CRM - Customer Relationship Management |
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Many communication channels; one customer data repository
When number of communication channels between
businesses and their customers is increasing, it is critical
to optimize channel strategy and to record and save all
incoming and outgoing data and communication. Loss of
data and communication details (e-mail, phone, fax, letter,
web site accesses) has a deteriorating effect on customer
relations. The CANIAS ERP CRM module, together with the
integrated document management system, ensures that
all data received or transmitted is stored in the system for
future reference and retrieval. Because of the analysis
features of the CANIAS ERP CRM module, users have the
flexibility to electronically conduct customer surveys with
ease. Thanks to the ability to define multiple languages in
the system, personalized surveys can be executed in
multiple countries (in local languages) using the Internet.
A flexible tool integrated within the CRM module facilitates
generation of complete questionnaires including
alternative answers, weighing criteria and open-ended
questions. Questionnaires can be defined to target specific
sub-groups within the address data. Survey analysis can
be graphically displayed and the results can be viewed per
customer.
The CRM module provides the perfect platform for
enhanced customer service, customer satisfaction and
loyalty thanks to its integrated service processing feature.
All features, from order acceptance, execution, delivery,
and invoice issue to after-sales service can be routed
through the CRM module. To further enhance the service
delivery proposition, the CRM module can be integrated
with mobile devices (smart phones and PDAs), enabling
field personnel to access, administer and enter data
directly into the system while on the move.
Integrated collaboration enhancing quality in customer communication and business processes
Companies face problems due to lack of customer
data and insufficient communication. With the CANIAS ERP
CRM module at your disposal, you have an integrated
communication and organization platform that strengthens
both collaboration and process quality. With the CRM
module, you are able to plan, execute and control your
activities precisely according to customer requirements.
Errors can be minimized and information exchange is
streamlined, enhancing customer satisfaction. With its
modern architecture and fully standardized development
base, the CANIAS ERP CRM module fulfills the
requirements for a communication and process control
platform.
Enabling customer loyalty
The CRM module can either be used as a stand-alone
solution or integrated with the CANIAS ERP system. The
seamless integration with other related modules in the
system is one of the critical features provided by the
module. This also makes data redundancy and lack of
process traceability things of the past. Furthermore,
centralized data storage, serving as a data warehouse,
ensures that coordination of activities between
marketing, call center, sales and service is executed
efficiently and with ease.
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