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Managed support cost and enhanced performance for the world's largest gaming enterprise.

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Mindtree Ltd.
Mindtree Ltd.

The document summarizes a project to manage support costs and enhance performance for a large global gaming enterprise. The gaming company wanted to consolidate its customer data from various systems like CRM, BPM, MDM and BI into a single application to provide a centralized customer view. Mindtree collaborated with the customer to develop a new application that integrated with other line-of-business applications, migrated the legacy CRM system to Salesforce Service Cloud, and included a help portal and integration with third party chat/phone and social/knowledge functionality to better serve customers worldwide.

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Managed support cost and enhanced performance for the world's largest gaming enterprise. The customer is a global, multinational enterprise specializing in electronic games. They entered into new product segments through the inorganic route Business impact and wanted to bring together converged technology  Better control over costs related to stacks under a single umbrella. This would enable them to deliver centralized customer data for a single customer view. Thus, they wanted to establish a conversion within CRM, BPM, MDM and BI and create a new application for efficient customer support. the customer support function  Faster response time and better customer experience in handling customer issues  Increased efficiency and efficacy of customer staff Business challenge Inconsistent customer data shared across various  Implement a Knowledge Management (KM) systems within an enterprise can undermine customer application which would effectively capture legacy satisfaction. CRM software includes sales, services and and new service knowledge, making it quickly customer support, call centers, sales force automation available for all service technicians and users. systems and order management. Ineffective implementation of a CRM system is a waste of the Our solution enterprise’s time and resources. Mindtree collaborated with the customer to develop a new application, keeping in mind present and future Our customer wanted a robust solution that would requirements such as: help grow customer revenues, cut operating costs and  Distributed scenarios boost IT efficiencies. The solution would also be  Offline capabilities required to:  Cloud deployment and seamless integration with  Gather accurate data and provide protection while line-of-business applications. being transmitted over a network through a Single The key aim was ease of maintenance for both the sign-on (SSO) access mechanism for easy and rapid operations and the development teams. access to information.
The final solution included:  Transition and migration of the legacy CRM system to the sales force service Cloud in record time.  Architecture, design and development of a state-of-the-art ‘advisor’ facing system using the sales force development platform for a global advisor base.  Integration with a third party vendor for chat & phone, and social & knowledge functionality.  A help portal to service worldwide customers using the sales force platform with Apex and Visualforce technologies. About Mindtree Mindtree is a global information technology solutions company with revenues of over USD 435 million. Our 13,000 experts engineer meaningful technology solutions to help businesses and societies flourish. Mindtree's consulting-driven approach makes us a strategic partner to over 40 Fortune 500 enterprises. www.mindtree.com ©Mindtree Ltd 2013

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Managed support cost and enhanced performance for the world's largest gaming enterprise.

  • 1. Managed support cost and enhanced performance for the world's largest gaming enterprise. The customer is a global, multinational enterprise specializing in electronic games. They entered into new product segments through the inorganic route Business impact and wanted to bring together converged technology  Better control over costs related to stacks under a single umbrella. This would enable them to deliver centralized customer data for a single customer view. Thus, they wanted to establish a conversion within CRM, BPM, MDM and BI and create a new application for efficient customer support. the customer support function  Faster response time and better customer experience in handling customer issues  Increased efficiency and efficacy of customer staff Business challenge Inconsistent customer data shared across various  Implement a Knowledge Management (KM) systems within an enterprise can undermine customer application which would effectively capture legacy satisfaction. CRM software includes sales, services and and new service knowledge, making it quickly customer support, call centers, sales force automation available for all service technicians and users. systems and order management. Ineffective implementation of a CRM system is a waste of the Our solution enterprise’s time and resources. Mindtree collaborated with the customer to develop a new application, keeping in mind present and future Our customer wanted a robust solution that would requirements such as: help grow customer revenues, cut operating costs and  Distributed scenarios boost IT efficiencies. The solution would also be  Offline capabilities required to:  Cloud deployment and seamless integration with  Gather accurate data and provide protection while line-of-business applications. being transmitted over a network through a Single The key aim was ease of maintenance for both the sign-on (SSO) access mechanism for easy and rapid operations and the development teams. access to information.
  • 2. The final solution included:  Transition and migration of the legacy CRM system to the sales force service Cloud in record time.  Architecture, design and development of a state-of-the-art ‘advisor’ facing system using the sales force development platform for a global advisor base.  Integration with a third party vendor for chat & phone, and social & knowledge functionality.  A help portal to service worldwide customers using the sales force platform with Apex and Visualforce technologies. About Mindtree Mindtree is a global information technology solutions company with revenues of over USD 435 million. Our 13,000 experts engineer meaningful technology solutions to help businesses and societies flourish. Mindtree's consulting-driven approach makes us a strategic partner to over 40 Fortune 500 enterprises. www.mindtree.com ©Mindtree Ltd 2013