Tally.CRM -PSS 5.4. Release 1.0 Release Notes
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1 Tally.CRM -PSS 5.4 Release 1.0 Release Notes 11 December, 2010
2 The information contained in this document is current as of the date of publication and subject to change. Because Tally must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Tally, and Tally cannot guarantee the accuracy of any information presented after the date of publication. The information provided herein is general, not according to individual circumstances, and is not intended to substitute for informed professional advice. This document is for informational purposes only. TALLY MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT AND SHALL NOT BE LIABLE FOR LOSS OR DAMAGE OF WHATEVER NATURE, ARISING OUT OF, OR IN CONNECTION WITH THE USE OF OR INABILITY TO USE THE CONTENT OF THIS PUBLICATION, AND/OR ANY CONDUCT UNDERTAKEN BY PLACING RELIANCE ON THE CONTENTS OF THIS PUBLICATION. Complying with all applicable copyright and other intellectual property laws is the responsibility of the user. All rights including copyrights, rights of translation, etc., are vested exclusively with TALLY SOLUTIONS PRIVATE LIMITED. No part of this document may be reproduced, translated, revised, stored in, or introduced into a retrieval system, or transmitted in any form, by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Tally Solutions Pvt. Ltd. Tally may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written licence agreement from Tally, the furnishing of this document does not give you any licence to these patents, trademarks, copyrights, or other intellectual property Tally Solutions Pvt. Ltd. All rights reserved. Tally, Tally 9, Tally9, Tally.ERP, Tally.ERP 9, Shoper, Shoper 9, Shoper POS, Shoper HO, Shoper 9 POS, Shoper 9 HO, TallyDeveloper, Tally Developer, Tally.Developer 9, Tally.NET, Tally Development Environment, Tally Extender, Tally Integrator, Tally Integrated Network, Tally Service Partner, TallyAcademy & Power of Simplicity are either registered trademarks or trademarks of Tally Solutions Pvt. Ltd. in India and/or other countries. All other trademarks are properties of their respective owners. Version: Release Notes for Tally.CRM -PSS 5.4 Release 1.0/December 2010
3 Contents Tally.CRM - PSS 5.4 Release Introduction to Tally.CRM Highlights of Tally.CRM... 1 Pre-sales Management...1 Support and Services Management...2 Solution Management...2 Account Management...2 Relationship Management...2 Knowledge Base Access...3 SMS integration for alerts and actions...3 Integration Capabilities to third party application for call routing...3 CRM Dashboard...3 e-learning & self-assessment Other enhancements... 4 Support system enhancements...4 General interface enhancements...4 Tally Solutions Pvt. Ltd. i
4 Tally.CRM - PSS 5.4 Release Introduction to Tally.CRM The Tally.CRM is a unified solution that enables an organisation to implement the business strategy and maintain interactions with customers, clients and sales prospects. It covers the business needs from pre-sales to post-sales with a unique blend of bringing the customer and partner together on a common platform to ensure high customer satisfaction right from acquisition to retention. It provides vast coverage on the business areas of pre-sales management, support and services management for customers, solution management, marketing & communication management, account management, relationship management, knowledge base, self-learning and assessment on product knowledge and much more. The new system facilitates the partners to leverage on the resource utilization across the partner ecosystem (MTP, AMTP, TP, TSP, TI, TE) to promptly address the customer needs for sales, support and solutions on Tally. 2. Highlights of Tally.CRM Tally.CRM comes with the following new features: Pre-sales Management Support and Services Management Solution Management Account Management Relationship Management Knowledge Base Access SMS Integration for alert and action Integration Capabilities to third party application for call routing Pre-sales Management Tally.CRM provides complete pre-sales support which will allow the users to create the Sales and Service lead and distribute the same to the required stake holders for faster follow-ups and closure. The new Lead Management System allows the users to create, delegate/transfer, followup and close the Sales Leads in a systematic manner. This makes the Lead management more effective. An integrated calendar with lead management helps to track the appointments and allows efficient follow-ups. The leads can be transferred by TSLPL to required partners or from one partner to another and the status these leads can be tracked online. Tally.CRM is integrated with SMS capability that allows the users to accept new leads and close the leads over SMS while you are in field. Tally Solutions Pvt. Ltd. 1
5 Support and Services Management The existing Support Centre feature which helps in tracking the support related issues via different mediums will be integrated with Tally.CRM to provide the comprehensive product support system from Tally.CRM. The existing Service Lead Management system will be provided to create, delegate/transfer, followup and close the service leads similar to Pre-sales leads. Solution Management The new Solution Management Module in Tally.CRM will help the Tally Integrators (TI's) to roll out large scale implementations across multiple locations which involves customisation, deployment, trainings and support. TI's can leverage on the Tally's Service Partners (TSP's) network spread across all geographies to deploy the completed solutions at the customer locations spread across multiple cities. This will help the TI's to increase their reach and reduce the cost of Implementation. The new Solution Management system will also focus on creating a detailed rollout project plan and track it efficiently. The planning will include activity planning, the costing of activities and execution calendar plan along with the resource identification and allocation across the service network. This feature will be made available in the next release of Tally.CRM. Account Management Tally.CRM provides the complete Account Management solution to manage the partners, customers or Prospects details. It is further divided into the following: Profile search: search for a customer's profile for detailed information using various parameters such as Serial Number, Account ID, ID etc. Customer Account and Site management: Track customer's subscription, AMC, upgrades. It also helps the partners to connect to customers, identify their requirements and fulfil them. This option also allows you to manage and hold onto key accounts and follow-up on a regular basis in order to understand the pain points and support them. Prospect Account Management: Allows the users to revisit the older prospects regularly and convert them into business opportunities. Relationship Management The Relationship management feature allows you to associate with your partners or customers and work closely with them to understand their needs and solve their problems. This will result in improved business and high customer satisfaction. This feature will be made available in the next release of Tally.CRM. Tally Solutions Pvt. Ltd. 2
6 Knowledge Base Access The existing Knowledge Base which contains the FAQ s, Troubleshooting articles, various workaround solutions and case studies will be made available from Tally.CRM itself. This will help the partners to resolve the most common customer s issues without reaching the Partner Support Desk. SMS integration for alerts and actions Tally.CRM has been integrated with your Mobile phones via SMS (both Push and Pull capabilities) which will help to receive the business alerts and close them while you are on the move. Tally.CRM allows the users to subscribe to the required Notifications on the specified Mobile numbers. For example, you can start receiving alerts of service leads offered to you by another partner or TSPL. Tally.CRM also allows the users to perform the actions via SMS. For example, you can close a lead while you are in field using your mobile through SMS. Integration Capabilities to third party application for call routing Tally.CRM comes with in-built integration capabilities with well-known third party applications such as Avaya, HiPath etc. which helps in seamless integration with the Voice/VOIP applications. This capability can be easily extended to your existing support application if any. Note: The third party applications are used to manage the support calls tracking, audio recording of calls, reviewing etc. CRM Dashboard CRM dashboard provides a summary of vital performance parameters that helps to analyse different trends of the business. It summarises various activities/tasks that needs to be completed, various work areas that needs to be focused upon etc. Dashboard is divided into two sections - My Dashboard and Account Dashboard which gives the following detailed information for an individual and for overall account: It allows tracking the account performance across the pre-sales, support and solution. The performance can be tracked for your account and yourself. It displays various performance parameters for your support activities like Quality, SLA, FTR etc. It provides visibility into your sales lead conversion rates It provides visibility the sales leads which are in pipeline Provides information on the support quality trend and many other trends Provides the visibility into your pending actionable items Provides calendar view for easy tracking of the appointments for the day or future appointments along with the other scheduled tasks It provides visibility to certain specific data points that will enable you to generate more sales like Tally.NET expired customer count, customer who are not yet on Tally.Net etc. Tally Solutions Pvt. Ltd. 3
7 It comes with an Announcement Panel to provide the visibility on new announcements/ programs from TSPL which keeps running continuously near the lower section of the dashboard. e-learning & self-assessment e-learning engine has been integrated with the new Tally.CRM which provides the self-learning capabilities for everyone. Helps you to learn the product in more structured manner and assess yourself. It provides product area wise score card that enables the user to continuously improve on the product knowledge. This capability will be extended to check the product knowledge of partner resources from time to time based on the requirement from TSPL. These assessments will help to improve the product knowledge among partners and their staff. 3. Other enhancements Support system enhancements The existing Support Centre page has been modified to provide a fixed folder view that loads much faster and helps to operate better and faster. Single Call handling interface has been provided for you to identify the caller and record multiple support issues or sales/service requests for the caller. This will help in improving the product support and build better relationship with the customers. The support system is now integrated with the lead management system which will help to track the Sales/Service lead generations from customers who are interacting with your staff. General interface enhancements Right Clicking action has been supported to provide enhanced navigation capability. The user can now right click from the Support Centre screen and use the required filter to view the required information. Group by view option has been provided in the Support Centre listing screen to enhance the filtering capabilities. The support tickets can now be filtered as per the required criteria. System Requirements Internet Explorer version 6.0 or higher is required to effectively use the new Tally.CRM tool. Tally Solutions Pvt. Ltd. 4
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