Customer relationship management

VoIP gateways

Customer relationship management involves using technology to organize, automate, and synchronize business processes—principally sales related activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new customers, nurture and retain those the company already has, entice former customers back into the fold, and reduce the costs of marketing and customer service.

To manage the relationship with the customer a business needs to collect the right information about its customers and organize that information for proper analysis and action. It needs to keep that information up-to-date, make it accessible to employees, and provide them to know how to convert data into products better matched to customers' needs.

The secret to an effective CRM package is not just in what data is collected but in the organizing and interpretation of that data:

  • More selling time for salespeople - with less time spent on paperwork
  • Higher call rates from telemarketing, up to 125 calls a day from 75
  • Faster billing after job completion
  • An increase in service work performed

Our CRM solution can also help you develop effective sales, marketing and customer service strategies:

a) Marketing

Analyze, plan, develop, and execute all marketing activities through all customer interaction points:

  • Marketing resource and brand management
  • Segment and list management
  • Campaign management
  • Loyalty management
  • Trade promotion management
  • Lead management
  • Marketing analytics

b) Sales

Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for:

  • Sales planning and forecasting
  • Territory management
  • Accounts and contacts management
  • Activity management
  • Opportunity management
  • Quotation management and order capture
  • Sales contract management
  • Sales performance management
  • Sales analytics

c) Service

Reduce the cost of service while enhancing customer satisfaction with support for:

  • Sales and marketing for service
  • Service contract management
  • Customer service and support
  • Return and depot repair
  • Field service management
  • Warranty and claim management
  • Parts logistics and finance
  • Service analytics
  • E-service
  • Channel service

d) Partner channel management

Improve processes for partner recruitment, partner management, communications, channel marketing, channel forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.

e) Interaction center

Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Activities such as telemarketing, telesales, customer service, multifunctional shared service, and interaction center management are supported.

f) Web channel

Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with functionality for e-marketing, e-commerce, e-service, and Web channel analytics.

g) Business communications management

Improve contact center and communication-dependent business process effectiveness and reduce– an all-software, IP-based communications solution. Whether customers contact your company by phone, e-mail, chat, text message, or fax, Business Communications Management routes the contact to the right person with the right skills, whether the person is in the office or working remotely – all without the need for costly, cumbersome hardware-based communications systems, significantly reducing total cost of ownership.

h) Real-time offer management

Advanced recommendation engine that optimizes any decision-making process across all customer interaction channels, enabling you to take the most appropriate next action to enhance customer relationships and maximize your customers' lifetime value.