Description

CRM Expert | Certified Salesforce Business Analyst | Certified Scrum Product Owner | Certified Scrum Master

Dinesh Gururaj is a seasoned CRM expert with over 16 years of experience. He specializes in providing solutions to business teams, enhancing customer relationships, and driving overall improvements at the intersection of technology and business. His expertise spans various industries, including education, airlines, luxury retail, and real estate.

Project Highlights

Education Technology Management for University Education

·         Implemented CRM and Student Information Systems for education institutions with modules like admissions, enrollment, fee management, housing, financial aid, scholarship and loans, and student services, enhancing academic infrastructure.

·         CRM End-to-end Implementation for Higher Education with savings of over 66% from current spend Year on Year.

o    Conducted workshop with business units. Analyzed and performed Gap analysis. Created functional and technical specification documents with vendor based on to-be system for customizations as per business requirements.

o    Included elaboration of business processes to show stage advancement and drop for applicant retention and progression.

·         Enhanced business process optimization with Power Automate for request tracking creation, approvals, and execution for analysis of delays and bottlenecks against SLAs.

·         Created UAT scripts based on business persona requirements for use in solution verification assessments before deployment.

·         Salesforce CRM enhancement and customization sales visits, tracking with tailored evaluation and qualification of customers and opportunities for Sales and Customer facing units.

·         Integration with ERP systems:

o    Microsoft AX

o    Online third party QuickPay system

 

Airline Management

·         Microsoft CRM Support and Enhancement for Airlines.

·         Reduced response time from departments on queries from Customer Care for enhanced customer delight.

·         Elicited business requirements, converted them to specification documents, conducted UAT and solution verification assessment and performed release and roll out to targeted users on enhancements, change requests, fixes, and issues resolutions with updated manuals and release notes.

·         Designed UAT test scripts based on personas and other user criteria for validation of solutions based on scope and business fit.

Luxury Retail Management

·         Microsoft CRM end-to-end implementation for Luxury Retail.

·         Introduced access for one-truth for After Sales units for consistency in status updates for after-sales registration and tracking on repairs.

Real Estate Management

·         Microsoft CRM full cycle implementation for Real Estate for residential and commercial establishments.

·         Finetuned business process with one-source of truth on property units’ maintenance records with application and mobile alerts on new and escalated status records.

Information