Customer Profile: Our customer is one of the pioneers in umbilical cord cell banking worldwide. Focused on India and neighboring countries, our customer plans to grow from 6 current offices to 15 in the region soon. This expansion is closely tied to growth in sales and operations, both in numbers of transactions and complexity. In order to ensure that the organization can handle such growth easily and can scale as needed, they wanted to implement a software solution that handled both sales and some degree of product operations.

Challenge: Our customer had analyzed their business and operations and identified specific processes that are critical to their success. Gaining the mind-share of key market influencers like gynecologists, educating key personal influencers like siblings and parents and following up effectively with the expectant parents - all of these and more go to making a successful sale. Our customer intended to automate as much of this as possible, including processes from the creation of “kits” for cord-cell collection all the way through lab processes and accounting of periodic payments.

Solution: PK4 presented an enhanced version of their CRM solution: Impel as the best-fit solution for our customer's needs. The Impel base product (Corporate Edition) covered all of the customer's needs for sales force, marketing and customer support. It also provided the framework for access in a browser, authentication, authorization, integration, reporting, scalability, etc. PK4 implemented specific product extensions for the customer to support custom work-flows and enhancements in the existing functionality.

The normal license-to-customization costs ratio of 30:70 was completely upended by the use of zeroCode, bringing a large amount of custom functionality to the user. Net effect, the customer users gained a complete CRM mechanism that fits their needs fully and, in addition, had access to integrated contact, calendar and opportunity management. PK4's implementation of Impel covered sales force automation, marketing, customer support and some custom operational workflows.

Benefits:
 Improved the quality of sales by providing greater control and transparency in marketing, sales, customer
   support and operations.
 Enhanced customer experience by improving relationships at all levels.
 Increased sales by enabling salespeople to close deals in complex situations.
 Retained customers by providing an internally-consistent view of all areas, impervious to personnel
   attrition.
 Provided opportunities in mining and leveraging customer data.
 Established the basis and the platform for future systems enhancement, both in sales-related areas and
   outside.