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Increase the efficiency of all your CRM processes with CRM.COM software extensive coverage of ALL sales, service, marketing and operations functions.
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Software Description
CRM.COM Software is a fully web based CRM software solution designed to automate the complete spectrum of customer-related business processes, such as sales opportunity and order tracking, offer and promotion management, or help-desk and call-centre operation.
The software is unique in its ability to support processes that are carried out either in-house or in partnership with your partners, resellers and associates.
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| Module / Feature | Description |
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Contact Management |
Create contacts & customers, define their relationship and preferences and track all their communications |
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Customer Financials & Accounts |
Create and maintain customer accounts and track all financials (invoices, payments and refunds) |
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Contact Finder |
360° information on all your prospects at the touch of a button |
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Lead Management |
Easily create and track leads, classify them and enjoy sophisticated funnel management |
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Assignment & Resource Management |
Assign work to users, user roles or teams, taking into account current workload |
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Work Flow & Approvals |
Increase operational efficiency with CRM.COM Software workflow engine. Allows full process automation of all your sales, service and operation functions. Support for activity based costing and escalation management |
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Reporting and dashboards |
Enjoy multiple built in Jasper reports and graphical dashboards and easily create your own. |
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Access & Security |
Model your organizational structure and define user security rights. Security model based on enterprise class software with field level security and allowed services by user role and by user |
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Subscriptions and Billing |
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Product / Services /Package Management |
Define and manage your products and services, however complex, including multiple pricelists in multiple currencies with discount rules. Easily define business rules for each product and service, such as binding period, downgrade path, free period, etc |
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Subscriptions and Contracts(SLAs) |
Easily setup subscription templates that define usage and billing characteristics of the subscription. Support for pre paid and post paid subscriptions and on line calculation and adjustment of pro-rata amounts. Support for event based billing (PPV, triple play) via a flexible UDR (Usage data record) mechanism |
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Billing |
Graphical setup of billing run to generate invoices based on the billing rules defined for each package. Schedule and run billings and easily add billing “steps”, such as generating an additional file, sending an email or updating a 3rd party system |
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Subscription Control |
Segmenting subscribers based on dynamic criteria and performing mass renewals, disconnects and reconnects |
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Rating |
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Triple Play Rating mechanism |
The rating mechanism allows the operator to define complex rating pricings for its triple play service mix, such as VOD, IP telephony, ISP VPN, etc. Rating pricing can be any UoM and allows for extensive pricing definitions based on volume tiers and thresholds, service combinations and promotional offers. Rating adaptors for new and emerging services are added as required |
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Sales & Marketing Planning |
Carry out bottom-up market budgeting, set targets, plan your sales strategy and define how you want your sales operations to be carried out |
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Sales Force Automation |
Automate, manage and control the complete sales process and your sales force |
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Quotation and Order processing |
Build your quotations and convert them to orders. Extremely versatile and powerful functionality including versioning, pricing types and sales agreements. Print or send by email |
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Sales Analysis |
Analyse and compare sales performance with online views and reports |
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Prepaid card module (scratch cards) |
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Accounts and cards |
A card is associated with an account and a subscriber Card functionality allows for the storing of the 16 digit secret code (encrypted), the bar code and the lot number |
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Card management |
Enabling cards by lot number. Ability to permanently disable cards by number(s) or lot number |
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Card enabling |
A special call centre function is provided that allows the agent to quickly validate the 16 digit secret code and link it to the STB and smart card |
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Utilities |
Import mechanism of a file of cards. Controls to ensure that no card is assigned twice to a subscriber |
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Warehouse & Purchasing |
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Warehouse |
Multiple warehouses with full FIFO costing and pick list processing |
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Purchasing |
Full purchase order processing, including replenishment automation, request to suppliers, purchase orders and goods received |
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Segmentation/ Contact lists |
Build segmentation and contact lists based on multiple criteria. Ability for static or dynamic segmentation |
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Campaigns |
Design, run and control multi-channel (phone, email, SMS and letters) campaigns, either batch or interactive, inbound or outbound. Full support for complex call centre campaigns |
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Offer and reward management |
Measure and reward customer, employee and partners performance (and loyalty) through flexible offers and rules. Define offer rules and awards, including discounts, rebates, gifts, deferred cash back and instant cash bonuses |
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Service Planning |
Plan your service strategy, set up workflow and queue rules and decide how you want service requests and jobs to be carried out |
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Service Requests |
Record, track and solve requests for service (service tickets) |
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Jobs |
Handle installation jobs and repairs, including RMA's and spare parts |
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Install Base |
Define and track your customers install base. Track serial numbers, locations and users |
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Service Analysis |
Analyze and compare service performance |
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Collaboration / Partner Management |
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Business Network Management |
Wide support for partner types, from your own departments and staff to your dealers or external sales reps. Ability to define what type of relationship you want with your partners, such as what customers to serve and what packages to sell |
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Connection/Integration |
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Access Channels |
Use any of CRM.COM Software's two fully web-based access channels: The agent desktop provides a fully functional web environment and the Call Center desktop provides a dashboard linked with CTI for the busy call centre agent |
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MS-Outlook |
Use MS Outlook to work off-line with the ability to carry out numerous CRM.COM Software processes |
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Transaction Server (Provisioning) |
Real time gateway that provides provisioning for Triple Play protocols and interfaces, such as the NDS T20. Multiple provisioning adapters are offered and new ones are created as and when required. Pull and pull modes as well as batch and real time are supported. |
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Mediation |
Flexible and highly configurable mechanism to convert event based transactions (such as VOD or telephony events) into UDRs (Usage data records) that are subsequently converted and rated into financial transactions. |
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Integration adapters |
Ready made integration adapters with many systems, including NDS, SAP R/3, Sage, asterisk VoiP switch, CISCO UCM and UCCM, payment kiosks, bank payment systems, etc |
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