Transcript - Evolve Brands

Presentation
on
CRM - Software
By
Evolve Rings
Introduction on CRM Software
•Database Management
– Classification of Companies/Contacts
•Call Center Management
– Inbound / Outbound – Follow Ups
•Profiling
– Feedback forms
•Email
•Event Management
•Customer Alternate Address
•Creates History
•MIS Reports
Software Platform
• Database - SQL Server
• Front end - VB 6.0 & ASP
• OS – Windows 98 / Win NT / Win 2K / Win
XP
• Application - Office 97 or above
Login Screen
Introduction Screen
Masters Creation
City Master
Designation Master
The Software
• Customer
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Issue - To handle all Inbound / Outbound calls
Alternate Address - Captures the alternate / home address
E-Mail Address - Can capture three Email addresses
Merge - To Merge Duplicates
Classification – Role definition
Source – Define source of data
Campaign – To identify all contacts with customer
Profile – Defined Question and answers
Customer Details
Merging Customer
Alternate Address
Campaign Management
Campaign Management
• The Campaign Process for an Event
– Tagging the data for direct mailing
– Tagging the returns
– Tagging the Confirmations
– Phone
– Fax
– Email
– Tagging the Attendee
– Analyzing
– Total No. of Confirmations
– Total No. of Attendee
– Total No. of Attendee who have Confirmed through Fax,
Phone,Email
– Total No. of Attendee V/S Total No. of confirmations etc.
Campaign Management
600
509
530
Confirmation V/S Attendee
500
114
188
150
36
100
119
80
200
210
300
160
Count
400
0
Courier
Phone
Onlie
Registeration
Email
Fax
Source
Email
Source
Classification
E-Mail Search
Record Generation
Outbound Activity
Record Generated
For Outbound Calling
Outbound Activity Process
•
Call Not Picked Up
–
Reason
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–
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Blank
Cont. Busy
No Response
Busy
Wrong Number
If three times same status automatically assigned to
Database team with status as resting
Database team updates the phone number and assign
it back to Tele caller with status as open
Will appear in follow up cases of Tele caller
Outbound Activity Process
• Call Picked Up
– Proceed with details
– Default – Outbound Activity
– Status to be updated by Tele caller
– Open
– Resting
– Close
– To follow up the customer Tele caller has to put in the
follow up date
– Reason of outbound call (Issue type & Subtype)
– Assign it to other user (if not able to resolve)
– View the follow up report and action
Outbound / Inbound
Menu
Outbound Calling Screen –
Call is not picked up
Outbound Calling Screen –
Call is picked up
Outbound Calling Screen –
Follow up Cases
Inbound Calling Screen
Call’s Summary
Call Status
Parent Child Relationship
Profile Creation
Event Master Screen
All Events Details
Profile Question & Answers
The Software
• Company
– URL
• Captures the URL
– Merge
• Merging the Duplicates
– Classification
• Industry segment
– Parenting Level
• Capturing the Level of organization (Parent / Child)
Company Details
Company Classification
Importing
CRM Software - Features
• Database Management
– Customer
•
•
•
•
Profiling
Merging
Importing
Data verification / validation
– Company
• Parenting
• Profiling
• Masters
CRM Software Module’s
• E-CRM
– Bulk e-Mailing
– Tracking e-Mails
– Routing e-Mails
• Direct Marketing
– Mailing activity
– Outbound / Inbound Calling
– Event Tracking
• Reports
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–
–
Profiling
Issue’s
Campaign / Source
Multiple Criteria reports
CRM Software Implementations
• Call Centre
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Demo Fixing
Selling Product
Updations
Tele Calling Agent Summaries
• Database
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Classification
Sourcing
Merging
De-Duping
• Event Management
CRM Software Implementations
• Loyalty Programs
– Off line loyalty programs
– Backend data management
• Customer Evolve Goals
– Customer pleasing services
Software with a Difference
• Single Address for all Companies linked with Customers
• All Contacts (including Merged) made with a Customer
would be visible as History to the Tele callers at any given
point in time
• Importing / Exporting data from any source to any source
• Log to capture all transactions
• Availability of Locality masters along with city, pin, std code & state
• Identification of company abbreviations with full name to
avoid duplication
– “BBC” – “British Broadcasting Corp”
Relationship Front-End
Relationship Programs
Relationship Program - Online
Customer Check’s Online
Data Gets uploaded on Web
Integrating Sound Based Duplication
• Removing all (-,;,#) from text
• Checking for the sound spelled
– Example “Sanjiv” – “Sanjeev”
• Marking it as Duplicate
Difficulties
• Importing of data due to non standard
structures
– Example - Software captures data with
Address1, Address2, Address3 and user is
having address in one field.
Duplicate Checking
Directory for Replacement
Mass E-Mailing
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•
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Bulk Emailing facility
Customize Email
Send it with attachments
Customize sender name
Email software not required (ie Outlook
Express, Lotus Notes, Netscape etc.)
• Log file for Non-Deliveries
• Summary
Mass E-Mailing
Bounced Emails Tracking
Bulk Faxing
Web Site Plans
• Web browser loyalty program
• Demo Module of CRM software to be made
available on Web Site
– 30 days trial version
• Demo of Client case studies
Vision
• On Line help – with database department
• Automated tool for CRM & e-CRM
• Single software for all services provided by
Evolve Brands
• Linking the EPABX (Electronic Private Automatic
Branch Exchange) system with CRM package