IFS ApplIcAtIonS For customer relationship management

Transcription

1 IFS Applications for Customer Relationship Management

2 OUR SOLUTION S DNA When we first set out to create IFS Applications over 25 years ago, our goal was to make the most usable business software on the market. And to help us achieve that ambition, we put simplicity at the forefront of everything we did. We still do. We decided that we would make only one product, which can be easily configured to match the specific requirements of a broad range of industries. We still do. We decided that we would build IFS Applications on standards so our customers would not be locked into any particular technology. We still do. We decided to design IFS Applications as a component-based structure so it can be easily extended and updated. We still do. We decided that each software component must be totally compatible with every other, yet capable of running independently. We still do. We decided to build a product that could handle change and long-term evolution. We still do. And, that we would make the most user-friendly business software on the market. We still do that, too.

3 customer relationship management 3 get a Transparent Touch-Point to Your Customers When a customer contacts your company, do your employees have access to the key data that answers their questions no matter what department they work in? If not, maybe it s time you started thinking about a customer relationship management (CRM) solution that fuses your enterprise business processes together and creates one transparent touch-point to the customer. Break down the Barriers of Traditional CRM Solutions Traditional CRM solutions separate front- and back-office processes into individual pillars, each with their own view into your customers. Successfully acquiring, retaining, and developing customers, as well as terminating non-profitable customers, requires transparent access to your customer information. Create One Corporate Memory for Customer Information With IFS Customer Relationship Management (IFS CRM), you create one corporate memory with end-to-end visibility to customer information. With it, you fuse back-office processes directly with front-office processes to create one connected, customer-centric organization. Center Your Enterprise on Your Customers By ensuring that your business processes and systems are centered on your customers, everyone in your extended enterprise can anticipate your customers needs. Plus, depending on their role, employees receive the right information they need avoiding information overload. Connect Your Front Office to Back Office Stand-alone CRM vendors will tell you how easy it is to integrate their CRM solutions to other back office software such as financial or manufacturing systems. Why spend valuable resources integrating your CRM solution when IFS Customer Relationship Management is a part of IFS Applications? Retain Customers and Increase Sales In today s environment where it costs ten times more to acquire a new customer that it does to retain one, is your company fused around your customers?

4 4 customer relationship management Fit Your CRM Solution to Your Business Implement an organization- and industry-specific CRM solution cost-efficiently and quickly to meet your company s needs. IFS Customer Relationship Management includes a powerful, yet easy-to-use process manager with predefined industry CRM process templates that help reduce costs and improve return on investment. Best-Practice CRM Process Baselines The IFS CRM Process Manager provides the power to mold a CRM solution to fit the unique CRM processes of your business using predefined industryspecific CRM process baselines. Use these baselines directly out of the box; or for a custom solution, create a one-of-a-kind database that meets your company s individual CRM needs. Take advantage of best-practice solutions within your industry, while at the same time molding your CRM solution to meet your specific needs. Easy-to-Use Graphical Environment Sophisticated enough for professional developers, the IFS CRM Process Manager is easy to learn and use. The graphical environment enables you to quickly and efficiently create a customized solution for your business. Automatic Updating Use the CRM Process Manager to automatically roll out changes to remote users. Once you ve defined and refined the CRM solution for your company, a simple click immediately creates an Oracle script ready to be used. You gain complete control over your database without ever writing a single line of code. Global Solutions Multi-lingual with support for over 23 languages, IFS Customer Relationship Management lets you create a unique CRM solution to differentiate your business from the competition. Configurable user experience with.net Windows Client Users can drag-and-drop elements on the screen, minimizing items they don t need and expanding the ones they want. The interface allows a user to see information from more than one screen or record simultaneously. Fewer clicks are required for each action; less time spent clicking and drilling down within fields means increased user productivity.

5 customer relationship management 5 Selections: Powerful and easy-to-use query engine to retrieve and view any information within your CRM database. Views: View selected information based on query results. Detailed Information: Detailed information for the selected data on the screen. Documents: Attach and check in or check out customer-related documents. Tabs: Display the tables related to each customer from all your data sources. Notes: Add important notes and comments for all users to view. Use the Microsoft.Net Windows Client to view and change everything in your CRM solution. Manage all actions from marketing activities and sales opportunities to service and support activities to planning, and view management reports and scorecards.

6 6 customer relationship management Take Advantage of the Right Opportunities Getting the right customers in the first place depends on effective lead management and taking advantage of the right opportunities at the right time. IFS CRM supports your sales staff with a stepby-step qualification process providing a complete overview of where you are in the sales process. Opportunity Management Support a step-by-step qualification process that guides sales personnel through a structured process that moves leads to prospects and on to customers. Account Management Enhance the status of existing customers by advancing them further up the value chain. By using the comprehensive customer history and comparing completed deals with the customer s needs, offerings can be extended and sales increased. Sales Process Management Provide an overview of the position in a sales process; what deals are in progress and what revenue can be expected essential information for your sales force s daily work and for management s long-term strategic planning. Reporting and Analytics Receive information on pipeline operations, revenue forecasting, forecasts, margin quotations, the value & probable value of new opportunities and much more. Detailed sales reports and scorecards provide you with up-to-date information at your fingertips. Contact and Activity Management Manage customer interactions. Get complete information for communicating with customers (name, role, telephone number, etc.) Complete contact history tracks details such as correspondence and discussions with customers. Product Catalog Guide sales personnel and customers through the selection of products, product characteristics, and accessories. Deliver an accurate customer order to the factory, making it possible to reduce delivery time and increase customer satisfaction. Integration & Synchronization Have all the advantages of an advanced sales automation system, with the added benefit of complete and seamless integration to your backoffice. Synchronize leads, prospects, orders or other work done off-line as soon as you connect to the network. Integrate with and Office Software Integrate appointments, contacts, and tasks using Microsoft Outlook and Lotus Notes. Schedule activities, access other users tasks, and create prioritized task lists. Integrate with Microsoft Word mail-merge function. Create, attach, and track letters, memos, and other documents.

7 customer relationship management 7 Stay Connected Wherever You Are Give your sales staff the power to communicate swiftly and accurately no matter where they are. Stay in touch anywhere in the world using the Internet and IFS state-of-the art on-line when available mobile technology. Use wireless access points and airport hotspots to access and update information on-line via the Internet. Process Support & Workflow Free employees from time-consuming tasks by automating the workflow. Use process and workflow rules to automate tasks that are passed to co-workers. Events A powerful event manager automatically reminds employees of important dates, information or priorities. Powerful Synchronization Synchronize leads, prospects, orders or other work done off-line as soon as you connect to the network. The fast, flexible and reliable synchronization system can support hundreds of remote users and meet the unique needs of your sales network. Mobile Client IFS mobile client gives support staff access to work orders, etc. on the run. It supports laptops, Pocket PCs, and Palm Pilots, as well as WLAN, GSM, GPRS, Bluetooth, and 3G.

8 8 customer relationship management Make Your Customer Support Proactive By using IFS CRM throughout your organization, you can efficiently resolve customer problems through proactive customer support. Quickly answer customer concerns on support, service contracts, warranties, and returns. Manage customer service contracts and accurately specify and control the service level for each of your customers and service activities. Knowledge Database Resolve common support issues through a searchable knowledge database that contains information on the most common issues. Includes fast and easy search capabilities. Enable external access to the knowledge database through FAQ pages on any web site. Product Catalog Complete integration with the back office ensures that customer service staff knows exactly what product the customer has ordered or purchased thereby simplifying and speeding up the support process. Support Center Transform any issue into a support solution. Reassign and comment on an issue until it is resolved and the customer or supplier is satisfied with the support solution. Use the support solution to communicate with the other party if more detailed information is required to respond satisfactorily to the issue. Role-Based Portals You, your customers, and your partners can enter and communicate support issues and solutions. Via the Internet, customers use IFS Portals (B2B) to easily monitor their support issues and the solutions they receive. Traceability & Document Management Provide your service staff with complete follow-up and traceability through the Internet, an intranet, or an extranet. Assign issues for automatic internal followup and attach service documents for quick access. Keep track of products ordered by linking sales and marketing documents, drawings or product catalogs. Contract Management Manage all aspects of the service contracts from service level and preventive maintenance agreements to flexible invoicing and pricing levels. Reporting and Analytics Receive information on customer service levels, profitability of service contracts and compliance with agreed service levels. Detailed reports and scorecards provide you with up-to-date information at your fingertips.

9 customer relationship management 9 Hit the Bull s Eye with the Right Campaigns Growing revenue and generating the right leads that provide long-term customers requires you to efficiently manage your marketing mix and understand which campaigns are working and which ones are not. You get up-to-date information on purchasing habits to strengthen marketing campaigns that enable you to cross-sell and up-sell to current customers and acquire new customers. Campaign Management With full control over the actions, companies, and people you have engaged in your campaigns, you create a platform for developing and improving your future marketing communications. Reporting and Analytics Detailed reports and scorecards provide you with up-to-date information at your fingertips. Track, manage and analyze your direct mail, advertising, tradeshows, Internet and -based campaigns to increase their effectiveness and get more value for your money. Visibility Get complete visibility and control over actions, companies and people who have been contacted, outcome, etc. Marketing Communication Platform Design, implement and evaluate different types of campaigns. Tie sales leads directly to campaigns to track every marketing dollar spent. Powerful embedded reporting capability in the Microsoft.Net Client enables real-time analysis of your opportunity pipeline, project profitability, year-to-date sales, and more to better track and manage business and operational performance.

10 10 customer relationship management Configurable User Experience In today s busy world, using the latest in technology advances can provide your company with many benefits and advantages. IFS Customer Relationship Management offers state-of-the-art mobile and integration solutions designed to provide you with real value and business benefit. Integration with Back Office (ERP) Solutions A part of IFS Applications, IFS Customer Relationship Management seamlessly connects front-office/crm functions with critical back-office functions. However the component-based architecture also enables IFS Customer Relationship Management to connect to and operate with any back-office solution. Greater Agility with IFS CRM The plug-in architecture in the IFS Sales & Marketing.Net Client, a cornerstone in IFS CRM, allows organizations to use standard tools and competence to add custom visualizations and functionality. The solid product architecture assures that all security and business rules apply automatically to such customized views. This results in a unique user experience and benefits for end-users, including greater flexibility to present data the way users wish to see it as well as embedded reporting tools for important metrics such as sales pipeline. Microsoft Compatible The application is compatible with Microsoft BackOffice and can run on Microsoft Windows 7, Windows 2008, Windows Vista, Windows XP, Windows 2003 and Windows IFS CRM is seamlessly integrated with Microsoft Word, Excel, Outlook and Microsoft Exchange Server. Mobile Client Supports the rapidly growing number of different devices in use today Laptops, Pocket PCs, and Palm Pilots as well as communication technologies such as WLAN, GSM, GPRS, Bluetooth, and 3G. Synchronizes work done off-line directly when connected to the back office. IFS Customer Relationship Management is part of IFS Applications

11 customer relationship management 11 AchievE Return on Investment Monitoring, controlling, and developing your business efficiently and profitably means looking at your entire company as one organization, not several departments. With a complete CRM solution integrated with your back office you can achieve your goals with a rapid return on investment. Streamline Administration Reduce costs and provide consistent information by eliminating redundant data entry. One corporate memory used throughout the entire application eliminates re-keying of data and gives up-to-date information that helps improve customer service and satisfaction. Improve Customer Service & Satisfaction By giving your sales staff access to critical backoffice information, such as stock and manufacturing data, they are better equipped to make decisions that not only positively impact your bottom line, but also are focused on increasing customer satisfaction. Better Informed Decisions Faster Reports and scorecards presented in web-based portals tell at a glance how well your company is doing in meeting its strategic objectives. Alerts inform you of predefined events, allowing you to perform management by exception. In our very competitive environment Cosalt s foremost strategic objective was to differentiate by providing better customer service. We replaced our stand-alone CRM software with the IFS package as it seamlessly links to the back office. This has allowed us to drive our strategy right through the organization directly to each individual. The result is a huge improvement in customer satisfaction and a 2% improvement in margin. Annualized, our CRM solution will pay for itself seven times over in the first year. Winston Phillips, Managing Director, Cosalt International Ltd, UK

12 About IFS and IFS Applications IFS is a public company (OMX STO: IFS) founded in 1983 that develops, supplies, and implements IFS Applications, a componentbased extended ERP suite built on SOA technology. IFS focuses on agile businesses where any of four core processes are strategic: service & asset management, manufacturing, supply chain and projects. The company has 2,000 customers and is present in more than 50 countries with 2,700 employees in total. Net revenue in 2009 was SKr 2.6 billion. If you are interested in further information, [email protected] or contact one of our regional offices or visit our web site: Americas Argentina, Brazil, Canada, Mexico, United States Asia Pacific Australia, Indonesia, Japan, Malaysia, new Zealand, Philippines, PR China, Singapore, Thailand Europe east and central asia BALKANS, Czech Republic, GEORGIA, Hungary, Israel, KAZAKHSTAN, Poland, RUSSIA and cis, Slovakia, Turkey, UKRAINE Europe Central AUSTRIA, Belgium, GERMANY, ITALY, netherlands, SWITZERLAND Europe West France, Portugal, Spain, United Kingdom Middle East and africa India, South Africa, Sri Lanka, United Arab Emirates Nordic Denmark, Norway, Sweden Finland and the Baltic area Estonia, Finland, Latvia, Lithuania This document may contain statements of possible future functionality for IFS software products and technology. Such statements of future functionality are for information purposes only and should not be interpreted as any commitment or representation. IFS and all IFS product names are trademarks of IFS. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. IFS AB 2010 En Production: IFS Corporate Marketing, September Printing: AB Danagårds Grafiska, Ödeshög, Sweden.