Perhaps the most important entity to business organizations are its customers. A ever-growing number satisfied clientele is what every organization aims to achieve. The activities involved to achieve this does not only involve attracting new customers or converting potential customers into customers but also involve activities to retain the existing clientele and providing them required support. All these activities that involve interactions with customers and potential customers is termed as Customer Relationship Management (CRM). With the popularity of web applications growing web based E-CRM applications are now the buzzword in the CRM arena as they provide a low cost, easy maintainable and globally accessible alternative.
Our expertise and experience in developing custom E-CRM solutions spans over a period of 7+ years with solutions provided to a global clientele in more than 20 countries all around the globe. The solutions that we have developed and are still developing varies from simple ticket based after-sales support helpdesk solutions to complex full-cycle CRM process implementation for the mortgage industry. Whatever the maybe the needs of our clients to maintain their customer relationship – we have a feasible and cost-effective solution for them.
According to its technical definition CRM solutions are software representations of the strategy that an organization implements for managing its interactions with customers and sales prospects. Such solutions are aimed to organize, automate and synchronize the activities related to sales, marketing, customer service and technical support with a goal to location and win over new and potential customers and nurture and maintain existing customers.
The E-CRM solutions that we offer are of the following types :
Our Sales Force Automation (SFA) solutions are aimed to streamline sales process phases, minimizing manual data entry and administration time for the Sales Representatives – leading to more number of potential customers attended in shorter time spans. Our SFA solutions are centered around a robust and yet easy to use Sales Contact Management and Tracking System (SCMTS) for tracking and managing every stage in the sales process for each potential customer, from first call to final disposition. Additional management functionalities like opportunity management, Sales Area management, Pipeline Management, quote generator, and product/service knowledgebase management.
Our Marketing Automation Solutions are aimed to help the organization’s marketing policy makers to identify and target the right section of customers and generate prospective leads for the sales force. The functional modules are built to provide easy-to-use interfaces for managing and measuring multi-channel marketing campaigns, including email, search, social media, and direct mail. The impact measuring metrics monitored include clicks, responses, leads, deals, and revenue. The system also includes tools for creating internal marketing resources and knowledgebase sharing, managing customer lists and trend prediction tools.
These systems are aimed towards improving customer’s experience as a customer of an organization as well as maintain a logical and collaborative environment to provide 24X7 customer service and technical support at a low cost. The functional modules of these solutions encompass ticket based support systems, live chats, knowledgebase management ,email response management and media-rich help workshops.
These systems combine the power of all the above mentioned systems and provide an integrated CRM solution. An elaborate user and roles management system facilitates inter-department and intra-department collaboration in this integrated environment. This along with document and resource sharing , workflow automation and performance analysis tools helps all the personnel involved in customer centric activities work in an integrated collaborative environment and reduce time overheads at lower costs.
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