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- To improve your customer relations
- To optimize your sales process and realize more sales
- To achieve the best results from marketing campaigns
- To offer the finest service for your clients
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Customer Relationship Management
It is all about the service. It is what differs you from the competition! It is about the better service, about improving your service, and about the satisfied customer!
How do you ensure this level of quality and service?
Sales & MarketingCustomer Service Our Offer
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Type
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Description
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Implementing Sales Process
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Ø Recording leads for every prospect;
Ø Converting leads to opportunities or disqualify leads;
Ø Creating offer when the opportunity is realized After opportunity;
Ø Invoice your client on different payment schemes.
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Tracking and monitoring the Sales Processes
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Ø from a simple phone call to conference calls;
Ø from simple information e-mails messages to formal e-mail messages;
Ø track your proposals, contracts and payments;
Ø track your meetings, memos and decisions.
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Account and Contact Management
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Ø Maintain sales history for your accounts;
Ø Designate sales people and account managers;
Ø Maintain complex account organizations with child companies, branches;
Ø Manage your contact information for client’s CEOs, CIOs, CFOs, etc.
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Marketing Campaign Planning
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Ø Manage the customers list with prospective customers, who you want to target ;
Ø Determine prospective customers based on their previous purchase history, income, company profile;
Ø Budget your marketing efforts;
Ø Plan promotions for your products;
Ø Target specific products to selected groups of customers.
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Executing Marketing campaigns
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Ø Automatically generate tasks for the responsible person for marketing activates such as phone calls or email messages;
Ø Track marketing campaign execution and campaign results.
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Analyzing marketing
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Ø Analyze return on investment from marketing campaign;
Ø Analyze generated leads from marketing activities;
Ø Analyze customer demographics and sales patterns.
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Type
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Description
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Customer Service
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Case qualification and routing
Ø News cases are categorized and forwarded to the responsible customer service representative;
Case escalation
Ø Escalate cases to 2-nd and 3-rd level support, or to person in charge.
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No customer left behind
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Ensures that all of your clients receive answer to their help within accepted service level agreement.
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Knowledge base
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Internal knowledge base aims at decreasing the time of resolution and increasing the number of requests solved by 1-st level of support.
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Customer communication
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Every communication with the customer regarding the case (phone calls, taken actions, resolution) is being tracked.
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Customer Service Portals
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Ø Allow your clients to issue service requests and incidents;
Ø Allows your clients to track the progress of case resolution.
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Analyze Customer Service
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Ø Analyze the resolution time of incidents and problems;
Ø Find the best performing customer service representatives.
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Monitor Customer Service
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Indication of forgotten case
Ø Do we have cases that have not be resolved in 3 days?
Ø Are there cases which have not been assigned in 1 hour?
Indications of poor service
Ø Do we have a customer, who has not received response for his request in 1hour?
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Abilitics offers comprehensive CRM solution, which can be built on one or several Microsoft technologies depending on client requirements.
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Technology
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Description
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CRM 3.0 / 4.0
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CRM Deployment
Ø Installation and configuration of CRM for your organization.
CRM Customization
Ø Customization of CRM entities like Leads and Opportunities for your needs;
Ø Customize default sales & customer service process for your specific process.
CRM Reporting
Ø Extend CRM reporting capabilities for your needs.
CRM Training
Ø Train you sales professionals and customer service representatives.
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SharePoint (integrated with CRM)
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Self-service portals for Sales
Ø Customers can issue orders from a public SharePoint site, which are entered later in CRM;
Ø Customers can collaborate with sales team in public SharePoint portal.
Self-service portal for Customer Service
Ø Customers can track in real-time the progress with case resolution;
Ø Customers can issue online service requests and cases.
Team Collaboration
Ø Enable your team to collaborate.
Search and Portal Integration
Ø Integrate CRM data into SharePoint Portal
Ø Search CRM data from SharePoint
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SharePoint For Sales Process
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Abilitics can implement basic sales processes with License-free version of SharePoint Services.
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Custom Development
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Extend CRM functionality:
Ø Additional functionality with .NET development;
Ø Additional reports with SQL Server Reporting Services development;
Ø Additional workflows with Workflow Foundation development.
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CRM with SQL Server Business Intelligence
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CRM Data analysis
Ø Define advanced reports for CRM data;
Ø Analyze and monitor CRM data.
CRM Monitoring
Ø Monitor sales and customer service metrics with KPI.
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CRM with SQL Server Data mining
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Trend analysis
Ø Find patterns and trends in data.
Sales Predictions
Ø Predict future sales based on past periods.
Customer segmentation
Ø Find most prospective customers to target in marketing campaign.
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CRM Integrations
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Integrate CRM with Accounting Software
Ø Data integration for Orders and Products;
Ø Process integration: Sales in CRM are transformed as Invoices in Accounting Software.
Integrate CRM with eCommerce Software
Ø Every online order from the eCommerce application can be recorded as Order in CRM;
Ø Every inquiry on eCommerce site can be recorded as Lead in CRM.
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