Software Description

CRM.COM Software Core

Contact Management

Create contacts & customers, define their relationship and preferences and track all their communications

Customer Financials & Accounts

Create and maintain customer accounts and track all financials (invoices, payments and refunds)

Contact Finder

360° information on all your prospects at the touch of a button

Lead Management

Easily create and track leads, classify them and enjoy sophisticated funnel management

Assignment & Resource Management

Assign work to users, user roles or teams, taking into account current workload

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

Reporting and dashboards

Enjoy multiple built in Jasper reports and graphical dashboards and easily create your own.

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

Subscriptions and Billing

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

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

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

Subscription Control

Segmenting subscribers based on dynamic criteria and performing mass renewals, disconnects and reconnects

Rating

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

Sales & Marketing

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

Sales Force Automation

Automate, manage and control the complete sales process and your sales force

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

Sales Analysis

Analyse and compare sales performance with online views and reports

Prepaid card module (scratch cards)

Accounts and cards

Card management

Card enabling

Utilities

Warehouse & Purchasing

Warehouse

Purchasing

Campaign Management

Segmentation/ Contact lists

Build segmentation and contact lists based on multiple criteria. Ability for static or dynamic segmentation

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

Reward Management

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

After Sales Service

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

Service Requests

Record, track and solve requests for service (service tickets)

Jobs

Handle installation jobs and repairs, including RMA's and spare parts

Install Base

Define and track your customers install base. Track serial numbers, locations and users

Service Analysis

Analyze and compare service performance

Collaboration / Partner Management

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

Connection/Integration

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

MS-Outlook

Use MS Outlook to work off-line with the ability to carry out numerous CRM.COM Software processes

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.

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.

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