Benefits


CRM Engage: Customer Relationship Management



Trends and Challenges

Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990’s with the promise of forever changing the way businesses small and large interacted with their customer bases. Presently newer software systems and advanced tracking features have vastly improved CRM capabilities and the real promise of CRM is becoming a reality.

CRM is a process of continuously gathering customer data, effectively utilizing that data from every customer contact point and turning that data into knowledge necessary to:

  • Identify, acquire, and retain customers
  • Understand customer behavior
  • Meeting customer needs
  • Building more profitable and loyal customer relationships
  • Enabling organizations to manage and coordinate customer interactions across multiple channels, departments, lines of business, and geographies


Today’s organizations must manage customer interactions across multiple communications channels-including the Web, call centers, field sales, and dealers or partner networks. Many organizations also have multiple lines of business with many overlapping customers. The challenge is to make it easy for customers to do business with the organization any way they want-at any time, through any channel, in any language or currency- and to make customers feel that they are dealing with a single, unified organization that recognizes them at every touch point.






Our Solution

SEEinfobiz specializes in the design and deployment of leading-edge customer relationship management solutions, supplied by an infrastructure of global resources. While today’s technology and business systems for managing customer relationships are extremely sophisticated, even the most innovative solutions fall short without precise, supervised implementation. SEEinfobiz enables global companies to increase profitable customer relationships by offering a fully integrated, end-to-end portfolio of tailor designed CRM solutions and services, such as -

  1. Customer Intelligence - Customer Profiling, Customer Acquisition, Retention, Cross sell - up sell.
  2. Call Center Management - Customer Service Request, Complaints, Enquiries Management
  3. Contact / interaction management



1. Customer Intelligence - Customer Profiling, Customer Acquisition, Retention, Cross sell - up sell

SEEinfobiz's CRM solutions help you to understand:

Who are your best customers?
What can you do to retain them?
How can you attract others like them?
How can you improve the profitability of all your customers?

SEEinfobiz provides CRM Solutions that deliver a process for identifying, targeting and responding to the needs of your most profitable customers.

We provide a way of understanding and anticipating customer behavior, in order to identify the most effective way to acquire new customers, efficiently manage customer contacts, activity information, and customer disputes, exploit their lifetime value and retain existing ones.

Our CRM solutions also tackle an array of assorted CRM issues including account management, call centers, and customer retention. Our flawlessly prepared strategic plans offering proven expertise in CRM design, integration and delivery, are designed to help our customers increase profits, productivity and customer satisfaction.

SEEinfobiz’s CRM solutions also integrate easily with third party applications, grows with your business, and supports complete customization. SEEinfobiz's CRM team enables an innovative, effective and individualized CRM strategy for your organization.

Precise execution and rapid implementation of your customized solutions is backed by ongoing support and training - offering you peace of mind and critical confidence building.




Benefits of Customer Intelligence

The SEEinfobiz CRM Solution assists an organization to gain a competitive edge over its competitors by delivering critical business analysis online such as:

Customer Profiling

Customer profiling enables business managers in an organization to understand preferences, likes and dislikes of different types of customers. It assists the organization in identifying online the customer types such as corporate businesses, families or individuals, etc. Also managers can further profile their corporate or individual customers on basis of factors such as town, cities, age group, occupation or personal likes and preferences. This in turn provides managers with information such as most profitable customer type i.e. corporate/families, most profitable industry such as Technology, Manufacturing, Pharmaceutical, Chemical etc.

Customer Risk Management

Risk Management enables analysis of risk for new and existing customers. New customers and existing customer’s profiles are analyzed to predict payment patterns and service preferences.

Customer Lifetime Value

Customer Lifetime Value analysis enables management to appropriate the costs incurred on servicing their customers, in order to retain them on a long term basis. This analysis can also provide insight into customer profitability vs. the costs incurred

Customer Service Mix

Customer Service mix provides insight into the kind of preferred services by particular type of customers, profitability from the various service options given to customers etc. This insight provides managers with the return on investment on the various service mixes as well as the knowledge to offer the right kind of services to different type of customers

Cross Selling and Up Selling

Opportunities for cross selling and up selling services can be identified for customers in order to increase profitability.

Customer Acquisition / Attrition / Retention

Acquiring a new customer is 4 times more expensive than retaining an existing customer. Therefore it is important that customers once acquired are profiled correctly and offered the right kind of services. Customer acquisition trends over time for different types of customers and the services availed from them also provides valuable information for servicing customers. Customer attrition rates for various types of customers and the reasons for attrition provide valuable information for customer retention.



2. Call Center Management - Customer Service Request, Complaints, Enquiries Management

SEEinfobiz’s customer service management allows you to create, assign, and escalate service requests. Robust assignment rules ensure that each service request routes to the most appropriate agent equipped with a comprehensive knowledge base and complete account history.

Features:

  • Enables Service requests, complaints or enquiries capture and tracking
  • Automatic assignment of requests
  • Automatic call routing based on request number
  • Service request changes monitored with audit trail
  • Inbuilt knowledge base - The solution’s knowledge base provides sales and service agents with consistent, pre-approved answers to commonly asked customer questions. Searchable knowledge base answers can be added easily to outbound e-mail messages or read over the phone by call center agents.
  • Product Catalogs - Maintain complex product catalogs in CRM, including hierarchical classification of products and services. Guarantee consistent messaging and product availability throughout the entire organization.
  • Outlook Email Integration - SEEinfobiz's CRM solution allows users to associate inbound and outbound emails - including attachments - with contacts, leads, accounts, opportunities and service requests. Capture new email addresses, search for addressee information, and edit and create new records in CRM with a single click -all while working directly within Outlook.
  • Service Reports - Using embedded service analytics, users can obtain real-time data to quickly determine service request resolution times, measure employee productivity, balance team workloads and identify key service trends needing attention.
  • Service Analytics - Receive actionable data for your customer service interactions. CRM service analytics provides in-depth knowledge into service request activity, resolution trends, service revenue, costs and customer satisfaction. Monitor employee performance and activities to ensure the highest service levels across staff.
  • Multi-Lingual Support - To address the needs of a global work force, our solution supports English, UK-English, Japanese, Chinese, And Hindi, etc, allowing individuals to work in their chosen language. Regional support offers country-sensitive address and ready-to-dial phone formatting, as well as localized number, time, and date formats. Multi-currency support allows users to transact, forecast, and report in any currency.

Benefits of Customer Service Request, Complaints, Enquiries Management:

  • Accurate and timely resolution of customer issues
  • Complete history of customer interactions
  • Track related account activities across departments
  • Determine requests resolution times
  • Increase first call resolution
  • Improve customer satisfaction with "one and done" assistance
  • Real-time access to account information
  • Increased customer loyalty
  • Identify revenue opportunities
  • Spot customer trends
  • Monitor service requests by channel

We enable your service employees to capture all relevant service information instantly and reliably. Users can easily manage service requests, track related activities, record notes and customer e-mails from Outlook and associate known solutions to incoming requests. Users have easy access to a comprehensive knowledge base for immediate answers to customers' questions and score the solution based on usefulness.





3. Contact / interaction management

SEEinfobiz's Contact Management is designed for individuals, sales professionals and sales teams sharing data of individual users. Below mentioned are some of the features and their benefits of our solution:

  • Instantly access customer information -
    • Store complete contact information including e-mail, notes, history, attachments and more.
    • Import data from all types of sources.
    • Choose from 60 standard contact fields-or create your own.
    • Customize your database to access and manage information the way you want.
    • Add new field types-including Yes/No, picture and memo fields.
    • Find anyone or any detail instantly with Lookups or Keyword Searches.
  • Manage and grow business relationships -
    • Create Company records to see the entire business relationship.
    • Organize data into Groups and Subgroups for individual treatment.
    • Attach presentations, proposals and more to Activities, Notes and History items.
    • Share Notes and Histories between contacts-then change a note, and it’s automatically updated in all places.
    • Track completed Activities for each relationship so you know what happened and when.
    • Add searchable Secondary Contacts to easily find assistants, family members and more.
    • Link correspondence to contacts for a record of what was sent and received.
    • Send letters, e-mail and more with mail merges.
    • Save time with standard letter, e-mail and memo templates.
    • Consolidate and eliminate duplicate records for the cleanest data.
  • Stay on top of your schedule 24/7 -
    • Schedule calls, meetings and to-do items quickly and easily.
    • View daily, weekly, monthly, workweek-even mini-month calendars.
    • Set alarms so you never miss important meetings or events.
    • Track and sort five different Activity Types-or customize and create your own.
    • Create custom History Types and Priority Levels to help you manage your time.
    • Get immediate notification of any scheduling conflicts.
    • Schedule recurring activities in one easy step.
    • Schedule multiple activities around a single event and automatically add those activities to users’ calendars.
    • Set Global Events-like holidays and company events-to appear on everyone’s calendars.
    • Share calendars between users to help see where everyone is at any given time.
    • Manage tasks easily-incomplete activities roll over to the next day so nothing falls through the cracks.
  • Help improve your bottom line -
    • Forecast sales with confidence using built-in sales and forecasting tools.
    • View and filter all opportunities in one place with Opportunity List.
    • Choose from the built-in sales process-or create your own.
    • Create or import your product list with item number, cost and price-so everyone has the same data.
    • Generate instant quotes for any opportunity without re-entering data.
    • Use the built-in sales reports-or create your own using the improved Report Designer.
    • Track opportunities through the sales cycle with interactive pipeline graphs.
    • Export your opportunity list to Microsoft Excel for easy data analysis and reporting.
  • Be more efficient with secure, shared data -
    • Synchronize in the background so all users have the most up-to-date data.
    • Assign up to five security levels to allow different access to information.
    • Print any view without having to specify a template.
    • Make records private to keep confidential information to yourself.