Sangram Keshari Biswal

The Heineken SEM provides a workplace to deliver sales processes. It includes a CRM instance for each country and a device-based application. The CRM provides a back-end view or can initiate any business process. Mobile applications enable sales representatives to receive planned visits, executed audits, and validate assets and KPI’s (performance measurement) during customer visits.

The Emaar hospitality CRM provides a workplace to manage the operational activity of the hospitality industry. The whole system contains multiple technologies, i.e., Opera, reporting, web portals, and numerous third-party web applications that connect MS CRM with the Biztalk server.

Solution Overview:
I automated service requests and case management with an SLA process. Implement a customer 360 view, which provides all the customer details in one shot. The task assignment process with the Escalation process was automated through Azure jobs. I integrated 20 applications with the hospitality CRM with the bidirectional data flow.

Clients Benefits and Achievements:
There is a significant reduction in manual efforts during the service management process. The customer view is now on one screen where all the data comes from the CRM and 20 other platforms or technologies combined. The entire monitoring and hospitality process is now automated, saving clients time and money.

Express Script Canada is a leading provider of health benefits management. MS CRM 2011/2016 was successfully implemented for sales and service. This project had several unique technical features, some of which were integrating AX, an application with Scribe, and the SSIS Package. I designed and customized the entity, form, dashboard, process, and plugin, created a web service to expose CRM data to other systems, and implemented SSRS reports.

implemented Microsoft Dynamics CRM 2016 for Geojit. It automated the entire process of applying for customer care services. A customer care service is an xRM approach with other out-of-the-box features of MS CRM such as workflows for escalation, reminders, alerts, reporting, and a dashboard feature fully incorporated in the system.

Responsibilities and role:
I designed and customized the entity, form, dashboard, process, and plugin. I created various external schedulers using C#.NET for regular data inflow from an external database and worked in email router configurations.

NetApp Channel Portal is an online portal for manage hardware, software, and storage device services. There are three sub-portals—channel portal, IB portal, and sales window—and the admin portal. This portal is associated with MS CRM and quote app. It communicates with MS CRM using web services and quote app using WCF services.