Customer Services

Customer Services

Cross-Selling

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

Many organizations leverage the interactions that take place while servicing inquiries to inform customers about new product and service offerings. Open Text 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.

  • Customer folder provides access to data and documents across an entire transaction and can also include information about related offers

  • Knowledge Center and Community of Practice provides collaborative channel for disseminating product information

  • eLearning solutions enable you to deliver just-in-time, rich-media, training to services representatives to launch new products and campaigns

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

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?


    Open Text 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


  • Sales Readiness

    Open Text 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

Key Performance Indicators

  • Follow on sales to customers increased

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