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Product Description

CRM by Web consists of three main modules that can be purchased and installed separately. Available modules and their functionalities are:

S ales Force Automation
      • Account Management
      • Calendar/Scheduling
      • Tasks and Activities
      • Sales Forecast
      • Web Leads Capture
      • Data Import/Export
      • Reports

C ustomer Care
      • Account Management
      • Service Cases
      • Knowledge Base
      • Customer Self-Service
      • Data Import/Export
      • Reports

O rders and Invoices
      • Account Management
      • Quotes
      • Orders
      • Invoices and Payment
      • Customer Self-Service
      • Data Import/Export
      • Reports

In our experience, synchronized usage of these tightly integrated modules brings most benefits. It allows you to keep track on all facets of interaction with the customer. However, if you purchase the program (see implementation) for installation on your server, we can install modules separately on "as needed" basis.

Sales Force Automation module allows you to plan and track all your sales activities. It includes:

Account management:
- Add new account, locations and contacts for the account
- Separately track leads, prospects and clients, change customer type as needed
- Update account information, add / update / delete locations and contacts
- Import / export account information, locations and contacts, synchronize account information with other applications
- Review customer-related activities and sales forecasts
- Print labels, send mass e-mail
- Account activity report
- Delete account
Tasks management / calendar:
- Review tasks using calendar and list views
- Enter new task
- Review and update the task
- Mark task as completed
- Delete task
- Import / export tasks, synchronize tasks with other applications
Sales activity management:
- Review your activities and activities of other members of the team
- View activities by user of the system, customer, dates, type
- Enter new activity
- Review activity details, update activity
- Delete activity
- Create reports
Sales Forecast:
- Enter new forecast, track project closing date, estimated budget and probabilities
- Review forecasts by customer, dates, probabilities, projected amount
- Create reports
Web Leads Capture:
- Data from your web request information form instantly appear in CRM by Web
- Sales representatives can review leads, pick lead, follow up on it, create task for the lead, or delete lead.

Customer Care module allows you to track all of your support cases and store them in the knowledgebase for further review. The module includes:

Account management:
- Add new account, add locations and contacts to the account
- Update account information, add / update / delete locations and contacts
- Import / export account information, locations and contacts, synchronize account information with other applications
- Review service cases per account
- Delete account
Service cases:
- Add new case
- Review and pick cases submitted via customer self-service
- Review cases from different prospective: open cases, recent cases, cases by account, cases by product, etc.
- Review case details, update case
- Keep case log: make entries, review existing entries
- Close and re-open case
- Import and export cases, synchronize data with other applications
- Create reports
Knowledge Base:
- All resolved cases are stored in the Knowledge Base
- Company employees can search Knowledge Base, review details of related cases
Customer Self-Service:
- Submit new service case
- Review status of previously submitted cases
- Search Knowledge Base

Orders and Invoices module take care of customer ordering activity, from quotes to orders to invoices and payments. The module includes:

Account management:
- Add new account, add locations and contacts to the account
- Update account information, add / update / delete locations and contacts
- Import / export account information, locations and contacts, synchronize account information with other applications
- Review quotes, orders, invoices and payments by account
- Review account balance
- Print labels, send mass e-mail
- Account ordering activity report
- Delete account
Quote management:
- Create new quote
- Print out quote and fax or mail it to the customer
- E-mail quote to the customer
- Review previous quotes by customer, dates, products
- Review details of each quote, update quote
- Delete quote
- Convert quote to order
- Import / export quotes, synchronize with other applications
Order management:
- Create new order
- Review orders by customer, dates, items
- Track items on backorder, items that are not shipped, returned items
- Review order details, update order, print order
- Delete order
- Convert order to invoice (allows several invoices on one order)
- Create order reports
- Import / export orders, synchronize with other applications
Invoices / Payments:
- Create new invoice
- Print out invoice and fax / mail it to the customer
- E-mail invoice to the customer
- Review invoices by customer, dates, products
- Track overdue invoices
- Review invoice details, update invoice
- Track payments and refunds
- Delete invoice
- Import / export invoices, synchronize with other applications
Customer Self-Service:
- Review order history, search orders by various parameters
- Check order status
- Review invoices
- Pay invoices online

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CRM by Web provides centralized access and data sharing for sales, customer service, order fulfillment and accounting personnel more >>

CRM by Web offers solutions to often-encountered problems in areas as dissimilar as sales, order fulfillment, accounting and technical support . . .more on solutions >>