:

If customers know enough, they can fix the problems themselves. That’s the aim of the knowledge base, presented via various channels such as the web, mobile and voice.

However, a typical knowledge base has hundreds of articles, if not thousands. Customers may not be interested in going through all of them to find a fix to their problem.

This is where Contextual Knowledge makes a big difference. Use the information you already know about the customer (Example: model they have purchased) to only show them relevant content. Also, use the problem description to push the right kind of knowledge articles.

Also, present your knowledge articles in the right media. Certain information can be conveyed using text, while certain other details can easily reach the customer with pictures, videos. People prefer to consume these content instead of long paragraphs.

Feedbacks and Surveys:

While the customer is interacting with you, collect feedback (implicit and explicit) on a constant basis and use it to improve the support. This can be done by the feedback module of modern service desks.

Use multiple channels to collect feedback and remember the customer effort. For example, a single click feedback is much better than a form with four fields in it.

Agent Effectiveness:

When you do so much to improve the experience of the customers, what about the agents? What can you do to help them do their job better, which in turn translates to even better customer experience?

Modern Service Desk solutions come up with features such as Agent Scripts which help in resolving known problems quickly. The consistent approach in analyzing a problem results in a complete understanding and better fixes.

Similarly, look for other process automation possibilities in your service desk implementation. Anything that would remove the routine tasks from the agent and helps him/her to focus on the solution. For example, if a problem is already fixed with a solution article, it can be automatically shown to the agent while he/she is reviewing the problem description.

Agent’s performance can be continuously monitored by their manager for suggesting improvements. This also helps in case of escalation, as the manager would have a good understanding of the problem and address it better.

Business Intelligence:

In addition to regular monitoring of agent performance, modern service desks provide a complete business intelligence module which helps in analyzing various patterns to get actionable insights. Both historic and predictive reports are used to improve service efficiency.

You can even beam some of these reports back to your customer. For example, if 62% of your mobile app users see their issue resolved in the first call, why not tell it to the customers and encourage them to go mobile?

Social Support:

Today’s customers spend a lot of time on Social Media. Hence, it is becoming an important channel to speak to them or hear from them.

Modern Service Desks come with strong social integration which help in listening to conversations, understanding issues in advance (even before they are reported) and getting back to the customer proactively. This has to be done in such a way that the privacy norms are respected and no sensitive information is shared with the public.

From the legacy world of waiting for the customer to complain, to the modern way of fixing the problem by going to the customer, service desks have come a long way. Modern lifestyle keeps raising the expectations and these service desks help organizations in meeting those expectations successfully.

Leave a comment

Lead-to-Quote-to-Cash: Inefficiencies and Remedies


From the moment a lead lands in the CRM system, till it gets converted to dollars, there is an interesting (and sometimes long) cycle. Different players get involved, with different motivations, which have the potential to make it a very inefficient process.

However, this can be addressed by understanding various inefficiencies that can come up, and by having a clear strategy to overcome them. The best news, a smart CRM system will help you automate this so that everyone who creates a lead or a quote or an order adds value to it, instead of pulling it down.

Here are the eight inefficiencies that are typically found in this business process and how your CRM solution and its add-ons can be used to solve them by a process.

1. Improper Lead Scoring

Not all leads are equal. Each business has a different way of determining which leads are important and which leads are not. This intelligence has to be embedded in the system so that your energy is spent only on the right leads.

All the modern CRMs have very good lead scoring mechanisms that you can use. Understand them, align them to your business, try them on existing leads, confirm that the scores are in line with what you would’ve done manually and start using the model.

What if the model is not perfect yet?

No worries. These lead scoring systems can learn on their own. Just keep providing real-time feedback and the model will mature soon.

2. Incomplete Configuration Information

The days of off-the-shelf products are gone; this is the age of smart customers who want to configure every product they use. With the number of features that are configurable, there are a practically unlimited number of combinations that are orderable. Customers like this flexibility of having a product made exactly as per their interest.

But, this adds additional load on the sales person. Capturing all the specific information about a product and making sure that the quote is in line with those configurations is a huge task. Even a tiny error in this can cause a huge dissatisfaction and hit your margins.

All the modern CRMs come with their own configuration modules to handle this. You can use these modules to accurately capture what your customer wanted. The system will ensure the pricing is right and the customer would get exactly what they wanted.

3. Wrong combinations

Sometimes, you just have too many products in your catalog. However experienced you may be, mistakes do happen and a customer ends up having a wrong combination of products which results in serious dissatisfaction and higher costs in replacing the wrong combination.

Use Product rules in your CRM to efficiently recommend the right product combinations every time. This will also help you handle your upselling and cross-selling efficiently, bringing a positive change in your sales numbers.

4. Inflexible discount models

Flat discounts, tiered discounts, order-wide discount, every sales rep can handle easily. What about account-wide discounts? What about special offers? What about buy-this-get-that-in-a-discount offers?

All these (and more) are doable in your CRM’s pricing manager extension. Today’s systems are smart enough to provide you various ways to control the pricing, which provides flexibility and control. Use these to make sure your products are priced right every time.

price quote

5. Too long (or too little) approvals

Your customer needs a product urgently; you created a quote matching his needs, he is ready to sign it; but, it is sitting in your manager’s inbox who is vacationing in Hawaii.

On the flip side, some of your quotes which should’ve gone for an approval have reached the customers automatically. Think about this happening (randomly) for multiple quotes throughout the day; a real nightmare.

All these issues can be resolved by using the right set of approval rules on your CRM. This should be transparent and clear; most important, the system should know clearly when the approval cycle is completed and the quote can reach the customer. This ensures there is minimal training required and your sales people can start creating quotes with confidence.

6. Missing (or wrong) terms and conditions

Every quote comes with a set of terms and conditions, which are not a matter of simple copy and paste. Depending on the products being quoted, depending on the customer, their location, and various other factors, these terms would change. It is a difficult task for a sales person to decide on this.

But then, why should they make that decision? Isn’t it the legal department’s job? Shouldn’t it be as easy as click and go, for the sales person?

Yes, all these are possible with modern CPQ systems which come with your CRM. They allow you to control (by word) what goes inside your quote to ensure your interest is always protected.

7. Inefficient signing and document management

Sending a quote by email, getting a signature, filing it and keeping it for future reference… these are so old school. These are the days of electronic signatures which provide an easy and secure signing option for your quotes, contracts and other important documents.

Look at your CRM and find out what integrations it provides with industry standard E-signature platforms. Set them up and make sure all your documents follow this process. It will save you lot of time (and it is good for the planet too!)

8. CRM and ERP speaking two different languages

When you create an accurate quote, price it right, get it signed using the sophisticated platform and still end up having a customer dissatisfaction, the problem could be with your integrations: check if your CRM and ERP are speaking the same language. This will ensure your customer gets exactly what he wanted.

Design your integrations in such a way that the data flows in the right direction and there are right conflict resolution rules. Also provide visibility of one system in another, which provides a way to check and fix these manually.

Today’s cloud integration platforms provide you with an easy way to make sure the systems are always in sync. Utilise the right monitoring tool to look at problems and fix them accordingly.

Taking care of these efficiencies will give an immediate boost to your lead to quote to cash mechanism. Keep improving the model and the results will multifold.


Leave a comment

Convert Data Into Insight -Oracle BI Cloud Services

Oracle Business Intelligence Cloud Service gives an easy, affordable analytics in the cloud—so you can convert data into insight as fast as you can click.

Start Instantly—Start your analysis instantly—upload your own files, drag and drop to build the report/dashboard. Easy search, dynamic navigation, and contextual analytics will help guide you through your data, so you spend your time applying your expertise, not configuring charts.

Automatic Best Visualizations—Automatic visualizations help reveal new patterns, show what’s in the data. Oracle BI Cloud has a rich gallery of charts that helps to create dynamic, interactive dashboards & reports that are both highly informative and visually appealing, you can drag and drop from a rich charting library to create compelling dashboards and reports.

Dig Deeper—Sometimes you have an idea about what you’ll find in your data—and sometimes you don’t. Through Oracle BI Cloud easily combine data from multiple sources, discover new insights, and take analysis to the next level with advanced and predictive analytics.


Go Mobile & Share—All the analytics are automatically available anytime, anywhere, on any device, so it’s quick and easy to share insights and drive collaboration.

Ease of Use—Fast, flexible analytics in the cloud empowers to get the greatest benefit from data when it matters most & whenever it is needed. You will be able to dive in and explore, drag & drop to see what combinations of attributes reveal new insights from data for you. It also offers the ability to use advanced analytics and predictive modeling, to understand the past trends & take that insight to the next level to prevent it from happening in the future.



Arpit Kumar Saxena
CRMIT Solutions


Oracle Service Cloud and Oracle Field Service for Customer Experience Excellence

Field Service ManagementLeveraging Oracle Service Cloud and Oracle Field Service to provide world class Customer Experience

You are an Organization that sells and services A/C units to various Consumers, what are the typical Complaints you face

  • I’ve purchased the A/C and waiting for over two days for it to be installed
  • Don’t buy this product, the service is pathetic, I would give a thumb down for this product (Social Media Post)
  • My warranty requires you to come and service me regularly, why is it not yet done?
  • Your engineer came to my home and told me that he would need to replace this part for which stock is not available and would need to wait for another 2 days, what the hell? It’s freaking hot here….

And More….More…..

Customers can raise an installation request/ complaint from multiple channels and there is a need for your back office staff to either respond to the request or assign it to a field service engineer to go to the Customer’s premises and cater to the installation request/ complaint

There are many products in the market that do this in silos, a Contact center solution to take complaints and a field service system to take care of the fulfillment process. While you can build connectors to these two systems, there is a need for a real-time data without any interruption to daily work.

There is a question that comes in mind, is there a single framework that can perform all these operations?

Well, the answer is Service Cloud portfolio of Oracle which has Oracle Service Cloud and Oracle Field Service tightly integrated within a single unified framework to provide the right Customer Experience.

How does it works? Let me explain with an example

Tim (The Customer) goes to a retail store and picks up your companies A/C unit, the Order information and would then be notified as an installation request in Oracle Service Cloud along with Tim’s contact details, Amy (Back office agent) would then go and look at the installation request, contact Tim and check his availability for sending an engineer to install the A/C unit, Tim would provide the timing, based on which Amy would input the information in Oracle Service Cloud. Oracle Field Service would take this information and consider certain parameters such as nature of service, area, the location of the Customer and availability of the resources, display a schedule to Amy. Amy would check the availability based on the timing suggested by Tim and see that Mark (Service Engineer) is the person available and confirm to Tim that a Service Engineer named Mark would come and install the A/C unit. Once the call is disconnected, an email and SMS notification would go to Tim with the confirmation request and details of Mark. The installation request is then assigned to Mark.

Mark is on the field and would use the Oracle Field Service mobile application to view the details and checks the location details that come on map, Field Service tracker would also display him the shortest route to the location, he goes and installs the A/C unit for Tim and updates the installation request. Tim then gets a confirmation message based on which the request is closed and a feedback survey is sent to Tim from Oracle Service cloud, Tim provides the feedback and based on the feedback Oracle Service Cloud has got in-built intelligence to identify as to whether the Customer is happy or not.

Is it all, no, A/C is more about continuous servicing, Tim has a warranty with your Company and creating and maintaining the preventive maintenance schedule in your system is very critical. Oracle Field Service allows you to maintain the preventive maintenance for the products; the schedules would automatically create work orders in Oracle Service Cloud. This would help the back office agent to view the details and arrange a service visit for the field engineers using Oracle field Service.

If there are any spare parts to be replaced at any given time frame, those details also can be recorded using Oracle Field Service and tagged along with your preventive maintenance schedule.

In a nutshell, Oracle Service Cloud provides cross-channel customer experience where the communication can happen from multiple channels and Oracle field service would help in the field service engineers coming and fulfilling your Customer’s needs based on a defined set of SLAs. Together, a world class Customer Experience is delivered.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

Specialized Partner for Oracle Service CloudCRMIT Solutions has achieved Oracle PartnerNetwork Specialization for Oracle Service Cloud – Oracle Recognizes CRMIT for Expertise in Implementing Innovative and Value-Added Solutions to Oracle Service Cloud for a unified cross-channel (web, social and contact center) service solution that matter most in the customer’s journey.

CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Testimony to Customer Excellence

Inputs from
Pramod Mahadevan
CRMIT Solutions