CRM: ADP

Challenge

ADP needed to streamline and standardize customer service processes that span across multiple services lines within the company. They also wanted to consolidate systems into an account master to gain a 360-degree view of each customer while adding key new functionality for contracts management, entitlement-driven service, customer self service, time tracking, asset management and improved forecasting.

Solution

ADP chose Perficient to participate in the re-implementation of two distinct Siebel applications to consolidate customer-related information across the organization, re-establish industry best practices in a fully integrated and supported Siebel environment, and increase the efficiency of communication and business processes across 15 disparate organizations. Perficient provided a complete gap analysis of the business processes, as well as the current state of technology supporting those business processes, to develop a roadmap plan for the ensuing Siebel re-implementation effort. Improved functional usability was a key to driving improved user adoption.

Features Siebel Call Center Enterprise implemented Consolidated two separate application environments in order to provide 360- degree visibility to the customer, along with increased data visibility	Benefits Reporting allows managers and executives to measure performance of their respective business units in a clear and precise manner Improved performance and usability that had previously affected productivity and user adoption Enhanced visibility across the organization to complementary processes being utilized within all business units