Industry Solutions

  • Release version: Australia
  • Updated April 28, 2026
  • 1 minute to read

    • The CRM portfolio includes industry solutions that extend the core CRM products for specific verticals. Each solution builds on the CSM foundation, inheriting its customer data model, case management framework, and shared platform, and adds the workflows, data structures, and case types that organizations in that industry need.

    Overview of industry solutions

    Rather than requiring organizations to build industry-specific processes from scratch, industry solutions provide a starting point that reflects common patterns and requirements within each vertical. They can be further configured to meet an organization's specific needs.

    Table 1. Industry solution overview
    Industry solution Vertical What it addresses
    Financial Services Operations Banking and insurance Extends CRM with workflows and data structures for managing banking and insurance operations, including front, middle, and back-office coordination for financial service requests, disputes, and case management.
    Healthcare and Life Sciences Service Management Healthcare and life sciences Extends CRM for healthcare organizations and life sciences companies, supporting patient and care provider service requests, care coordination workflows, and operational case management.
    Manufacturing Commercial Operations Manufacturing Extends CRM and Sales CRM for manufacturers managing dealer relationships, warranty and recall claims, pre-authorization requests, and the lead-to-cash lifecycle across complex product and channel ecosystems.
    Public Sector Digital Services Government Extends CRM for government agencies delivering constituent and business services, with prebuilt government case types, cross-agency workflow coordination, and constituent-facing self-service capabilities.
    Retail Retail Extends CSM and FSM for retail organizations, enabling store-based case management, issue reporting by front-line staff, task assignment from headquarters to store locations, and visibility into store performance.
    Telecommunications, Media and Technology Telecom, media, and technology providers A suite of applications that extends CRM across customer care, order management, network operations, and partner ecosystems for telecommunications, media, and technology service providers.