BUSINESS PROCESS Automation For Customer Loyalty PMS CRM CCD CEBP

Transcription

1 BUSINESS PROCESS Automation For Customer Loyalty BI UC PMS CRM CCD CEBP

2 Customer Relationship (CRM) The CRM system can be used to coordinate the work of sales, marketing and service staff and to increase the productivity of each individual user. Explains all the automated functions available, how sales processes can be defined and which after sales services are offered. Why the future is MAX CRM MAX CRM used with soft phone integrates in the same interface. MAX CRM helping agent to handle calls and retrieve customer s data in the same time and same interface MAX CRM filter customers calls by caller ID or customer ID which increase QOS. The MAX CRM provides a complete integration between pre-sales, post-sales, procurement, fulfillment, and other business processes within your organization. MAX CRM provides Lead, Opportunity, Account & Contact, and Reports & Dashboards specifically useful for your organization's sales team. You can also use other sales force automation-related modules, such as Activity (including Calendaring), Product, Inventory, File Attachments, and others.

3 Each Company needs single system, to evaluate, control& Develop the present, and future operations from marketing, to invoicing: MAX Customer Relationship Measure campaign effectiveness and revenue impact. Know which offers and marketing efforts generate results. Measure the effectiveness of each campaign activity by tracking response rates, interest levels and closed business from each originating campaign. Provide value-added service to customers with CRM, businesses can transform everyday service issues into opportunities for enhancing customer relationships. Respond faster to service issues. Find and deliver the right answers to customers in real-time. Leverage the integrated knowledge base for quick-access to procedure manuals, frequently-asked questions and troubleshooting tips

4 CRM For Business CRM For Sales Manager CRM For Marketing Manager CRM For Support Manager CRM For Finance Manager Marketing SALES Support Finance Leads Contacts to single persons Contacts to an organization Campaign Leads Potentials (sorted by different stage, priorities and other ) Quotes Sales and purchase orders Trouble Tickets tracking My Statistics (Agent) Queue Statistics Today Statistics This Week Statistics This Month Statistics Attendance Invoicing& Collection Warehouse control Agents Reports Customer Reports ACCOUNTS DATA MARKETING DATA COMPANY GOALS SUPPORT DATA ACCOUNTING DATA MAX CRM

5 Standard Features: Sales Force Automation Customer Support & Service Marketing Automation Lead Trouble Tickets Online Lead Forms Lead Conversion Mapping Knowledge Base Mailing Lists Account & Contact Customer Self Service Templates Opportunity Online Knowledge Base Mail Merge Templates Quote Generation Support Statistics Mass Inventory Activity Productivity Tools & Add-ons Products Catalog Tasks, Meetings, and Calls Incoming & Outgoing Integration Price Books Recurring Events Outlook Plug-in Vendors List Group/Shared Calendar Office Plug-in Purchase Orders Activity History Thunderbird Extension Sales Orders Notifications Customer Portal Invoices Notes RSS Feeds Reports & Dashboards Product Customization Security Key Metrics Custom Fields User ( different data objects) Customizable Reports Pick Lists Profiles 30 Pre-built Reports Custom List Views Roles Dashboards for Sales Force Automation Drag & Drop Modules Organization-level Sharing Model Report Folders Customized Reporting Organization-level Field Access User Interface Marketing Analysis Performance Single interface for phone and CRM client Multible Surveys User recorded calls display on account Prospect tracking Policies Call type Definition SMS Action Plan Dashboards Arabization& Localization Tailored Sectors Multimedia Communications Governmental applications Real estates Social Networking Public& charity organizations Hospitality SMS Integration Special needs employment Retail Scheduled publishing

6 Marketing Manager A clearer view of customers and more informed marketing investments The CRM supports your marketing efforts with a Campaign module. To work with a campaign, open it by clicking the name at the list view. The master data you just entered, are displayed immediately. You may add individual contacts, leads, potentials or activities to your campaign. Or, you may load existing contact lists or lead lists to your campaign by making the proper selection Sales Manager Get more leads and close more business The CRM system has been designed to support you in all phases of your sales cycles, starting with leads up to closed businesses by integrating all relevant data. Sales processes are defined differently in each enterprise. Yet, there are common principles for the work flow, which the CRM system represents. Use the CRM's capability to automatically generate a subsequent operation from a given sales phase. You can continue to use the entered data. Only if there is no predecessor, you may chose to enter the information to a sales phase directly. Support Manager Provide more value to customers The CRM system offers comfortable possibilities to maintain the valuable customer relationships after a business transaction has been made, by offering support functions. The CRM's capabilities of providing FAQ as well as tickets are extended by the Customer Portal functions. In the CRM terminology, tickets are any kind of customer service requests as they occur after sales. Warehouse Manager

7 Inputs Products Timers Managers Customer Agents Processes Outputs Actions Simplicity Accelerated return on investment (ROI) with fast and easy implementation Minimized training time and costs with extreme ease of use Reduced operating expenditures (OPEX) with low installation, training and maintenance costs Customer focus Intelligent customer service with comprehensive, real-time information that helps your teams sell Enhanced quality of service with consolidated, up-to-the-minute data Improved response times with real-time data collection and display Strategy Increased business visibility with both past and real-time intelligence to enable strategic, customer oriented decisions Sound business decisions with data that is consolidated from multiple business, customer and operational systems Enhanced customer understanding with better access to real-time business indicators that help you anticipate market trends Openness Increased flexibility with an intuitive web interface and widgets that can be easily displayed on any LCD, or computer screen so data can be monitored from virtually anywhere Customized views and program displays to match your business objectives

8 Software Products Unified Communications Call Center IVR Recorde r CRM& Web Phone Group Motivation Corrective Actions Screen Capture IVR Studio, Simulator, and Tracker Text To Speech TTS Automatic Speech Recognition ASR Logger, and Archive Telephone + Fax Flexible Reporting integration Real time Supervision Project Analysis SMS, & Visual Alerts Customized Reporting Telephony, Dbases& Integration Arabization, Market Sector Segmentation CRM Customer History Tracking ( Voice, Activities) Call Type Analysis Network IP PABX Performance Hardware Products Communication Server Reporting Motivation Agent PC Core Network Switch Printer Dynamic Interface Scheduled Reporting Fax. Reporting Interface SMS Campaign Interface GM Group Monitor Display PA Project Analyzer Display KPI Performance Indicators Display Telephone Terminal CRM Interface USB Headsets Telephony& Integration Quality Of Service Power Over Ethernet Distribution Dash Boards Admin Smart IP Sets Phones Wireless Network Data Base Server

9 WHY MAIN TELECOM? Alcatel-Lucent Partner, enables leader technologies, in voice, and switching solutions Experts in the area of voice and data convergence, which minimize integration headache MAX Contact Center software platform, enhances customer loyalty, and business opportunities 20 years experience serving Egyptian, and middle eastern markets Proven successful project management Records, and multiple market sectors case studies Our mission is mining for best SW & HW platforms, best service practices, In Voice, and Data Networks, merge them, inside your business processes, to enhance Return on Investment ROI & Total Cost of Ownership TCO For More Information: Please visit our web site: Tel.: ,