Robust CRM Solution Enabled Tobacco Major to Reduce TCO & Improve Performance Efficiency SITUATION The customer wanted to develop and implement a CRM (Customer Relationship Management) solution based on Siebel to enable its Sales Force Automation (SFA) and Trade Marketing and Distribution (TM&D) IMPACT With growing business needs, the customer required a robust and integrated system, to be deployed in 18 countries of operation, in order to manage its CRM and SFA activities. Along with complete Product engineering activity, the client also wanted a partner who could provide Level 2 & Level 3 remote application support RESOLUTION ITC Infotech designed an integrated and global solution that is managed centrally, but customized based on country-wise requirements (pricing

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