• General
• Sales
• Customer Service
• Fulfillment
• Invoicing and Payments
• Customer Interaction

Problem. There is no centralized storage of customer data. Each department has to enter data manually in various PC programs.
Solution. With CRM by Web, centralized customer information is available for all company departments. It can be imported, exported and data can be synchronized across all the company sources/computers.
<< Back

Sales:

Problem. All sales activity data are stored on the PCs of each salesperson; one salesperson does not know what other team members are doing.
Solution. CRM by Web allows coordinated work by the sales team. Sales activities become available to all the team. They can be viewed from different prospectives, sampled by salesperson, by customer, by date range, by activity type.

Problem. It takes a long time and much effort for each salesperson to create report(s) on their activity. Then manager has to sum up all the reports.
Solution. With CRM by Web each salesperson can create report on their activity for any selected date range with just a few clicks of a mouse. Manager can review report already summarized by the program.

Problem. Manager does not have a clear idea what deals are in pipeline, how many are there, what is the chance of success.
Solution. CRM by Web has advanced forecasting functionality. It allows salespeople and management to review deals in the pipeline from different prospectives and run forecast and statistical analysis on the data. This helps identify most promising projects and the ones that may require immediate attention.

Problem. Salespeople do not have access to customer data besides their own sales activity information.
Solution. With CRM by Web, each salesperson can review and run reports on each aspect of customer-related activity: sales, service cases, ordering patterns, projects in pipeline, quotes that were given. This information helps each salesperson to define correct strategy in dealing with each individual customer.

Problem. Every quote given to a customer is typed and stored on an individual computer. Sometimes quote is lost by the time client is ready to order.
Solution. CRM by Web provides a convenient tool for working with quotes. Quotes can be entered, reviewed, printed for sending or faxing to customer, e-mailed to customer and converted to order. All quotes given to a customer are easily searchable by various parameters and are available to all team members.
<< Back

Customer Service:

Problem. Information on service and support cases is saved on individual computers and is not visible to team members or management. As a result, some cases are not taken care of on a timely basis. Others are serviced by more than one support rep without full knowledge of the case history. This leads to customer frustration and, possibly, loss of customers.
Solution. CRM by Web allows coordinated work by all members of customer service and technical support teams. Every support specialist has centralized access to all cases. Every support specialist or manager can immediately see open cases, sort them by priority, review previous case history, see which case requires immediate attention and who is working on each case.

Problem. Field service reps have to call office each time they need data about a specific purchase or previous service or support case.
Solution. With CRM by Web, all field representatives have access to the information about customer, purchase history, previous service and support history on the specific item, as well as access to the Knowledge Base to see previously resolved problems.

Problem. Customers often ask the same questions, overloading support staff.
Solution. With CRM by Web, each resolved case is recorded in the Knowledge Base. You can KB available on your website for customers to search. Chances are, they will find an answer and won't need to open new support case. Knowledge Base is available for customer service reps as well, increasing efficiency of their work.

Problem. Manager does not have a clear idea what products cause most problems and in what area.
Solution. CRM by Web allows you to produce reports and statistics on customer service cases for specific items, for individual customers or for customer service representatives. You can also produce a detailed review of an individual case.
<< Back

Fulfillment:

Problem. Orders are coming in by various means (phone, fax, web site) and fulfillment department having hard time keeping track of the totals.
Solution. CRM by Web provides a centralized storage for all orders. Your staff can enter all orders received over the phone or by fax and they will become immediately available to fulfillment. Web orders can be imported from other applications on as needed basis: for example, each hour, or we can directly connect your website ordering program with CRM by Web.

Problem. Orders are stored on individual computers or on paper. It is hard for fulfillment department to keep track of backorders and unshipped items.
Solution. CRM by Web produces instant reports on backordered items, items that are not shipped and on returned items.

Problem. It is not immediately evident to the manager what ordering patterns are, what items are in greater demand, what items are being returned more often, etc.
Solution. CRM by Web provides comprehensive reports and statistics answering these questions.
<< Back

Invoicing and Payments:

Problem. For companies that do not have a full-time accountant on staff, keeping track of payments and overdue invoices can be a real pain.
Solution. CRM by Web allows you to create invoices, convert orders to invoices, immediately pick overdue invoices, record payments and refunds.
<< Back

Customer Interaction:

Problem. Customer service cases submitted via e-mail and web site are not organized, do not always reach tech support representatives, might get mixed up or lost.
Solution. CRM by Web allows customers to submit service cases online. Service cases submitted online go directly to CRM by Web database, where they can be reviewed and picked by customer service representatives.

Problem. Customers are having problems getting information on their orders, invoices, status of their service cases.
Solution. CRM by Web allows customers to receive this information online in real time.
<< Back

If you are trying to solve any of the problems above, you might want to use sign for a 30-day free trial and see for yourself how CRM by Web will help you solve your problems.