Customer Experience Management.
We Are Experts.
Effectively managing customer relationships (CRM) and experiences (CX) to meet or exceed customer expectations and thereby increasing customer satisfaction, loyalty and advocacy are critical for any digital business. Taking an outside-in approach to transformation, using customer experiences to drive alignment, integrating infrastructure and processes across the whole digital environment is the key to digital CX. While our CRM initiatives are typically in customer service, digital commerce, marketing and sales; our CX projects also include systems of record supply chain, operations, logistics, billing, finance, manufacturing and research.
Powered by technology-driven expertise in the digital ecosystem, and deep domain knowledge, we help our clients conceptualize, develop, implement and support solutions for customer-facing web and mobile applications, integrated processes and infrastructure, and providing customer insights through customer analytics and customer data management.
Build With Confidence. We Know How to build a Differentiated CX.
Silicus focuses on delivering differentiated digital customer engagement and experience solutions that integrate social platforms, websites, in-store, mobile interactions, and contact centers into a single 360O customer view.
We start with mapping customer journeys across the digital world, executing on your customer engagement vision by implementing popular 3rd party solutions or custom developed applications to deliver on need not addressed by available solutions. We can deliver comprehensive or specific customer engagement solutions focused on sales, marketing, customer service, business social, digital commerce applications and seamless integration across your internal systems of record.
Customer Engagement Advisory Services
Silicus works with organization to create a customer engagement blueprint that sets the direction for aligning investments and personnel behind the goal. Our services include:
- “As-Is” process & IT infrastructure benchmarking
- Customer journey mapping
- IT landscape design
- Software tools & technology selection
- Legacy software integration plans
- Milestone based roll out plans
Omni Channel Customer Interactions
Silicus can architect & implement a seamless integration of mobile, voice, email, web chat, text, social, video and storefronts that provide an all-inclusive view of customer interaction history.
We use a combination of best-in-class technology solutions and flexible deployment models that are cloud based or hybrid, with deep integrations into existing enterprise applications. Our expertise spans leading Omni channel customer interaction platforms for e-commerce and traditional businesses, including SAP Hybris, DemandWare, OneView, Genesys, Teletech etc
Digital Advertising Operations
Silicus is a full service digital advertising service provider, consistently meeting client demand for better insights and managing brand uniformity across digital assets. We have expertise working on leading ad server and publishing platforms such as DoubleClick, Gemini, SAS etc. Our services include:
- Advertising operations
- Ad product development
- Ad campaign support
- Ad analytics
Customer Listening Center Implementations
Silicus can implement listening centers that captures customer sentiment & brand perception for products & services.
We are experts in implementing listening centers from leading solution providers such as Synthesio, Brandwatch, NetBase etc, integrating customer feedback from social media, blogs and other websites.
We focus on shortening response times, augmenting research on brand perception and channelizing consumer preferences in new product development.
Customer Analytics & Automated Response
Silicus can implement, customize and support exploratory BI tools that enable analysts to interactively explore huge data sets and uncover insights.
We can write machine learning algorithms that can identify relevant “signals” or relationships inside the data, uncovering hidden insights such for real time customer interactions, customer conversion and context based experience creation.
Customer Data Management Platform
Silicus has expertise architecting & deploying customer data management platforms, bringing together data from different programs and sources, at different times and frequencies, in different formats.
We implement best in class pre-built 3rd party data management platforms to extract maximum value from customer data, ensuring scalability, performance and reliability.
Connected Devices & Customer Experience (CX)
Silicus can help develop and deploy IoT and mobile powered solutions for home automation, smart metering, smart healthcare etc, creating opportunities for “always on” customer interactions and product interaction analysis.
We can develop mobile apps that connect to wearables and IoT enabled devices for better customer engagement.
Customer Relationship Management
Silicus can implement and customize leading CRM systems such as Salesforce and Dynamics CRM for better customer engagement and management.
Our expertise spans Sales, Marketing, Customer Service, Business Process Automation, and Social CRM solutions.
Why Work With Us. Our Track Record.
Next Technology Expertise
Next-technology Expertise such as Cloud, Big Data & Analytics, Mobile, AI, and Machine Learning to create impactful customer engagement solutions.
Expertise Across Industries
Domain and subject matter experts with extensive expertise across industries such as Healthcare, Technology, Retail, Energy, and more.