BUSINESS PROCESSES

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Customer Relationship Management

Managing relationships with your customers as described can be achieved through the Customer Relationship Management (CRM) solutions.

CRM solutions represent technological support to operations aimed at developing long term relationships with customers; allowing you to collect customer data in one place and continually update it.

Imagine this example: a customer calls your customer service line.

Customer service operator sees information about the customer on the screen – name, address, list of previous calls, a list of services the customer is subscribed to.

Monthly reports show that many customers had similar inquiries regarding additional options, and marketing sees this as an opportunity for an service improvement and launches a new campaign.

The sales representatives contact the customers and offer them a new and improved product or service.

Sales planning is transparent and easy

It is possible to track the cost of sales – how much time we spend on each customer, or solutions and services, and what is our related benefit. All the information is saved including phone calls, meetings and e-mails, and CRM will remind sales representatives regarding all upcoming activities.

Marketing campaigns are automated

All customer data is in one place – data can be imported from a various systems, without duplication. This way, the target customer database can be generated quickly and easily for any marketing campaign.

Customer support is fast and high quality

The customer service operator can prioritise incident in the CRM and assign them for resolution and inform customers about the status of a problem resolution. While monitoring the time spent solving the problem, typical problem samples are created as well as their solutions.

Management and representatives of sales, marketing and customer service.

For whom is the solution? References

– Croatian Automobile Club– KING ICT– eKupi portal

BUSINESS PROCESSES

Business Areas

– Information for decision making

– Segmentation– Target customer promotion – Efficient marketing campaigns

– Case management – Work order management – Field service management

– Accessible data from anywhere via smart mobiledevices

– Automated call centre– Quick resolving of customer inquiries– Increase the percentage of requests resolved during

first call – Knowledge base– Internal templates– Computer and phone integration

– 360° view regarding customer, master datamanagement (MDM)

– Customer data management– Opportunity management – Customer communication management– Project preparation – Creating sales quotas– Territory management – Competition management– Reports

Analytics

Marketing

Services

Mobile CRM

Customer Service / Contact Center

Information Management

Sales

Business Process Management

KING ICT implements CRM solutions based on Microsoft Dynamics technology. Simple integration with other systems – mapping systems, CTI, e-mail, DMS, ERP and BI.

Still need a reason for CRM? Because the top 20% of your customers bring you 80% of your profit (Pareto’s Principle).