The client had majority of the market share in the US region and was hamstrung by its legacy mainframe CRM Application. Used by Call Centers Reps (CSRs) to support their clients, the existing systems needed an overhaul on four fronts-
- to be able to handle large volumes (to the tune of 1.6 million)
- be agile to changes in the business regulations
- improve customer response times
- offer multi-language support
The client assigned Birlasoft the task of injecting the application with high-quality features that would cover all operational processes.