Why online CRM ?
• Low cost of entry
• Low total cost of ownership
• Rapid implementation
• Rapid transmission of information
across organizational lines
and locations
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Why CRM by Web ?
• Unique combination of sales,
marketing, support, accounting
and management views
• Customer can submit and
access relevant data online
• Superior ease of use, intuitive
interface, excellent service
• Powerful ability to customize
• Flexibility in installation and
usage options
• Advanced forecasting and reports
• Possible integration with your ERP
and accounting software
• Effective integrated knowledge
base
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CRM by Web
is more than a
web-based customer relationship management (CRM)
or sales force automation
software. Unlike similar systems,
CRM by Web provides united framework of customer-related,
sales force automation and professional services activities.
These activities include pre-sales, sales, post-sale customer support,
accounting and management overview. From first contact to quote,
orders, invoicing, handling service calls, maintaining knowledge
base and upselling, CRM by Web gives your team a bird's eye view
of the process and access to most important customer data.
Customer self-service area allows customer to submit data to your
CRM by Web database and access relevant account information online
(such as order history/status, invoices, status of service cases),
providing better organization of information and reducing load on
your customer care personnel.
The central part of the system is .
It includes ability to add, review, update,
delete company information, locations and contacts, maintain information
on leads and prospects, access account activity reports, print labels,
send mass e-mail.
Customer Maintenance is linked to:
- Calendar/Scheduling area for a customer-related activity.
This module keeps track of all activities, from sales calls and
meetings to service visits and interview. Sales people and customer
care personnel use this area for maintaining personal
calendar/schedule, tracking their activities, reviewing activities
of other team members, fast creation of activities / time spent
reports.
Sales forecasting allows sales people and managers to create and
track projects that are in pipeline, their progress and probability
of success.
- Quotes area allows to create quotes, e-mail or print out
and fax a quote to a customer, track existing quotes, convert quote
to an order.
- Ordering area is located at an intersection of sales
activities, accounting (invoicing and payment), and a service
center (post-sales support and maintenance). Orders can be entered
by various means, for example, by a salesperson or telephone order
clerk, imported on a regular basis from your web e-commerce site
or internal ERP, etc. As soon as order is entered into the system,
it immediately becomes available to all relevant parties:
- Order fulfillment personnel -- for processing / shipment
- Accounting -- for invoicing
- Service people for maintaining regular service and responding
to technical support problems
- Sales people for analyzing customer ordering patterns
- Management for order statistics and trends
- Invoicing/Payment area allows accounting to create,
e-mail and print out and fax invoices to customers, keep track of
payments and overdue invoices.
- Customer Service area allows customer care personnel to keep track
of technical support cases, immediately review and respond to open
cases, search knowledge base and submit new cases into the knowledge
base, create reports, review history/statistics on cases for a
specific item or customer.
Management has fast access to general reports and statistics that
can be reviewed from a variety of prospectives:
- By customer
- By company employee/user
- For a specific time frame
as well as access all details of customer data and employee
activities.
Customer self-service area allows customer to:
- Submit new service case (submitted case goes directly to your
CRM by Web database where service representatives can review and pick
cases)
- Check status of his service case(s)
- Search knowledge base
- Review order history, check order status
- Review invoices, pay invoices online
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