Proxcy
CONSULTING
Introduction
The driving paradigm behind Customer Relationship Management CRM is the customer-responsive enterprise. This allows companies to better understand their customer relationships, value, and profitability.
Companies can now focus on increasing top-line revenues, reducing sales and service costs, producing top performing sales, service and customer support representatives, and maintaining superlative customer satisfaction and retention.
The CRM applications solution from many ERP vendors is composed of many integrated components for sales force, customer care, service, and call center automation. This integrated approach applies across the organization, whether you are dealing with customers in a sales or service context, unassisted over the web, in the field with a mobile solution, directly from your corporate offices, indirectly through your partner channels, leveraged through your outsourcing partners, or in your call center.
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Sales Management Automation
Increasing sales demands an automated, informed sales force. Many ERP's vendors new mobile computing technology provides interactive, high speed access to critical business information even for field salespeople. They can reduce sales lead times by requesting product specifications, sending product samples, and updating forecasts directly from their laptop computers.
Sales management typically has difficulty obtaining accurate forecasts and has poor visibility into sales pipeline. For example, Sales and Marketing Applications enable business managers to track market activity through pipeline versus forecast reporting and easily coordinate global sales teams. Using mobile analysis features, sales management stays connected to their entire sales force, enabling better, more timely business decisions.
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End-to-end Customer Care Solution
Using Customer Care Service, you can respond to your customers' needs using the right service delivery method. Customers may initially be directed to the customer response center for logging a service request. Aself-learning knowledge base enables quick problem resolution. Based on need, some service requests may then be escalated for field service or depot repair.
You can consolidate all activities performed in the response center, field service, and depot repair into a single charge sheet and determine charges based on contractual entitlements.
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Marketing Management Automation
ERP applications improve your marketing effectiveness by tracking all sales data in a closed loop fashion. For example, Sales and Marketing applications let you improve your promotion and event management by targeting qualified prospects, managing demand creation, response processing, literature fulfillment, and tracking campaign effectiveness.
Qualified leads are automatically transferred to your salespeople for immediate action. These solutions let you easily track your marketing return on investment and better perform win/loss analysis.
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Doing Business on the Web
ERP Web based applications allows you to use the Internet as a platform to conduct business throughout the sales and service cycle. It provides unassisted selling and service functionality within an integrated solution, allowing you to share business practices with your other channels.
With these applications, your customers, sales representatives, and distributors can access up to date product information to purchase products and log and track service requests.
... and In the Call Center
Call Center application features a large group of agents handling inbound calls (order taking, billing inquiries, support requests), outbound calls (telesales), or both. Agents can be further divided into groups according to specific tasks as well as skill set.
A Call Center application reduces costs by automating repetitive tasks, such as database lookups, by ensuring that agents fully utilize their time through automated dialing and connection services, and by increasing the quality of service through workflow and scripting tools.
High- call volumes and staffing levels characterize teleservice, telemarketing, and telesales departments, making such organizations ideal sites at which to deploy a Call Center application.