2012
Sharad Agarwal, Religare Finvest (900 EMPLOYEES)
FINALIST
Religare Finvest (RFL) focuses on financing SMEs. With an expanding customer base and increasing service calls, the company was looking for an efficient CRM solution to enhance its customer relationships, while using it as an opportunity to cross-sell. Sharad Agarwal, EVP-head IT, operations, quality and PMO office, implemented a hosted, Web-based, CRM solution, which was seamlessly integrated with seven internal applications. These include core lending, HR, LDAP and AD, work flow, document management and e-mail, providing real time updates to users. The solution provides a 360-degree view of client accounts to the customer service team. A totally configurable workflow makes it easy for the user to manage the process end-toend. The solution is also coupled with a robust escalation engine which ensures queries adhere to SLAs. This has enabled the organization to increase the efficiency and tracking of customer service queries, while reducing TAT, resulting in enhanced customer service. It now has an effective data analytical capability, which helps improve decision-making.
Kamal Karnatak, RJ Corp (5,000 EMPLOYEES) A complete visibility of the supply chain is a mark of a successful manufacturing company. Kamal Karnatak, senior VP and group CIO, RJ Corp, wanted to empower his organization with that visibility. Along the way, he would also weed out the company’s aging inventory, and control the supply chain. Karnatak formulated a mechanism that allows the biggest bottler of Pepsi in South Asia, to track finished goods (bottle cases) from the point of manufacture to the destination— covering the entire distribution chain—using hand-held terminals, label printers and applicators (LPA), fixed mount scanners (FMS), and bar codes. The system creates a link between the consumer pack (bottle), retail pack (case) and handling unit (pallet). The same information is utilized at the time of dispatch so that complete traceability of finished goods is available for quick reference as and when needed by different business stakeholders. The solution eliminated the need to scan each individual case during dispatch by up to 95 percent. It has also improved resource utilization and operational efficiency.
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S E P T E M B E R 1 5 , 2 0 1 2 | REAL CIO WORLD
VOL/7 | ISSUE/11