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CUSTOMER FIRST DIGITAL TRANSFORMATIONS

Want to build a sustained digital advantage?
Relationship Driven Sales


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Customer First

CRM systems operate in demanding business environments. Growth in both public and private sectors requires innovation, adaptation  and a  mindset oriented toward change. The key to unlocking full CRM  potential lies  in optimizing your current solution  while
creating value with cutting-edge, cloud-enabled  tools. Driving CRM  efficiency  that puts the customer front and center —
that’s the value of “customer first” digital transformations.

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CRM Value
Optimization

No company should deploy CRM simply as a passive internal record-keeping system. Only a thoughtful, systematic approach to CRM across the organization will unlock the full potential of customer relationship management.

CRM Value
Creation

Value creation means transforming wasted time into efficient, well-organized sales work. Our CRM tools and techniques allow your sales team to spend less time looking for data and more time selling.  

Global
Experience

Bolt's knowledge base spans multiple industries across the private and public sectors. Our SMEs have worked in government, telecom, finance, manufacturing, defense, and more. We speak your customer's language.

Our Partners

Principles of Digital Transformation
Featured Ico

CULTURE & LEADERSHIP

Featured Ico

MOBILITY

Featured Ico

SOCIAL
ENTERPRISE

Featured Ico

FIELD
SERVICE

Featured Ico

GUIDED
SELLING

Featured Ico

OMNI-CHANNEL USER EXPERIENCE

Featured Ico

CUSTOMER RELATIONSHIP MANAGEMENT

Featured Ico

CLOUD
ANALYTICS

Featured Ico

INTERNET OF THINGS

Featured Ico

OPERATING
MODELS

CRM Transformation Project

McGraw Hill Financial – Platts

McGraw Hill Financial, a leading global provider of information and price assessments for energy, petrochemicals, metals and agriculture markets, asked Bolt to lead its customer relationship management (CRM) transformation project.

Bolt worked with McGraw to understand the “as-is” business processes and build a roadmap for the “to-be” optimized state.  Our team interviewed multiple stakeholders across functional areas to build a comprehensive User Journeys deliverable that identified gaps and inefficiencies in the current state, as well as opportunities for improvement.

With problem areas identified, Bolt designed a business architecture defined in terms of capabilities, processes, objectives, and success indicators.  Bolt delivered this streamlined architecture to McGraw Hill, including a roadmap and timeline for successful, complete CRM transformation. This high-ROI project was also self funding, as delivered savings more than made up for initial expenditures.

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CRM Transformation Project

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hightech

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hightech

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finance

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finance

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healthcare

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healthcare

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Transformed Customer Experience

US Tier-1 Telco

A tier-2 communications service provider of Voice, Data and Entertainment services to Consumers & SMBs was facing challenges we see at many Communications companies: high churn ( 5%), low up sell / cross sell (<1%), long time to onboard CSRs (8-12 weeks) and high costs of operations.

Bolt Founders were instrumental in transforming the customer experience by implementing case driven customer communications management system using Salesforce Sales and Service cloud. The measurable goals that we met include – reduce churn below 4%, increase Up Sell / Cross Sell to 3% and cost of operation going down by 30%.

The solution implemented was Case Driven Approach towards Customer Interactions (CD-CIs). CD-CIs was developed as solution framework extending Salesforce.com on Telco best practices (ITIL) and Cloud implementation methodology. The CD-CIs solution was implemented in phased manager across all call-centers. Further it was extended to Omni-channel where the customer can self-help, get their queries resolved and buy more services.

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Transformed Customer Experience

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Omni-Channel Partner Portal Transformation

US Tier-1 Telco

US Tier-1 Telco’s business services wanted to transform their partner portal to increase the revenues. This partner portal is used by its affiliates (BestBuy and others) to order products and service and also to activate cell-phone service and schedule appointments.

Bolt Founders proposed a Partner Community portal (on Salesforce with Apptus as CPQ). Our mandate was to create an UI that was easy to use and build a framework that allowed products from wireless to wireline to IP to be sold together. We were further mandated to reduce calls to help desk and time for ordering and activation of services.

The portal fast tracked from ordering-to-quote to cash life cycle on one side and activation on the other making the process very smooth and simple for the CSR and customer. This encouraged the CSRs in the shop to promote more products & Services; ultimately increased the sales by 200%.

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Omni-Channel Partner Portal Transformation

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Omni-Channel and ZMOT

US Tier-1 Telco

The Telco’s across the globe are facing challenges in providing consistent customer experience across multiple touch-points. The decision making process of consumers today has changed due to social networks and ease of access to technology. The traditional buying process was simple and straightforward, however today the key element in decision making is the use of online research, reviews, feedback from friends and family on social networks and ease of buying – mobile, online or in-store.

Bolt, with its strong experience and expertise in Telecom domain, helped transformed one such major tier-1 Telco in North America. This telco had multiple systems across customer touch-points – call-center, in-store POS, Online Sales, Online Service and mobility.

The transformation involved rationalization and abstraction at multiple layers. Bolt processionals implemented a multi stage process in creating the enterprise grade architecture with a customer first perspective. Having easy and flexible front-end access not just for consumers, but for in-store CSRs and call-center reps. Implementing Salesforce communities and architecting user flows, which can easily be tweaked as per the market dynamics was critical to delivering a brand new “Zero Moment of Truth” buying experience.

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Omni-Channel and ZMOT

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Product Bundling & eCommerce

US Tier-1 Telco

Customer churn is the major challenge to Telcos as the product and services they offer are not much differentiated compared to their competitors reducing the conversation to price only. Telco’s have realized that if they are able to bundle multiple services for the customer and provide one discounted price, the customer becomes “sticky” to the service.

Hence Telco’s started with pre-configured bundles. This was a great start for acquiring new customers, but for existing customers it was difficult. As customers already had few services from the bundles these pre-configured bundle could not be customized for their needs.

Bolt, provided a custom bundling and seamless ordering process along with eCommerce to complete the opportunity-to-cash lifecycle. The use of Salesforce sales cloud with CPQ for opportunity-to-quote and then eCommerce using native force.come ISV product.

This allowed the customers to create their own bundles and also re-configure popular Triple-Play and Quad-Play bundles accommodating their needs. The eCommerce option provided the convenience to check-out with ease and option of not putting the changes on the bill.

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Product Bundling & eCommerce

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Social Analytics

Tesla

Most manufacturers work thru distributers and dealer network therefore seldom forging a direct connection with their customers. However leading manufacturing companies are using social networks to build direct relationships with their consumers – i.e leading the digital enterprise crusade with a “Customer First” approach in mind. One great example is Tesla Motors.

Using Social Media and Social Analytics, Tesla has established and maintains an extremely positive brand image with their customers. Recently, that same mechanism revealed that many Tesla owners admit on Social Media of “Range Anxiety” – that is the fear of draining the battery and not finding a charging station in time. Tesla Social Analytics further identified that drivers get very nervous once range gets below 50 miles.

Leveraging the results of the Social Analytics, and on-board electronics, Tesla released an over the air update to its navigation software. The new navigation software has integrated contextual sense of the destination as well as all potential charging locations. With this update, Tesla is able to integrate into route guidance the most logical place for recharging – thus reducing “range anxiety”. Furthermore, the system works to alert the driver if the vehicle is outside of any charging stations based on current charge range. This relatively simple upgrade has dramatically reduced the most significant issue that Tesla owners currently face – “range anxiety”, as identified by Tesla using Social Analytics.

Companies like Tesla are leading the way in demonstrating the value of Sentiment Analysis and Social Enterprise as they build direct relationships with their consumers. Tesla is a great example of how manufacturers can drive towards a “Customer First” digital enterprise.

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Social Analytics

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Smart Manufacturing

Digital Thread

U.S. manufacturing requires speed to market to gain an advantage in global competitiveness. The ‘digital thread’ that integrates and drives modern design, manufacturing and product support processes can be exploited to reduce cycle time and achieve first pass success. The goal is an integrated automated standard data based process that unites design, manufacturing, and final assembly along one common digital thread. Visions of the factory-of-the-future have many different names (advanced manufacturing enterprise, intelligent manufacturing systems, smart manufacturing, industrial internet, etc.) but a common understanding that the key to success is networked, data-driven processes that combine innovative automation, sensing and control with a transformed manufacturing workforce.

The Digital Manufacturing and Design Innovation (DMDI) Institute will provide the proving ground to link promising information technologies, tools, standards, models, sensors, controls, practices and skills , and then transition these capabilities to the industrial base for full-scale application. The Institute will meet the need for cross-disciplinary teams to integrate IT and manufacturing solutions, and multi-industry collaboration to promote interoperability in supply chains. The Institute will be the intellectual hub that helps U.S. manufacturers be the best in the world at connecting their flexible manufacturing operations, driving them securely with digital data, controlling quality with feedback from sensors and data analysis, maintaining a trusted chain of custody and delivering products in significantly less time than global competitors.

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Smart Manufacturing

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Customer Relationship Management – CRM

Manufacturing

“The data we had on our customers was unstructured and the databases we used did not have standardized sets of information or a standardized structure,“ and “Some of the databases only contained a customer’s name, surname or address or telephone number, which made the data much less useful.”.

This is a common refrain heard in many manufacturing companies. For companies with rapid growth usually through acquisitions creates challenges in terms of their customer data. The main issue was the unstructured data about prospects and existing customers. This level of data defragmentation ultimately led to unrealized sales and longer sales cycles. To drive higher growth and profitability, a “Customer First” digital transformation to unify the view of the customer and deliver a holistic, Omni-Channel experience is the end objective.

Bolt consultants have worked with many companies in the manufacturing space, where we have implemented solutions that create a single system that enabled companies to use and share data about customers. In addition to integrating disparate databases into a single system, our solutions facilitate data and system management to open up cross-selling opportunities and drive synergy among various product portfolios as delivered via an Omni-Channel experience.

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Customer Relationship Management – CRM

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Our Domain Expertise and Vertical Use Cases

Bolt experts have delivered dozens of transformation projects. Bolt’s structure allows us to vertically integrate business and technical expertise for each domain supported.

OUR OFFERINGS

Integrated team of CRM  and cloud experts co-transforming business and IT to accelerate the enterprise.

Customer First
Strategic Alignment

Strategic co-evolution of business and IT toward a “customer first” enterprise. Emphasis on understanding customer experience, business direction, and delivering value.

CRM Value Optimization

Is your CRM a system of engagements, or simply a record-keeping system? Only a tailored, systematic approach to CRM optimization across the organization will transform your business and unlock its full potential.

Outcome-based Alignment

Outcome-based alignment begins with the end in mind. Our experts capture business metrics that determine tangible benefits the new platform will deliver. An optimized "metrics-to-blueprint" model aligns business processes, CRM, and IT.

Guided Selling Experience

Guided selling makes the omni-channel selling process much more effective by automatically proposing products and options based on the customer’s needs. Guided selling increases close rates and opportunities to upsell/cross-sell.

CRM-led Transformation

Migrating from the client-server era into the mobile-cloud era requires CRM-led digital transformation to meet the exponential increase in business expectations.

Business Adoption

Cloud adoption, compliance and change management are big areas for enterprises switching to a new digital strategy.

The Art of Execution
THINK OUTSIDE-IN
CHANGE MANAGEMENT
INCREMENTAL IMPLEMENTATIONS
OUTCOME BASED INVESTMENT
ADOPTION INCREASES VALUE

Our Story

We want to build a NEW kind of service company. Our aim is not to create an organization of various technical practices. Our experience has been that working with companies that have large staff of specific experts ONLY helps to automate existing processes. It does not in any meaningful way optimize or transform the business to achieve greater heights.

We want to build a company that puts the customer FIRST. Your customers. We want to  understand your customers and help you drive a better, integrated customer experience resulting in greater customer satisfaction and loyalty. Our domain experts and technology experts work together, in fully integrated teams, to transform your business to increase the top line, and optimize the bottom line.

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Solution Architect

The Solution Architect is a key member of the project team and is responsible for the overall design of the application and mapping client business requirements to systems/technical requirements.

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The Solution Architect works as a team member along with the Engagement Manager, Technical Architect and supporting team members to deliver the complete solution for the customer.

Technical Architect

The Technical Architect is a key member of the project team and is responsible for the overall technical design and build of the custom elements of a project.
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The Technical Architect works as a team member along with the Engagement Manager, Solution Architect and supporting team members to deliver the complete solution for the customer.

Senior Developer

The Senior Developer is a key member of the project team and is responsible for the implementation of the application and delivering client business requirements as  systems/technical solution.

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The Senior Developer is a key member of the project team and is responsible for the implementation of the application and delivering client business requirements as systems/technical solution.

Integration Consultant

The Integration Consultant is a key member of the project team and is responsible for the End-to-End implementation of the application focused on integration of various Enterprise and Cloud applications.

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The Integration Consultant is a key member of the project team and is responsible for the End-to-End implementation of the application focused on integration of various Enterprise and Cloud applications.

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