PickMe Accelerates Customer Experience with Creatio No-Code CRM

Sri Lanka’s Leading Mobility Platform Transforms Service & Contact Centers with Virtuos Digital

Reduction in AHT for customer inquiries.: 50%
Increase in customer satisfaction scores.: 30%
Improvement in agent productivity.: 40%

About PickMe

PickMe, the flagship brand of Digital Mobility Solutions Lanka PLC, is Sri Lanka’s premier ride-hailing and delivery platform. Since its inception in 2015, PickMe has revolutionized urban mobility by offering a comprehensive suite of services, including ride-hailing, food delivery, logistics, and last-mile solutions. With over 200 million journeys completed and Rs. 100 billion in transactions processed, PickMe stands as a cornerstone of Sri Lanka's digital economy.

Operating on a sophisticated microservices architecture, PickMe leverages advanced technologies such as Google Cloud Platform, Microsoft Azure, Apache Kafka, and Kubernetes to ensure scalability and resilience.

Challenges

PickMe Transforming Processes with CRM

Despite its technological advancements, PickMe faced several challenges in its customer service operations

Legacy Systems: Existing CRM systems were fragmented, leading to inefficiencies in service delivery.
Limited Flexibility: The rigidity of legacy platforms hindered the rapid deployment of new features and services.
Integration Issues: Difficulty in integrating with modern communication tools and channels.
Scalability Concerns: As the customer base grew, the existing systems struggled to scale effectively.

Solution: Implementing Creatio with Virtuos Digital—Consultare (vdc.com)

To address these challenges, PickMe partnered with Virtuos Digital to implement the Creatio No-Code CRM Platform across its service and contact centers. The implementation encompassed:

Unified CRM Platform: Consolidation of customer data into a single, accessible platform.
No-Code Customization: Empowering teams to modify workflows without extensive coding, accelerating deployment times.
CTI Integration: Seamless integration with existing telephony systems to enhance customer interactions.
Omnichannel Support: Enabling consistent customer experiences across multiple communication channels.

The deployment was executed over several months, involving a dedicated team of consultants from Virtuos Digital, ensuring a smooth transition and minimal disruption to ongoing operations.

Why PickMe Chose Creatio and Virtuos Digital

After evaluating multiple CRM solutions, including Salesforce, PickMe selected Creatio for its requirements below Virtuos Digital was chosen for its proven expertise in CRM implementations and its deep understanding of the Creatio platform. Their collaborative approach and commitment to excellence made them the ideal partner for this transformation.

Flexibility: The no-code platform allowed for rapid customization to meet specific business needs.
Cost-Effectiveness: Lower total cost of ownership compared to other enterprise CRM solutions.
Speed of Deployment: Accelerated implementation timelines due to the platform's intuitive design.

Business Impact & Metrics

The implementation of Creatio CRM led to significant improvements.

50% Reduction in Response Time: Reduction in average response time to customer inquiries.
30% Increase in Customer Satisfaction: Increase in customer satisfaction scores.
40% Improvement in Agent Productivity: Improvement in agent productivity due to streamlined workflows.
Enhanced Data Accuracy: Unified customer data reduced errors and improved decision-making.

Innovation9 Lab

Design Thinking in Action

The project embraced a design thinking approach, focusing on:

Empathy: Understanding the needs of both customers and service agents.
Ideation: Collaborative workshops to brainstorm innovative solutions.
Prototyping: Developing and testing new workflows before full-scale implementation.
Feedback Loops: Continuous improvement based on user feedback.

This approach ensured that the solution was user-centric, addressing real-world challenges faced by the PickMe team.

The Virtuos Edge

Virtuos Digital stands out as a leader in digital transformation, offering:

Expertise: A team of certified professionals with deep knowledge of the Creatio platform.
Customized Solutions: Tailored implementations that align with specific business objectives.
End-to-End Support: Comprehensive services from consultation to post-implementation support.

Their commitment to excellence and innovation has made them a trusted partner for organizations seeking to enhance their customer experience.