Cross-Selling

Many organizations leverage the interactions that take place while servicing inquiries to inform customers about new product and service offerings. OpenText solutions for Customer Services enable you to deliver the product information to the services representative in a timely manner within the context of the customer interaction.

Business Goals

  • Increase revenue from existing customers
  • Provide up-to-date information on customer configuration to service personnel
  • Suggest additional offerings to service personal when engaged in customer interactions

OpenText solutions for Cross-Selling deliver this functionality with the following components:

Software:
OpenText Contract Management, Livelink ECM - Eloquent Media Server

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.

Activities

Cross-Selling involves Contract Management and Sales Readiness.

Contract Management

Do your services representatives always know where your contracts are stored? Are they aware of all the rights and obligations customers have when they contact your company for post-sales support?

OpenText solutions for Customer Services support contract processes throughout a contract's entire lifecycle—from creation through fulfillment and modification to termination. Features include:

  • Central standard repository allows rapid access to contracts
  • Integration in Enterprise Report Planning (ERP) and desktop landscape
  • Adherence to compliance and corporate governance guidelines
  • Access rights control
  • Contract templates

Solution Adaptations:  OpenText Contract Management, OpenText Contract Management (SAP® Certified Integration with SAP Applications)

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Sales Readiness

OpenText solutions for Customer Services support cross-selling by ensuring the services staff are up-to-date with marketing campaigns. Features include:

  • Extend your product launch activities to customer service representatives
  • Tailor messages to encourage cross-selling
  • Closed-loop feedback ensures that all representatives have successfully completed the required material
  • Provide cross-selling information directly alongside product information so that customers and partners can access it directly
  • Solution Adaptations: Livelink ECM - Eloquent Media Server

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