CRM.COM software core

Fast, informed & accurate handling of all your customers

Monitor customer profiles and relationships
CRM.COM Software Core, ensures that all of your customer-facing channels, as well as selected partners, have a consistent and unified customer view. This highlights the value of individual customers, and allows you to handle them in a personalised manner.

Make the most of your sales leads
CRM.COM Software Core allows you to closely monitor your funnel of sales leads, ensuring that no opportunity is misplaced or lost.

Maximise efficiency
CRM.COM Software Core increases your productivity and helps you reduce costs through automated planning, execution and monitoring of all customer-related work.

Functionality Overview

Contact & Customer Management - Maintain complete profiles for individuals and companies, determine the uniqueness of customers, and customise the management based on the customer category.  » Learn more Customer Intelligence - Maintain a complete picture of each customer relationship through a single all-inclusive dashboard. » Learn more Opportunity Management - Record and track your sales prospects, prioritise your sales effort, and eliminate resources spent working on 'no-chance' opportunities. Monitor the value of your sales funnel at all times. » Learn more Product Management - Track detailed information on products and product characteristics, pricelists, discounts and loyalty features. » Learn more Knowledge Base - Store, classify, relate and retrieve all types of articles, files and URLs. » Learn more Workflow Management - Automate execution and management of work for your customers. Outsource work to your business partners. » Learn more Reporting - Monitor the progress of customer-related work through hundreds of in-built reports on customers, opportunities, products, services and workflow. Benefit from easy-to-use tools for creating your own reports in table or graphical form. Define page format for printing out reports according to your preferences. Rules - Offer personalised treatment to selected customers and customer segments, by defining flexible business rules that apply when interacting with these customers. » Learn more Security - Ensure maximum security, by determining the degree of access of users to CRM.COM Software functions and processes. Assign different access rights to different users and user groups. Provide selected business partners with access rights to joint customers, products and services. Database cleaning - Maintain an accurate and up-to-date database, using a deduplication tool that allows you to easily track and merge or remove duplicate records. Define online and batch criteria to avoid duplication.

Contact & Customer Management
Maintain a complete database for your contacts and customers:

Content Information - Import global contact information, such as lists of individuals or companies from the yellow or white pages, and share it with your network of business partners. Identification Information - Define detailed information about individuals and companies (including post code & address validation, and option for address auto-fill based on postcode). Customer Accounts & Financials - Manage all types of customer accounts, checks and cards. Track financial transactions via direct input or import from third-party systems. Link transactions to products, cards, accounts, support agreements, products and services. Maintain information on loyalty points and implement your point redemption policy. Contact Relations - Define business and personal relations between contacts, as well as company-employee relationships. Easily create multi-level company trees. Contact Demographics - Define demographic characteristics for contacts. Track employee qualifications and competencies. Contact & Customer Preferences - Track a variety of contact and customer preferences, such as payment preferences, product preferences and logistics preferences (e.g. payment and delivery method). 'Bad' Customers - Identify and manage 'bad' or 'black-listed' customers. Define identification criteria and implement management strategies, or strategies for converting them to 'good' customers. Contact & Customer Categories - Assign each company or person to one or more categories, and track classification history for your contacts and customers. Internal Units & Partners - Define which internal units and/or partners will handle which customer groups. Contact & Customer Data Synchronisation - maintain and update shared contact and customer records with your business partners. Advanced Search - Search contacts and customers using a variety of criteria (including address info, loyalty card number, phonetic search, etc.). VAT Check - Incorporate the check digit algorithm for VAT number linked to country parameters. Contact Authorisations - Promote and facilitate your company's compliance with the Data Protection Act. Maintain information about whether or not contacts wish to be contacted during marketing campaigns, or whether they wish their details to be passed on to other collaborating partners.

Customer Intelligence
A configurable dashboard offering you a full 360^o view of all customer data, as well as the ability to quickly update key details:

Customer Profile: view and update your customer's contact details. View a complete Customer History for each of your customers Monitor sales opportunities, customer communications, service requests, projects, repairs and their related activities. View detailed information about customer purchases: frequency, quantity and profitability. Maintain complete records about installed products at customer locations (including company trees with products installed in multiple locations). Create and maintain support contracts and customer Service Level Agreements. Monitor all transactions performed for your customers by your business partners. Configure customer data and tables so as to match your company's individual needs

Opportunity Management
Quickly record and process sales leads received from any source:

Create and manage your company's funnel of prospects. Automate follow-up and management of opportunities. Track and complete sales arising from prospects. Manage sales leads being processed by internal and external users. Forward sales leads to appropriate internal and external agents. Structure and implement opportunity-related workflows. Monitor the progress of leads throughout your sales cycle. Monitor sales progress against pre-defined deadlines. Assign ownership of sales leads for processing. Group opportunities for internal management and reporting. View all Customer Service Representatives (CSRs) or Teams of CSRs online. Manage opportunities for products made available by your business partners. Opportunity Analysis: easily extract reports on all opportunities processed by your sales department, individual sales representatives and teams Mobile Opportunity Management - Easily implement Mobile Opportunity Management via bi-directional synchronisation with MS Outlook. Your sales representatives can log contacts, tasks, appointments and e-mails in MS Outlook, transfer them to CRM.COM Software, and vice versa.

Product Management
Optimise management of your product portfolio through access to complete product data:

Product Information - View and update detailed product information, such as product identification, characteristics, product values, back office codes, product status, order status, product benefits, special offers, notes, product availability and stock level, product classes. Product Photos - Maintain multiple images of products. Discount Models - Define and maintain discount models: multiple discounts can be associated with any product. Discounts can be absolute or relative (percentage). Product Gifts - Associate various 'product gifts' with any product based on the quantity bought. Price Lists - Associate multiple price lists with any product. View net and gross prices, tax category and currency. Automatically record price list history. Associate pricelists with customers and partners. Warranties - Associate multiple warranties with products. Each warranty features a variety of details, such as descriptive and identification information, period coverage, and associated service linkage. Loyalty Features - Associate multiple loyalty points with a product, based on the quantity bought. This functionality is interfaced with CRM.COM Software's loyalty system. Bar Codes - Associate multiple bar codes with any product. Suppliers - Associate multiple suppliers with a product, each with own cost price. Services - Associate multiple services with any product. Product Alternatives, Accessories and Spare Parts - Associate alternative products, accessories and spare parts with any product. Product Sets - Define product sets to be sold as a new product. Superseded Products - Maintain historical records of products replaced by products of the current portfolio. User Defined Data - Define your own product data to suit your individual needs, for instance, tree structured product categories. Internal Units - Assign products and pricelists to different internal units or internal unit groups.

Knowledge Base
Organize and manage your company's knowledge resources:

Maintain any type of file (company brochures, technical manuals, spreadsheets, presentations, web pages, image and sound files, etc). Use multiple search methods to locate and retrieve Knowledge Base (KB) articles, such as keywords, article classification, or related query. Retrieve most commonly used KB articles first. Display appropriate KB articles based on the user's skill and competence level. Maintain Frequently Asked Questions (FAQs) and match them with corresponding answers. Create 'Problems' related to specific products and services and corresponding 'Troubleshooting' or 'Solutions'. Maintain tree structures and multiple classifications for KB Articles and Files Link (categories of) KB articles and files to specific services, service requests, opportunities, projects and jobs. Make available parts of your Knowledge Base to selected business partners. Benefit from intelligent KB article categorisation based on linguistic analysis of existing information. Provide each of your internal units with access to a subset of the Knowledge Base that is relevant to its customers and business. Enable your consumers to quickly search in subsets of the Knowledge Base through a simplified interface made available via the Internet Self Service channel (e.g. Frequently Asked Questions).

Workflow Management
Automate workflow and track the progress and outcomes of work at all times:

Interactions - Record all types of communication with your contacts and customers. Associate related interactions. Group together customer information concerning sales opportunities, service requests, projects and jobs. Automatically generate telephone interactions though integration with a CTI system. Activities - Activities capture the individual tasks needed to complete any service for your customers, and provide a structured work management for all customer-facing personnel. Benefit from a flexible system for scheduling and managing deadlines, resources and teams responsible for the delivery of work, billing types and rates. Link related activities using dependencies and time lags. Attach related files, articles and product items to activities. Be proactive against potential problems, missed deadlines, etc. by defining escalations for activities to higher-level users or user groups. Outsource work to business partners, and monitor its progress. Approvals - Define dependencies between activities based on obtaining relevant approvals by management. Activity-based costing - Monitor your efficiency by collecting billing information, calculating and tracking the cost of work delivery at all stages. My Work - Review all of your pending tasks as well as those of your subordinates in a user-friendly calender view.

Rules
Set up easy-to-define business rules that modify the behaviour of the system with respect to specific customers and customer segments. Rules allow you to:

Change the characteristics of products, services and activities, such as prices and service due times. Change the flow of business processes, such as the handling of opportunities, customer service requests, activities, service level agreements, interactions, etc. to suit the needs of particular customers or groups. Review and maintain existing rules. Define effective and expiration dates for rules.