August 11, 2025
Results
CRM: Customer Relationship Management
Performance Analytics for CRM
The client is a renowned leader in the design, manufacturing, and service of kitchen and bath products, delivering innovative and quality solutions globally. Committed to enhancing the consumer experience, it operates across multiple markets, setting standards in comfort, craftsmanship, and functionality. This dedication to service excellence sets the stage for the client’s strategic initiative to transform its customer relationship management, seeking to elevate the effectiveness and efficiency of every customer interaction.
– Client Representative
The client faced significant challenges in its customer relationship management (CRM). The existing systems were siloed and inefficient, leading to delayed case resolutions, poor visibility into service operations, and a less-than-ideal customer experience. The client had previously partnered with Ondaro on a successful HR service delivery (HRSD) project, setting a precedent for digital transformation within its internal operations. Leveraging this foundation, the client sought to revolutionize its customer service capabilities, aiming for a unified, scalable solution that could adapt to evolving business and customer needs.
To address these challenges, the client embarked on the CRM project with Ondaro, focusing on the implementation of ServiceNow’s Customer Relationship Management and Performance Analytics. The project was structured around several key initiatives:
This multifaceted approach not only streamlined internal processes but also significantly enhanced the customer service experience, positioning the client to meet future service expectations.
The project exemplified the strength of the partnership between the client and Ondaro, built on mutual trust and a shared vision for excellence. From the outset, Ondaro was not just a service provider but a strategic advisor, contributing not only technical expertise but also insights into process optimization and customer engagement strategies. This collaboration was further enriched by the prior HRSD project, demonstrating the value of a sustained partnership in achieving continuous improvement and innovation.
Ondaro’s unparalleled expertise is at your disposal to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
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