crm solutions prospect | convert | sale | retain anytimecrm marian stirbescu marketing & sales...
TRANSCRIPT
CRM Solutions prospect | convert | sale | retain www.anytimecrm.ro
AnytimeCRM
Marian StirbescuMarketing & Sales Manager, Advantage Software FactoryMay 30, 2007
Professional Software Solutions for Customer Management
CRM Solutions prospect | convert | sale | retain www.anytimecrm.ro
Agenda
About ASF
Your Challenges in Customer Management
Our CRM Solutions
Q & A
AnytimeCRM
CRM Solutions prospect | convert | sale | retain www.anytimecrm.ro
During the presentation feel free to…
Be open minded
Share your previous experiences with the audience
Ask questions
Say No or Disagree
….
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About Us
Our Mission is to help organizations to better serve their customers.
Our Vision is to became the most important provider of customer centric solutions in Romania until the end of 2009
Advantage Software Factory is the 1st Oracle Certified Partner in Romania on iTrack (Oracle Technologies, since July 2002)
ISO 9001 Certified Company for CRM implementation (certification issued by Lloyd’s Register Quality Assurance)
Business Lines: CRM | Collection Systems | Custom Development
AnytimeCRM
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Our customers
Vodafone Romania Credit Europe Bank (Finansbank) EOS- KSI Romania / Slovakia / Greece / Hungary Montero Grup ICG ING Bank HVB Tiriac Unicredit Romania Rompetrol Downstream Eurisko Consulting
AnytimeCRM
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4 Key factors that prevent Customer Dissatisfaction
No matter the industry the research has proved that there are 4 key factors that prevent you loosing customers:
Act with precision. The customer expect you to provide your service in a predictable and precise manner.
Accessibility. Your customer can get in touch with you anytime, from anywhere in AnyWay.
Partner with your customer. Listen to them, care about them.
Act as an adviser. Customers feel a strong bound to the companies they’ve learned something from.
from “First break All the rules: What the World’s Greatest Managers Do Differently”by Marcus Buckingham, Curt Coffman
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True Challenges
Customer Support & Sales flows need to be personalized according to your industry specific requirements
The Business environment requires fast Time to Market when implementing new sales and support strategies or changing the existing ones.
Your company expects aggressive implementation schedule for CRM
Integration between sales and support teams across departments
The companies are looking to do more with less so the TCO is a key decision factor when choosing a CRM solution
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Our solutions – your advantage
Capone is an enterprise collection system that enables the collection departments to control, manage and automate the collection processes of the company while reducing the bad debt.
AnytimeCRM – is a CRM system that helps Customer Support and Sales departments to achieve excellence in client interaction, at all the touch points, while cutting down the operational costs.
AnytimeCRM = AnytimeSupport + AnytimeSales
AnytimeCRM
CRM Solutions prospect | convert | sale | retain www.anytimecrm.ro
Capone Banking – Why ?
Benefits Cost Reduction / More Value
> Control and reduction of bad debt;
> Starting point to evaluate the collection cost;
> Improve the cash flow;
Customer Care/ Public Image
> Fair treatments for all your customers.
> Fair Play;
> Information for customers in order to prevent the delinquency;
> History of the collection relationship with the client;
Capone helps the organizations to reduce the bad debt and improve the cash flow while optimizing the collection cost;
Operational
> Total control of the collection processes through flexible collection strategies definition;
> Increased effectiveness of the collection process;
> Informed decisions through reports;
> Capture the best practices and business rules;
> Integrated collection no matter the products;
Technical
> Very scalable, grows with your business;
> Supports clustering and failover;
> Developed using industry standards, runs on all major existing platforms;
> Standard interfaces with existing systems;
Capone is the leader of the collection software market with more than 2500 active users in 8 of the most dynamic companies in Romania.
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Capone Banking – How ?
Features Payment Agreements
> Payment Schedule
> Discount/Adjustment
actions when kept or broken
Letter Generation & Printing
Powerfull feature available with two options:
> standard built in module (for up to 4.000 letters/day)
> printing factory gateway
Flexible Hierarchy
> Up to three levels of hierarchy to accommodate specific requirements for different industries.
Payment Allocation
> automated/predefined criteria
> manual allocation
Built in Report Generator
> Allow non technical users to define and run reports from Capone.
> The report generator is tightly integrated to security framework so the users are allowed to see only the reports they have access to.
Timeline/Collection Strategies
> Flexible definition of automated collection steps.
> Graphical representation of the timeline definition
> Graphical representation of the collection status on account
Multicurrency
> Balances and payments are expressed in original currency.
> Functional Currency for reporting purpose and timeline criteria definition.
Interfaces
> Interface enabled to IVR, Dialer, SMS Gateway, Fax Server, Printing Factory, SMS Connector to GSM providers.
> Interface enabler to relevant core business systems: Core Baking, Invoicing, CRM.
Queues Management
> Core functionality of the system that allows the distribution of workload among different collectors according to allocation rules.
Insurer Relationship
> Implementation of specific strategies according to insurance agreements
> Timelines based on annuity
Security
> Part of FAST framework allows segregation of duties based on specific user rights and roles.
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AnytimeSales
A Customer Relationship Management system that helps the sales departments to attract new customers and expanding sales to existing ones while cutting down the operational costs.
Target Industries
Banking Telecom Utilities IT Support Financial Services Professional Services Call Center Services Auto Dealership Service and repair
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Why AnytimeSales ?
Your invoicing system is simply not enough The best replacement for unstructured tools: paper, spreadsheets, manual procedures Save time Quick access to customer information You will spend more time in making decisions not in finding information Replace micro management with management by exception for your sales team A professional way to track Sales People Performance Increase your sales:
Because you are not loosing leads anymore You can learn from past experience You expand your potential leads database
You gain a valuable advantage over your competition
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AnytimeSales Flows
Configurable Sales Flows Lead Capture Lead Qualification Lead Development Lead Conversion Opportunity Management Marketing Campaigns Support Contract Management Customer Interactions
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AnytimeSales Flows
New Promotion
Opportunity
Customer Interactions
Lead
Sales
Contracts
Sales S
tages
Post Sales
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LeadManagement
Lead Capture
Conversion
Opportunity
Contract
Webem@il
Direct MailLead Lists
Marketing EventsCold Calling
Development
Qualification
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WebLeadCapture
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em@il2Lead
Automatic Transformation of email requests to leads Important time savings Information available in one place
@ Mapping New Lead
•email Subject >> Lead Subject
•email Body >> Lead Information
•email Attachments >> Notes & Attachments
•To Address >> Lead Type
•From Address >> Customer Contact
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OpportunityManagement
New Opportunity
Conversion
Order
Contract
Webem@il
Direct MailLead Lists
Marketing EventsCold Calling
Converted Leads
Development
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Relationship Management
Presale
Sales
Post Sales
360° view of customer Interaction
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AnytimeCRM
A Customer Relationship Management system that helps the Customer Support departments to achieve excellence in customer interaction, at all the touch points, while cutting down the operational costs.
Target Industries
Banking Telecom Utilities IT Support Financial Services Call Center Services Leasing Service and repair
3600 View of the Customer Interaction
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Anytime Support Industry / Flows Matrix
Industry Business Flows / Activities
Banking Customer Complaints, Customer Info, Back Office Requests, Card Support, Internet Banking Support, Internal IT Support, Sales Integration
Telco Customer Interactions, Call center, Service Provisioning Flows, Network Incident Management, Operations & Maintenance, Customer Information, Case Management, Internal IT Support, Sales Integration, Asset Management, Site Installations
IT Support ITIL Compliance, Systems Support, Applications Support, Helpdesk, Release Management, Hardware Maintenance, Change Requests
Utilities Case Management, ISO Compliance
Financial Services Credit Application Flows, Info requests, Internal Compliance, Card Support, IT Support
Outsourced Call Center Services
Case Management, Helpdesk, Customer Surveys
Leasing Customer Complaints, Car Incidents
Service & Repairs Incident Management ,ISO Compliance
Manufacturing ISO Compliance, Customer Surveys, Quality Assurance
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Core Support
Case Definition Full configurable Case Templates Agent and supervisor working screens Queues Management Configurable Status Sequences Product / Service Catalog Customer Management Contact Management Task Management Notes and Attachments Manual case assignement Case History Work Performance Information Custom defined fields for cases,
customers, projects, products. Email notifications using templates email2case Eligibility rules to secure data access
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email2Case
Automatic Transformation of email requests to cases Support by email using “Keywords” Important time savings
@ Mapping New Case
•email Subject >> Case Subject
•email Body >> Case Description
•email Attachments >> Case Notes & Attachments
•To Address >> Case Type
•From Address >> Customer Contact
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Workflow Automation
Forced status case sequences Graphical configurable Workflows Flexible business rules implementation Automated email notifications Process/Flows definition
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Workflows Configuration
Workflow 1
Business Rule 1
Business Rule 2
Action 1.1
Action 1.2
Action 2.1
Action 2.2
Available Actions
Send email
SendToDialer
SendSMS
ChangeCaseStatus
MoveToQueue
UpdateColumns
Sequence
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Process / Flow Configuration
Start Request
Convert Case
Flow 1
Flow 2
Flow 3
Convert Case
Support Process
Request Solved
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Graphical Workflow Definition
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Service Level Agreement
Full SLA configuration based on: customer, severity, priority, service schedule.
Automated case escalation and notifications when SLA broken
Custom Actions on SLA events
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Call Center Integration
Call Pop-Up Screen Dialer Interface IVR Interface SMS Gateway Fax Server Interface Integration available with Mediatel, Cisco, Avaya
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Partnership
Commercial and Implementation partners
S & T (www.snt.ro) Kintex (www.kintex.ro)
Technology / Call Center
Mediatel ICG (www.icg.ro) Datanet Systems (www.datanets.ro)
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Why ASF ?
ASF has a proven track of successful projects on Telco, Banking, Financial Services and IT Support services
Previous CRM experience
Romania based support and development
Very fast Implementation schedule for standard version and on previously agreed business requirements
Outstanding configuration capabilities enable “Zero” customizations cost.
Interfacing capabilities on open standards with existing IT Systems
If necessary, software customizations can be delivered.
CRM Solutions prospect | convert | sale | retain www.anytimecrm.ro
Advantage Software Factorywww.asf.ro ; www.anytimecrm.ro
Happy Customers, Anytime
Join us now! for a free private
Workshop on
Capone or AnytimeCRM
by phone at +4 01 242 87 20 or
by email at [email protected]