ECRM Solution
Suite
TECNOSOFT provides a completely integrated
ECRM Suite, incorporating both traditional
and electronic touch points. ECRM Suite delivers
powerful, yet easy-to-use solutions for service, marketing and sales,
and empowers companies to provide a superior customer experience.
Combining innovative design, swift deployment, and extreme ease
of use, ECRM Suite enables businesses to conduct fast, accurate,
and personalized interactions with customers, partners, employees,
and other stakeholders while realizing a rapid return on investment
(ROI).
The ESERVICE Module of the ECRM Suite allows people to choose the Web as the preferred method of
interacting with businesses - providing the right customer service
strategy supported by the best e-service solutions and practices
can pay huge dividends. The ESERVICE solution
features:
- Integrated communication between any touch points and maintenance
of all customer interactions in a universal history.
- Intelligent and efficient interaction routing from any touch
point with user-designed rules.
- Fast, consistent, and effective response composition using a
rich set of productivity tools that include response templates,
AutoCategorization, and AutoText.
The EMARKETING module of the ECRM Suite provides the power, ease, and economics to create, execute,
and manage effective marketing campaigns. The graphical workflow
tool interface helps users design and execute both electronic and
traditional marketing campaigns from initial planning and preparation
to complete analysis of the results. Marketing staff can easily
create and manage mailing lists, automate key actions in the campaigns,
and see exactly where and to whom mailers are sent. Powerful analytic
capabilities allows marketers to quickly perform analysis or run
reports using narrow or broad sets of data with a large variety
of user-defined parameters.
The ECRM Suite ESALES
module is a complete sales force automation (SFA) solution that
enables global organizations to track and manage a wide variety
of opportunities with ease and efficiency. Sales personnel can leverage
rich contact data to zero in on the specific needs of prospects,
build relation-ships, and close sales. ESALES also offers powerful
order notification and management capabilities that can be used
alone or integrated with transaction systems for electronic sales
in new business environments. TECNOSOFT's
ESALES solution provides the power to increase
sales, the ease to extend functionality, and the economical advantage
of rapid ROI.
The TECNOSOFT ECRM Suite is easy to deploy, use and integrate. Initial implementation
can be accomplished in as little as five days, and use-based evolution
features allow users to make changes in seconds. Usability is designed
into each of the powerful application modules - the look and feel
is familiar to Microsoft office application users. The Tecnosoft
ECRM Suite is also easy to integrate and
extend - the architecture and APIs are open, with support for XML-based
integration.
Each module of the TECNOSOFT ECRM Suite is available individually, or as a complete solution. The
modules are offered as licensed software, as a hosted solution,
and as a fully outsourced service.
Key benefits of TECNOSOFT ECRM Suite include providing businesses with the ability to:
- Offer multiple, integrated interaction channels to customers.
- Capture quality information about customers that helps create
a complete picture of each.
- Ensure that every customer gets an accurate, timely and a personal
response, regardless of their chosen mode of interaction (e-mail,
chat, VoIP, and so forth.)
- Manage the entire cycle of a customer communication; from the
moment it enters the system until it is satisfactorily resolved.
- Use customer information stored in the distributed databases
to proactively conduct outbound direct marketing campaigns.
- Design, execute, and track marketing campaigns quickly using
the graphic planning tool.
- Create campaign components easily, including highly personalized
mailers, dynamic mailing lists, and automated schedules.
- Assess economic benefits by assigning costs to each step of
a campaign and automatically discontinue campaigns that fail to
achieve minimum ROI standards.
- Take advantage of easy offline access to full customer information
through integration with Microsoft Outlook, eliminating the need
for field staff to learn a new user interface.
- Save time and effort with automatic synchronization of the Microsoft®
Outlook client and the TECNOSOFT database.
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