1. My Recent Work MS Dynamics CRM Solution Architect , Project Manager

3. 30 CSR’s serving general line and appointment line

4. Solution meets 85% SLA on daily basis

5. Integrated with Avaya IP Phone

7. Onsite health screening Application integrated with BMI and BP

8. Screening dashboard

9. Manage health screening events

10. Manage participants (stratification & CHD Risk assessment)

11. Health screening reports , GP Referral , Advise

12. Exercise plan , Call scripts for Care Coordinator

13. Care Coordinator dashboard

15. Retrievable sessions , calls , seamless customer services

16. Unified Contact center experience

17. Opportunity to convert service into sale

18. Disparate CRM Systems (PRM , ECHO , Contact center app and IMS)

19. Contact center function and staff distributed across multiple applications

20. Difficult for employees to quickly and easily access all aspects of customer information when a call comes in Post CCA Deployment Contact center Patient relationship Chronic disease Medical services Contact center Chronic disease Medical Services Patient relationship Customer Care Accelerator MS Dynamics CRM 4.0 MS Dynamics CRM 2011 Agent Care coordinator BD Care coordinator