Customer Relationship Management
Customer Relationship Management (CRM) systems offer great visibility into an organization's sales pipelines and customer accounts for service, but do not manage and create all the other information that today’s high tech sales and service organizations need. The enormous volume of such information, such as product demo scripts, proposals and quotations, responses to requests for proposals (RFPs), contracts, territory plans, account and sales meetings – is overwhelming.
OpenText solutions for CRM reduce the effort required to create sales documents, speed contract negotiations and legal reviews, and share information with customers, prospects, and channel partners in a timely, effective manner. With Livelink ECM solutions, service centers gain robust search capabilities and easy access to technical information, product documentation and engineering changes.
Business Goals
- Optimize customer interactions by ensuring that company representatives have a 360-degree view of all customer information
- Ensure that customer complaints and returns are processed efficiently
OpenText Customer Relationship Management solutions deliver this functionality with the following components:
Software:
, Document Management, Extensions for SAP Solutions, Extensions for Siebel, Livelink ECM - Customer Information Management, Project Management
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
Customer Relationship Management involves:
Complaints & Returns
Your customer is the final judge of the quality of your product and it is essential that you manage the flow of information so that you can track customer complaints and track the source of quality issues. Sales representatives must be informed of complaints and returns so that they can help resolve the issues that may prevent the customer from purchasing future products and services.
OpenText solutions for Sales integrates content across systems into a single view so that your sales staff can quickly locate the relevant information and retain all correspondence, including emails, that relate to the customer complaint or return incident.
Solution Adaptations: , Document Management, Project Management
Customer Folder
A significant portion of revenue is directly associated with the ongoing satisfaction of your existing customer base. Customer satisfaction demands that organizations remember past interactions and build upon those interactions in the future.
To provide superior customer service, your sales representatives need to be able to access specific information such as invoices, contracts, complaints, and returns quickly and reliably. This information may be spread across disparate systems, preventing sales representatives from being adequately informed when they call on a customer. The lack of integration of customer configurations with marketing systems makes it difficult to implement cross-selling campaigns.
OpenText solutions for Sales provide a comprehensive view on the customer relationship by integrating all customer-related information regardless of origin (leading application, email, legacy systems, billing system) and format (email, paper, fax, Web pages) in one easy-to-use customer folder view, directly from the application they are using.
Solution Adaptations: , Document Management, Extensions for SAP Solutions
