The document summarizes a project to manage support costs and enhance performance for a large global gaming enterprise. The gaming company wanted to consolidate its customer data from various systems like CRM, BPM, MDM and BI into a single application to provide a centralized customer view. Mindtree collaborated with the customer to develop a new application that integrated with other line-of-business applications, migrated the legacy CRM system to Salesforce Service Cloud, and included a help portal and integration with third party chat/phone and social/knowledge functionality to better serve customers worldwide.

1. Managed support cost and enhanced performance
for the world's largest gaming enterprise.
The customer is a global, multinational enterprise
specializing in electronic games. They entered into
new product segments through the inorganic route
Business impact
and wanted to bring together converged technology
 Better control over costs related to
stacks under a single umbrella. This would enable
them to deliver centralized customer data for a single
customer view. Thus, they wanted to establish a
conversion within CRM, BPM, MDM and BI and create a
new application for efficient customer support.
the customer support function
 Faster response time and better customer
experience in handling customer issues
 Increased efficiency and efficacy of
customer staff
Business challenge
Inconsistent customer data shared across various
 Implement a Knowledge Management (KM)
systems within an enterprise can undermine customer
application which would effectively capture legacy
satisfaction. CRM software includes sales, services and
and new service knowledge, making it quickly
customer support, call centers, sales force automation
available for all service technicians and users.
systems and order management. Ineffective
implementation of a CRM system is a waste of the
Our solution
enterprise’s time and resources.
Mindtree collaborated with the customer to develop a
new application, keeping in mind present and future
Our customer wanted a robust solution that would
requirements such as:
help grow customer revenues, cut operating costs and
 Distributed scenarios
boost IT efficiencies. The solution would also be
 Offline capabilities
required to:
 Cloud deployment and seamless integration with
 Gather accurate data and provide protection while
line-of-business applications.
being transmitted over a network through a Single
The key aim was ease of maintenance for both the
sign-on (SSO) access mechanism for easy and rapid
operations and the development teams.
access to information.

2. The final solution included:
 Transition and migration of the legacy CRM
system to the sales force service Cloud in
record time.
 Architecture, design and development of a
state-of-the-art ‘advisor’ facing system using the
sales force development platform for a global
advisor base.
 Integration with a third party vendor for chat &
phone, and social & knowledge functionality.
 A help portal to service worldwide customers
using the sales force platform with Apex and
Visualforce technologies.
About Mindtree
Mindtree is a global information technology solutions company with revenues of over USD 435 million. Our 13,000 experts engineer
meaningful technology solutions to help businesses and societies flourish. Mindtree's consulting-driven approach makes us a strategic
partner to over 40 Fortune 500 enterprises.
www.mindtree.com
©Mindtree Ltd 2013