Crm Customer Service

By Hani Masgidi

In today’s competitive environment, companies have to increase their services for their clients. The focus of our CRM is to gather the customers’ information to automate the processes, and improve the efficiency of your actions.
What can CRM solutions bring to our business?
Gather all information for one customer from all departments
Better understand and follow up the customers needs
Communicate and share customers’ information
Improve your customers’ satisfaction and sales
Facilitate and automate the filling of administrative documents
With a CTI system, the customers’ details appear automatically on reception of his call.
Modules of CRM Solutions
Customers and contact Management
Leads and Project tracks
Sales reports (Internet and Pocket PC)
Reports Analysis (Meeting, email, fax, calls, offers, invoices)
CTI and Call Center
Campaign Management
Telemarketing
Customer Self Service
Support
Sales
Predictive Analytics
Multi Channels Communications
Marketing
CRM for Communications
Customer behavior Modeling
Customer Management
Through an Internet Explorer, all the employees of the company have access to the list of customers and to their details (companies as well as contacts). Before a new appointment, they can visualize the history of the relation with this particular customer, without requiring a specific report. After each appointment or contact, the commercial or employee fills his report either directly on line or on his computer and synchronize the information later. The report is then saved in the central database and immediately visible by all the persons of the company. Search engines allow finding the information according to the company, to the name of the contact or of the person in charge of this client.
Leads and projects
Register all leads known from your market and define their details. Track their advancement by defining actions on due dates for specific persons. Save the BID and technical offers to the web customers’ folder to allow all authorized users to access to it. Receive qualitative and financial reports by customers, sales representatives, and region and product categories.
Sales Reports
All actions with the customer (calls, email, faxes, and meetings) are subject to a report. The employees fill them in real time and feed the common database.
The traveling users may fill their data from a Pocket PC device. They obtain access to all details of their customers, the products’ base, the order and invoice forms as well as all sales and objectives report. They fill marketing questionnaires directly with the customer. All information is replicated with the main database when the device is connected to the company network or Internet.
Report Analysis
Measure the efficiency of your actions and improve tour sales strategies by analyzing all information places in the system. Example: Average number of appointments by month by region by representatives. The reports are dynamic and refreshed on the opening of the page. The module is provided with full graphical charts and cross tables.

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