Customer Relationship Management

CRM is a way to identify, acquire and retain customers.

Khaga helps its customers succeed by consistently making strategic, customer-centered decisions in order to achieve and maintain competitive advantage. We can identify how our customers can offer personalized, value-added serviced to their most loyal customers, thus increasing their market share, extending the lifetime value of customers and enjoying higher profits. We assist in deploying powerful data analysis tools to capture and synthesize valuable purchasing habit information, enabling our customers to launch targeted marketing campaigns that increase sales and drive profits higher.

Khaga's CRM solutions help companies define leading edge strategies, build critical processes, deploy empowering technologies, and enable the gathering of key information to derive more value from each customer.

We offer consulting services designed to ensure that CRM technology supports the overall strategy and business goals of the organization, rather than forcing the organization to fit the technology.

Our end-to-end CRM solutions cover the following critical areas:

• Strategy -- We provide operational assessments of a company's CRM capabilities, alignment of CRM business strategies with customers' needs, and actionable plans to achieve CRM objectives. The result is a coherent CRM Strategy that supports revenue-enhancing business goals, boosts market share and increases customer profitability.


• Analytics -- We assist with implementing CRM Analytics Solutions, so that our customers can reduce the cost of sales, improve customer-centricity, and extend customer lifetime value through increased customer loyalty.


• Sales Force Automation -- Khaga helps your sales force to dramatically increase sales effectiveness by following a standard process throughout the sales cycle, including cold calling, prospecting, lead qualification, sales closing and account management.


• Service -- Our goal is to help you achieve the highest levels of customer satisfaction through automation of all customer service processes which include -- service contact management, issue resolution, case & contract management and creation of a searchable knowledge base.

Implementing CRM is not just about the technology.

Khaga relies on its proprietary and proven Aggregate, Implement and Deliver (AID) methodology for its CRM implementations. AID incorporates a continual effort towards customer satisfaction and successful project implementations. This methodology is systematic, encompasses all phases of implementation, follows a defined process, and utilizes required tools and checklists during the implementation.

• Aggregate -- In this phase, we gather and analyze all the client's requirements. Our structured approach makes use of various tools and checklists, such as focus group interviews, process flow diagrams, and questionnaires. The project scope is defined and gap analysis conducted with respect to the product offering. We propose various alternatives to implement the gap functionality. All the project standards are defined for project management, project status reporting, and project document management.


• Implement -- The Implement Phase focuses on implementing the client's system requirements with respect to the product being implemented. Functional and technical specifications are created for the various steps in the project. The development environment is set up and the project team starts configuring and customizing the solution. Testing activities are conducted at the unit, system, and integration level as defined by detailed test plans. Integrations and data migration are key components of CRM implementations. We ensure that all the integration details between the various systems are specified in advance. Data migrations between legacy systems are mapped out in detail to ensure continuity among client operations.


• Deliver -- This Phase involves engaging the configured and tested solution within the client's environment. This involves user training, change management, Go-Live activities, production support, and the setup of help desk procedures. The Project team works in close coordination with the client team in cutover activities, defining the resolution and escalation processes for the production support and the knowledge transfer process to the client for the successful maintenance of the system.

Microsoft CRM

Microsoft CRM helps businesses build profitable customer relationships. Integrated Sales and Customer Service modules enable employees to share information to improve sales success and deliver consistent, efficient customer service. Sales and customer service features include leads and opportunity management, a complete view of customer history, automated incident management, and a searchable knowledgebase. Microsoft CRM also includes reporting tools for accurate forecasting and measurement of business activity and employee performance. Built using Microsoft .NET-connected technologies, Microsoft CRM is easy to deploy, customize, and use, accessible from Microsoft Outlook® and the Web, integrates with other business applications, and scales as your business grows.

• Customer Service -- Offer superior customer service and increase capacity to handle requests, without adding employees. Microsoft CRM Customer Service helps your service representatives track customer requests, manage support issues from initial contact through successful resolution, and provide customers with the consistent, efficient service that ensures satisfaction.
• Sales -- Accessible from Microsoft Outlook and the Web, Microsoft CRM Sales helps sales people manage leads and opportunities, measure and forecast sales activity, efficiently track customer communications, and automate stages in the sales process--helping ensure a shorter cycle, higher close rates, and improved customer retention.