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CRM > CRM Applications |
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Features of CRM
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Customer Interaction Management |
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Customer Interaction Management enables exceptional customer service integrating all customer related applications and activities. Managing customer relationships requires a meaningful interaction between customers and the business. Using multi-channel e-communication tools, clients build closer relationships with their customers. Customer interaction services help provide e-customers with a unique user experience which results in forging lasting bonds with them. Also, web-based technologies such as live chat help convert browsers to buyers and buyers to loyal customers.
Customer Interaction Services includes:
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Voice Support System |
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Email response management |
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Chat |
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Phone |
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Knowledgebase |
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Internal help desk |
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Generating sales leads |
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Time Management |
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All appointments and tasks can be shared, enabling coordination of team efforts. Histories of appointments, actions or calls made, are automatically linked to the related customer, contact or opportunity.
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Contact Management |
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The core of all relationship management lies in the availability of relevant and up-to-date data about customers and partners, such as address information, contact persons, order history, business relations, past and existing opportunities and so on. Beside this central information, the tracking of past interactions, such as calls, visits, event participation and complaints, is an essential part of customer relationship management. Contact management enables anyone in the organization to track every contact made with a customer.
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Campaign Planning & Tracking |
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Campaign Planning & Tracking is used to define the different steps, means and media for the campaign, including time lines, budgets and task assignments. It supports one-off and multi-level campaigns, i.e. campaigns with recurring activities. Using the workflow automation in the Campaign Planning & Tracking, one can define rule bases for driving the campaign execution.
Users and teams are automatically notified on tasks to execute, like outbound calls, mailing fulfillment, etc. In addition, a notification inbox always keeps the campaign manager up-to-date and serves for escalation purposes to the whole campaign execution team. The campaign planning exercise can be executed in collaboration with, for instance, the sales force as well as other parts of the organization, including even the channel partners over the web. Campaign templates support the reusability of frequently used campaign types.
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Campaign Execution |
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Campaign manager has various tools for the campaign execution. In addition, it supports the execution of campaigns. The functionality contains:
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Mass mailings via mail, fax, email |
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Tele-marketing and tele-sales inbound and outbound campaign generation |
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Lead Qualification |
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Incoming leads are assigned to the sales team who qualify the lead. All relevant criteria such as expected revenue, market position (leader, start-up.), reference-ability, potential, competition presence/absence, product portfolio / case studies, etc must be available to qualify the lead. Once the lead has been qualified, it is part of the sales pipeline. Rejected leads go back to the Marketing department, for further marketing efforts.
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Opportunity Management with Leads Generation |
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This enables the tracking of an opportunity throughout the whole sales cycle, resulting in greater transparency and control of the sales process. The sales force is automatically and instantly informed when a new lead is identified, for instance via a telemarketing campaign. Overview of the actual Sales channel is available all the time with up-to-date information.
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Benefits of CRM
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Intelebiz CRM solutions help to rake tremendous benefits:
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Reduce costs through an optimal mix of sales and service channels — including self-service by developing more effective, targeted campaigns.
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Improve decision making by using analytics to identify patterns, potential risks and valuable opportunities.
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Strengthen customer loyalty and increase sales by delivering more personalized service and information.
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Improve customer service by giving representatives integrated, up-to-date information about each customer — from recent transactions to current service problems.
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Effectively manage the complete customer lifecycle across all touch points for maximum value
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Increase revenues by identifying and leveraging cross-selling opportunities that are rooted in accurate customer data and solid employee training.
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Enhance profitability by learning how marketing, sales and service operations are helping — or hurting – the bottom line.
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| Our dedicated team of experts leverages technology to design solutions that deliver bottom-line results. Based on proven code, process models and best practices from our years of experience,
Intelebiz reduce implementation time and increase speed to benefit. |
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