Talisma Corporate and Product Overview

Enabling an exceptional customer experience

Leading CRM Solutions Provider

Talisma Corporation Pvt. Ltd., a Campus Management company, is a

leading Customer Relationship Management (CRM) software solutions
provider. Talisma solutions improve customer satisfaction by integrating
the power of email, phone, chat, SMS, print, portal, and Web self-service
with a robust and mature Web services platform, comprehensive
analytics, and a system-wide knowledgebase.

With thousands of customers, Talisma serves a variety of industries

through its vertical solutions including education, ITeS-BPO,
telecommunications, BFSI, healthcare, hospitality, communication
services, travel, manufacturing, retail to name a few. Talisma’s vertical
solutions ensure leadership through key differentiators that highlight
Talisma’s multichannel approach – enduring and profitable customer
relationships, increased customer satisfaction and loyalty, and reduced
corporate operational costs.

Talisma is based in Bengaluru, India with offices in Mumbai, Chennai,

Delhi, and Kolkata. Headquartered in Boca Raton, Talisma’s global
presence ensures branches across North America and Asia-Pacific.

Customer
Relationship
Management
Some of our APAC Customers
ASK Investment Axis Bank Bonanza Portfolio
Birla Sun Life Insurance Canara Bank Club Mahindra
DBS Cholamandalam Ford BSC Future Generali Who uses Talisma CRM?
FutureBazaar Finance House HDFC ERGO
14 Top Mutual Fund Companies
Hewitt Associates Himalaya Drug Hinduja Ventures
HSBC AMC Hindustan Unilever HDFC Bank
11 Top Indian Securities /
IDBI Bank ICICI Lombard iGATE Wealth Management Companies
ING Investment IndusInd Bank Intelenet Global Services 4 Top HR Outsourcing Firms
ING Vysya Bank Indiabulls Securities IDFC Mutual Fund 8 Top Banks in Indian
JM Financial Kingfisher Airlines Ma Foi
6 Top Private Insurance Companies
Manipal Motilal Oswal Securities MphasiS
NCDEX Primetravels Principal Mutual Fund 2 Top Engineering Companies
Rediff.com Reliance Communications SBI Funds Management 4 Top Retail Companies
Sharekhan Sony Sundaram BNP Paribas 10 Top BPOs
Sutherland Tata Mutual Fund TeamLease
India’s Best Private Airlines
Templeton Thomas Cook TimesofMoney
Visteon Web18 Yatra Online India’s Largest Travel Portal
India’s largest FMCG

www.talisma.com Copyright © 2009 Talisma Corporation Pvt. Ltd.

 Talisma Corporate and Product Overview
Enabling an exceptional customer experience
Talisma Solutions – Expertise in multichannel CRM
Powerful, integrated, and easy-to-use, Talisma provides multichannel
relationship management solutions across service, sales, and marketing that
help companies build profitable relationships.
Talisma CRM solutions are vertical offerings that enhance customer satisfaction
through self service, assisted service, and proactive service offerings. Customers
choose the communication channel they prefer whether it is modern channels
(like Portal, Self-Service, SMS, or Chat), or traditional channels (like email, phone,
face-to-face interactions, letters, etc.)
True Customer Lifecycle Management
Talisma provides true Customer Lifecycle Management across service, market-
ing and sales functions, and enables organizations to quickly, effectively, and
accurately communicate with customers at any time. With Talisma,
organizations have the means to accelerate and sustain growth by creating
personalized experiences.
Talisma
Marketing
Talisma
Sales
Talisma
Service
Talisma offers a unified customer view through blended multichannel support.
Numerous productivity tools are available that increase response quality
through automated functions, knowledge-enhanced solutions, and an
organized, single window view. Management gains access to both in-depth
and strategic reports, driving consistent improvements.
www.talisma.com
www.talisma.in
Talisma Leadership
Timothy B. Loomer,
President and Chief Executive Officer
Tim is currently at the helm of Campus Management,
and as the former president and CEO of Scantron
Corporation, has over 20 years of experience in
technological related businesses. As CEO of Scantron,
he aligned the organization to foster a systematic
approach to product development, product
management, and marketing. Tim led the company’s
progression from delivering legacy based products and
services to becoming a leading provider of
enterprise-wide software applications for the education
industry. Prior to his role as CEO, Tim held various
executive positions at Scantron, including President of
the Testing and Assessment Division and President of
the Commercial Technologies Division. Before joining
Scantron, Tim held various sales leadership positions at
Automated Data Processing (ADP), a provider of
transaction processing and information-based business
solutions.
Tim earned his Bachelor’s degree from the University of
Washington and his Master’s Degree from Stanford
University’s Graduate School of Business, where he also
earned a Global Management Certification.
Raj Mruthyunjayappa,
SVP and Managing Director,
APAC and Europe
Raj is responsible for Talisma’s APAC operations
including research and development, professional
services, global delivery operations, and support. His
passion is enhancing Customer Satisfaction; and he
uses his visionary experience to build the perfect
dynamic solution of technology and service.
Prior to his appointment as Managing Director, Raj was
the Global Vice President for Support and Services at
Talisma and was based in Seattle, WA. He has over a
decade of experience working in the United States,
managing global services operations, including right
shoring and data center operations. Raj’s cross-domain
expertise has helped organizations such as Aditi
Technologies and Visual Commerce set strategic
direction, while improving and implementing effective
processes across customer facing departments.
Raj holds a Bachelors degree in Electronics and a
Masters degree in Computer Applications from Mysore
University.
Copyright © 2009 Talisma Corporation Pvt. Ltd.
 Talisma Corporate and Product Overview
Enabling an exceptional customer experience

Talisma Service – Increase the lifetime value of each Customer: Talisma

Service gives you the power, ease, and cost efficiencies to meet your most
aggressive goals for customer service, technical support, and relationship
management. Comprehensive customer data, presented in a rich contextual
Talisma

CRM
format, helps keep your customer service agents focused on the customer
while providing all the information necessary to resolve inquiries quickly and
effectively. With a complete suite of communication tools, Talisma transforms
service into a profitable line of business and increases customer loyalty.

Talisma Marketing – Cost Effective Revenue Builder: Talisma Marketing

helps in making accurate business decisions with greater customer insights.
You can plan and execute marketing programs efficiently, reduce the cost per
Customer Relationship Management
lead, and gain greater control over the complete marketing process. Moreover,
Talisma Marketing's powerful analysis tool helps you track the response rates,
costs, and return on investment (ROI) of each campaign.
Service
Marketing
Talisma Sales – Proactively Engage Customers and Close Sales: Talisma
Sales Force Automation empowers your sales team to automate their sales Sales
processes, track leads, manage activities, and enhance relationships with Talisma Value Proposition
customers, while retaining the power of mobility. Sales Representatives, in
addition to working on their opportunity database, can manage their periodic With highly flexible and scalable CRM solutions,
activities and meetings with clients, view and update information on products Talisma enables customer-focused companies
which they sell, and monitor their performance, all the while maintaining to expand and grow without compromising on
confidentiality of data through the sales hierarchy. Talisma SFA ensures their operational and strategic goals.
constant focus on productive activity leading to greater sales efficiency.
Talisma Best Practices

Create unique customer experiences for seamless service. Extensive industry expertise
Exceptional technical, solution, and project
management skills
Analyze customer trends for effective marketing campaigns. Easily integrated and fully scalable solution
Impressive speed to project completion
Cultivate profitable relationships through intelligent selling.

Talisma Technology Services

The success of our customers is Talisma’s sole focus. Working with leading
businesses, Talisma has developed a proven, global, best practices-oriented
approach to solution delivery.

Strategic Implementation and Integration: Talisma’s cross-functional

services team has successfully managed hundreds of projects across
small/medium-sized organizations and Fortune 500 companies. Leveraging
expertise and knowledge, they follow a best-practice approach and consider
each customer’s unique needs.

Sustaining Education: The user education team exclusively focuses on client

instruction, and offers a wide variety of courses that can be delivered onsite, via
the Internet, or at Talisma facilities in the United States, Europe, and Asia Pacific.

Reliable Support: Talisma’s dedicated, 24/7 administrative and end-user

global support team strives to meet and exceed service level agreements.

www.talisma.in
www.talisma.com Copyright © 2009 Talisma Corporation Pvt. Ltd.
Talisma
TalismaCorporate
Corporateand
andProduct
ProductOverview
Overview
B Enabling an exceptional customer experience
Talisma Modules for Personalized Customer Relationship Management
Talisma Customer Relationship Hub (CRH) provides a unified
framework for integrating previously granulized information. The Hub
manages routing, relationship management, and security for the
Talisma channels (Phone, Email, Chat, SMS, Self-Service, etc.).
Talisma Email simplifies and streamlines the management of high
volume of emails. With automated routing, Talisma assigns incoming
emails to the appropriate agent while providing easy access to entire
interaction history. Talisma helps in managing response times with
single click canned responses and knowledgebase responses.
Talisma Phone is designed to increase agent productivity by providing
tools to improve call handling and increasing response times.
Automated “screen pops” provide contact information using automatic
number identification, and also bring up dynamic scripts based on the
contact’s profile. Talisma supports phone-based services and
telemarketing programs, and seamlessly integrates with popular call
center technologies.
Talisma Chat provides online customers with immediate assistance and
real-time personalized communication. Talisma supports both
proactive and reactive chat engagements with optional collaborative
browsing.
Do more with less using Talisma multichannel CRM Solution. Use Customer Loyalty to drive repeat business.
Talisma Service Use real-time information and insights to deliver enhanced value to customers.
Talisma Marketing Gain a competitive edge and improve your effectiveness with multichannel solutions.
Talisma Sales Increase your pipeline accuracy with sales force automation that also boosts revenue.
Talisma SMS Text Messaging leverages the popular “SMS” technology to
notify or alert individuals or targeted groups of customers. This
personalized two-way communication channel simultaneously allows
customers to reply and interact with internal agents using text
messages. Talisma tracks the complete interaction, customer responses,
and subsequent actions on those responses using Talisma’s patent
pending technology. SMS campaigns support bulk outbound mobile
communication.
Talisma Web Client supports browser based access allowing agents to
access critical Talisma functionalities through the Internet from
anywhere in the world. Talisma’s standard Windows Client is also
available.
Talisma Web Callback allows prospective or current customers to
schedule calls with agents using web forms on the Web site. Talisma
prompts the agent to call, based on the submitted time and contact
details.
Talisma Sales Force Automation empowers your Sales team to
automate their sales processes, tightly track hot leads, manage activities,
and enhance relationship with customers.
Talisma Corporation Pvt. Ltd., 214/6, Ramanamaharishi Road, Sadashivanagar, Bengaluru – 560 080, Karnataka, India.
Phone (Enquiries): 1800-425-1760 (from BSNL/MTNL landlines only. Toll-free), +91-80-4039 4400, +91 (80) 2361 3377, Fax: +91 80 2361 8937
www.talisma.com
www.talisma.in
Talisma Print allows agents to personalize letters and mailing labels by
merging contact property data and conditional content into hardcopy mail.
Such mail can then be sent with brochures via postal and delivery services.
Talisma Knowledgebase provides a real-time repository of information for
content management. Customers and internal agents can locate answers to
questions round the clock via the Web site.
Talisma Campaign helps users create and automate multi-step, proactive
prospecting campaigns, communication plans, newsletters, and surveys
using the intuitive workflow manager with advanced ROI measurement and
ad-hoc reporting capabilities. Talisma allows you to automate and send
email, SMS, and print campaigns.
Talisma Event Management provides an online event calendar to
effectively present and promote events through the web, and even manage
online registrations for free and paid events with payment gateway
integration. Leverage the powerful campaign capabilities to market
personalized campaigns and send event details, offers, discounts, reminders,
etc., with ease. Advanced resource and task management capabilities help in
setting the task list for event managers and organizers. Talisma supports sub
events, group registrations, cancellations, special need requests, transfers,
substitution of participants, and so on.
Talisma Application Management helps capture customer applications,
from the portal. Users can work on multiple applications simultaneously,
using functions like auto-filling of personal data. Individual page-wise status
indicators and overall application status indicators display the different
completion levels of the form thereby easing the application filling process.
Users can optionally download submitted applications as a PDF for their
reference.
Talisma Integrate incorporates valuable data that may be inaccessible in an
existing application via integration to the Talisma database. Leverage data
from third party sources or applications.
Talisma Analytics generates pre-defined and custom reports analyzing
different aspects of the customer lifecycle including campaign ROI, orders,
agent effectiveness, SLA (Service Level Agreements), etc. The analytic reports
filter and simplify the information streaming to decision makers thereby
reducing paralysis by analysis.
Talisma Self-service Portal leverages and exploits Web 2.0 capabilities to
deliver personalized content in a self-service mode to customers. Portals
allow organizations to plug in content and gadgets of their choice from
almost anywhere using web part technology, with flexible drag and drop
options for organizing content delivery.
Copyright © 2009 Talisma Corporation Pvt. Ltd.