KEY FUNCTIONALITIES

KEY FUNCTIONALITIES

A typical CRM system is subdivided into three basic sub modules:

1. Marketing
2. Sales
3. Service

Sales Force Automation

Sales Management Sales Forecasting Pipeline Management Mobile Sales Sales Commissions Mgmt

Sales Order Processing

Order Lifecycle Management Quotation and Invoicing Inventory Management Shipping & RMA

Marketing Automation

Marketing Management Email Campaigning Direct Mail Campaigning Tele-marketing Marketing Analytics Transpromotional documents (enriching transaction documents with marketing content).

Issue/Project Management

Defect Management Test case Management Product Release Mgmt Time & Cost tracking Project Management

Customer Help Desk

Customer Support Multi Channel Contact Center Mobile Support Customer Portal Customer Self Service Customer Survey SLA Management

Partner Management

CRM Portal Partner Lead Distribution Partner Self-service Partner Order processing

Helpdesk Software

Employee Help Desk Multi Channel Contact Center Mobile Support Asset Management Employee Portal Employee Self Service Employee Survey

Integration

Object API Web Services Back office integration

Several functionalities are:

1. Service Order Management
2. Service Contract Management
3. Planned Services management
4. Warranty Management
5. Installed Base (Equipment) Management
6. SLA Management
7. Resource Planning and Scheduling
8. Knowledge Management (FAQs, How to guides)
9. Call Center Support
10. Resource Planning and Workforce Management