CRM - Customer Relationship Management |
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New perspectives fostering efficiency in Customer Relationship Management
Customer care leads to business success
Ensuring competitive advantage requires an analysis of
customer oriented processes and data on a permanent
basis, as well as strategies for improving them.
Successful organizations continuously strive for
increased sales performance, superior customer service
and enhanced customer relationship management. For
accomplishing these objectives you need solutions that
provide rapid access to centralized customer and
prospect information. You should also be able to access
detailed and up-to-date communication history to foster
customer and prospect relationships, close sales and
streamline all customer contact activities. CANIAS CRM
offers consistent and readily available customer and
prospect data, allowing you to manage pre-sales
activities, perform automated sales processes, deliver
consistent customer service, evaluate sales and service
successes and identify trends, problems and
opportunities.
Efficient and effective customer interaction
CRM begins with knowing your customer. The CANIAS
ERP CRM module helps you know your customer better
and includes many features such as activities, history,
related contacts, addresses of your customers and their
relations with your competitors. Whatever information
you would like to keep on your customer, flexible
database structures enable maintaining such
information for your future reference.
The CANIAS ERP CRM module also facilitates control and organization of
entire sales process, from offer to invoice. It empowers
your sales staff by providing details such as inventory status, estimated costs and delivery time, risk status,
habits and special demands, and previous trades during
offer stage. Working rules of sales staff can be defined
by means of authorization definitions; warning codes
and pricing policies can also be defined enabling full
control of the sales process. All customer data,
related sales processes, actions and tasks are readily
available, thus facilitating quick processing and decision
making. Life cycle of a business relationship includes
numerous interactions with the customer. In fact, with
the delivery of the product or service, the chain of
interactions are likely to accelerate, thus calling for an
efficient system for reliable customer support and fast
processing of customer queries and complaints. To
tackle these requirements, the CANIAS ERP CRM module
offers an effective customer complaint management tool
which also includes repairs processing and document
management.
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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- Centralized communication platform
- Standalone or integrated versions
- Intuitive user interface
- User-friendly user authorization features
- Platform independent
- Remote Access
- Seamless integration with other ERP modules
- Customer contact management:
- Customer and prospect data administration
- Contact planning, contact history
- Telemarketing support
- Campaign management
- Circulars, e-mails, letters
- Questionnaires
- Customer group analysis
- Integration of Service Management,
- Sales Management and Document Management functions
- Integration with CANIAS ERP Collaborator module:
- E-mail client
- Agenda
- Task manager
- Activities Management
- Delegation and reminder
- Address book management
- Short messenger
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