Description

CIP CRM



This product provides solutions for a wide range of tasks such as: CRM (Customer relationship management)



The following solutions were realized on the basis of the product:



CIP CRM for Retail



CIP CRM being a solution for customer relationship management, represents a corporate system of planning, forming and support of mutually profitable relationship with the customers. This is one of few customer-centric CRM solutions for E-business.

The solution represents a complete set of tools required for interaction with a customer at each stage: when a new customer is registered to the database and multichannel sales up to the product acquisition process and additional services. CIP CRM functionality enables interaction with the customers regardless of the contact type by phone, fax, e-mail or Internet. Besides, the CIP CRM solution grants a multi-level access to information on the market, analytics, applications, etc for the customers employees.



Main advantages of CIP CRM are as follows:

•    Supports a complete customer interaction cycle: from customer acquisition and up to control over the whole cycle of interaction with them; from filling of the orders and up to support services;

•    The product provides complete and comprehensive information on the customers. CIP CRM is aimed to solve the challenging tasks of the specific enterprises/sectors

•    It includes all channels of communication with the customers in the sphere of sales, marketing and servicing;

•    High performance and stability;

•    Simple integration

•    Handy and ergonomic design;

•    User friendly and simple interface;

•    Huge amount of information and statistics represented in user-friendly and easy-to-understand way;

•    Ability to configure software functions for any individual tasks and for a definite company.



Modules of CIP CRM

The solution provides a complete set of tools to meet the customers needs at any stage of the customer interaction cycle: from the moment a new customer is registered to the database and multichannel sales up to the product acquisition process and rendering of additional services to customers. Functionality of the complex CIP CRM can be actual for automation of interaction of the company with the customers and partners:



•    Market management - CIP CRM Marketing Management;

•    Sales - CIP CRM Sales;

•    Regional sales - CIP CRM Field Sales;

•    E-sales - CIP CRM E-Selling;

•    Customer service and support - CIP CRM Customer Service and Support;

•    Zone-based services - CIP CRM Field Service;

•    Customer interaction center - CIP CRM Interaction Center.



Functional capabilities of CIP CRM

Functionality of the CIP CRM Interaction Center allows interaction with customers regardless of the contact type - by phone, fax, e-mail or Internet.

The CIP CRM solution can be used with mobile communication devices, such as notebook computers, mobile phones and PDAs. The solution provides information integrity for any view of data.

Besides the CIP CRM solution grants a multi-level access to information on the market, analytics, applications, etc for the customers employees.



Key functions of the CIP CRM solution (CIP Customer Relationship Management) are grouped into the following categories:



Customer acquisition:

•    Analysis of marketing and customer interaction;

•    Planning of the marketing;

•    Management of the companies;

•    Telemarketing;

•    Electronic marketing;

•    Management of potential marketing possibilities.



Conclusion of a transaction:

•    Sales analysis;

•    Sales planning;

•    Management of the contacts and customer data;

•    Capability management;

•    Telephone sales;

•    Electronic sales;

•    Mobile sales;

•    Receipt of an order.



Fulfillment of an order:

•    Analysis of fulfillment performance of an order;

•    Logistic management;

•    Credit management;

•    Invoicing.



Support service:

•    analysis of the service;

•    planning of the service;

•    customer support & reply service;

•    contracts & management of the installed base;

•    knowledge management at the enterprise;

•    electronic service;

•    on-the-spot assistance / dispatching.



AS WELL AS:

- control and monitor performance efficiency of the working equipment and software;

- computerize workflow stages;

- control over terms of one or another stage and receive automatic notifications in case of delay or change of the terms;

- immediately respond to failures;

- monitor the states of the systems in the data centers, as well as systems of the customers of the company;

- monitor and manage of large WISP server networks, Wi-Fi infrastructure, keep track of user actions;

- monitor the client-side servers;

- collect and analyze such data on the operation of web-sites, usage of the resources, work of the services on the daily basis;

- keep track of any errors and faults;

- continuous monitoring of the network environment of the company (e.g., keep track of obsolete software inside the system);

- create the scripts and rules inside the network environment;

- control each stage of the operational work process around the clock from topology of the network up to state of the equipment;

- take management of SLA to a new level



Operational and analytical capabilities of the CRM system



Operational capabilities of CRM allow control and synchronization of all contacts with the customers in the sphere of marketing, sales and services. Analytical CRM favors optimization of all information sources to gain a better understanding of customer behavior. CIP CRM allows assessment of effectiveness of the business-processes by means of a whole range of tools to analyze the customer database, marketing, sales, service and interaction channels.



As can be seen from the above, CIP CRM allows interaction and cooperation with the suppliers, partners and customers to optimize the processes and manage customer needs.