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Have a
question or comment?
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Key attributes
| Web based |
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| LDAP enabled |
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| Outlook connection |
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| Self-service for customer
care |
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| Customer managed profile |
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| Ease of creating customer
view |
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| Easy query tools |
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| CRM ( Customer Relationship Management ) deals
with the "front end" of the connection to the
customer. These business systems combine information,
policies, processes and employees of an enterprise in an effort to
attract and retain profitable customers. Our expertise is within the
Service side of the CRM suite of tools. |
| Component |
Functions |
Benefits |
|
Customer service |
- Incident management (Web, phone, email )
- Web knowledge base
- Email handling
- Work flow
- Portal front end
- CTI/ACD integration
- Deliver personalized information
- Self-service of problems and process.
- Sharing knowledge with business partners
See an example of what can be
included on a web customer care page
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- On-line knowledge base reduces support costs by 50%
- Reduced overhead and staff in call centers
- Removal of buffers and less errors
- Increase first call close rates
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| Sales Management |
- Contact management
- Order management
- Account management
- Pipeline analysis
- Mobile synchronization
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- Visibility of the sales process
- Personalization & cross selling
- Access anywhere
- Productivity of sales staff
- Data entry accuracy
- Sales forecasting improvements
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| Marketing |
- Marketing campaigns
- Activity tracking
- Centralized literature
- Correspondence fulfillment
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- Reduced effort in creating campaigns
- Customers enter their own profile data (less errors)
- Decreased cost per lead
- Fast response to customer needs
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| Reporting |
- Querying
- Management information
- Analytics
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Businesses are collecting the right information to make better
decisions:
- Profitability by customer
- Sales cycle information
- Service levels achieved
- Marketing campaign effectiveness
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Prepared by Sharon Levy.
Copyright © 2002 All rights reserved Shared Memory
Last Updated June,2002. Any comments, please mail |
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