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RAD Solutions: CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
In today’s changing and faster-moving marketplace, retention of existing customers and finding new customers becomes an increasingly essential business activity, particularly for manufacturers.
Many companies are now becoming more ‘customer-centric’ in their approach, and in particular are using Information Technology as the essential ingredient of the process. The umbrella term for this area of IT is Customer Relationship Management or CRM. EFACS Enterprise CRM is about interactions and collaboration between distributors, agents, suppliers, customers, prospective customers and end users. It is more than a technology. It is a business concept, with the clear objective of finding new customers and increasing sales to your existing customer base.
Tracking
The main goal of EFACS Enterprise CRM is to facilitate and track all communications that members of your company have with external companies. EFACS Enterprise will help the Company to automate the handling of inbound and outbound email and fax-based correspondence. For example, incoming correspondence is electronically filed against the account, through look-up of the senders email address or fax number. Unrecognised incoming transactions are routed to a queue pending classification and association with the relevant account. Users will have ready access to this information, and may use it proactively to increase sales and improve relationships.
Seamless Integration
Information is key – knowing which the most profitable and effective are marketing campaigns, which is the most effective communication method for each customer, who are the most profitable customers, which customers are most content, which customers are least content, which customers can you cross-sell to and with which products. These are just some of the questions that are vital to the continued success of your business. CRM addresses these issues, with a solution that fully and seamlessly integrates with the EFACS Enterprise system as a whole, bringing convenience and efficiency to the process.
EFACS Enterprise CRM is organised into the following areas: -
- Customer Care
- Call Centre
- Sales Prospecting
- Marketing Campaigns
- Broadcasting
- Field Service
- Warranty Service
- Customer Portal
Call Centre
The EFACS Enterprise CRM Call Centre system allows for Computer Telephony Integration (CTI), tailored to a TAPI-compliant telephone system. User definable Case categories, priorities, service levels and events allow for structured classification, tracking and analysis. Furthermore, integration with the EFACS Enterprise Business Process Automation and Workflow can automatically trigger activities based on the type of call or service level, sending emails, tasks or alerts as appropriate.
