The Challenge
The Challenge:
In the IT & Professional services industry forging strong client relationships and delivering projects on time while maintaining project profitability is a major challenge. Sales teams require a 360-degree view of the customer to ensure personalized services, continuous engagement, and strict adherence to SLAs.
What does the industry need?
Opportunities tracking:
Single dashboard to track all interactions with the client to ensure sales and support team is equipped with the latest information.
Ticketing management:
Easy ticket resolution and SLAs management with visibility of open tickets, escalations, and timelines.
Efficient resource allocation with connected project management:
Clear insights into projects and resource utilization to ensure that employees are not being underutilized or overstrained.
Our Solution
Our Solution:
iERA IT, Professional Services & ITES solution built on the Dynamics 365 platform meets all business engagement needs of IT Consulting and services oriented organizations. The solution's cloud-powered productivity enhancements give users 360-degree customer profile, Lead Management, Cross-Sell and Upsell insights all on one platform.
iERA Solution for IT, Professional services and ITES management suite includes:
Sales and Customer Management
  • Build a 360° profile of your customers.
  • Track all your interactions with prospective customers in one place.
  • Cross-sell and upsell easily with detailed interaction history.
Service Management
  • Create efficient ticketing management with visibility on SLA's and commitments.
  • Comprehensive knowledge base for each client for easy resolution of complaints.
  • Leverage Chatbots and AI to complement efforts of your support team.
Project Management
  • Track live projects and resource allocation from one dashboard.
  • Track customer billing in hourly or resource based model.
  • Productivity tools to help your team collaborate better.
Features:
360° Customer View
  • Track live projects and resource allocation from one dashboard.
  • Track customer billing in hourly or resource based model.
  • Productivity tools to help your team collaborate better.
Journey Cycle plan Management:
  • Standardization and automation of process involved in the customer journey.
  • Replace disparate systems with one on-demand cloud solution.
  • Save on Capex investment in huge Tech infra.
Knowledge Management capabilities:
  • Track project goals based on well defined KPIs.
  • Generate live reports on opportunities, revenue per account manager, service desk performance and project performance.
Announcements and updates:
  • Actionable analytics to adapt your business and take corrective actions to changing market demands
  • Live dashboards and interactive reports
  • Proactively address customer needs
Why iERA?

Easy adaptability
The learning curve is low as the platform is designed in the context of MS Office.

Customized MIS and Document Management
The platform has Real-time Dashboards, Interactive reports, Simplified exploration, and complete goal management automation. It also has a streamlined document management system through integration with SharePoint or Azure blob.

Centralized data for global access
The platform has a common Data Model across all Business apps. It has ready-connectors for integration with all major 3rd party applications so that you can plug and play with your existing technology stack.