The CRM Utility solution covers the acquisition process of B2B customers as well as B2C. It is a web application that has direct integration with MS Outlook, linking to ARES and ISIR indexes.
The CRM Utility solution covers the acquisition process of B2B customers as well as B2C. From a procedural point of view, it is a gateway that enables to register potential customers, develop links with existing ones and at the same time have an overview of the implementation of the business plan of traders, companies or, for example, regions. It is a web application that has direct integration with MS Outlook, linking to ARES and ISIR indexes.
The Customer Card contains all the necessary information leading to a business opportunity. In the context of functioning at different levels of B2B and B2C, the various types of information may be monitored. In addition to contact or basic information, the soft information (interests, hobbies, decision makers, etc.) or a view of the customer's overall rating in terms of his or her financial stability, purchasing behavior, etc. is also processed here.
Business Opportunities are related to the products or services offered, it can be a pure acquisition or development of the cross-selling on the customer's premises. In the case of energy suppliers, this involves the acquisition of electricity, gas, as well as non-commodity products, e.g. services, PVE installation, etc. In general, the business case has a time period, status and responsible person. Within the case, you can create internal tasks among team members, or discuss in the form of reactions or use the logic of the approval process. The business case thus created fulfills the business plan and simultaneously generates activities for traders and monitors their performance.
Part of the solution is DMS – Document Management System, i.e. complete management of documents that we use in the acquisition process. In large business cases, there is a tender procedure, when after the process of pricing the customer and his or her load profile, it is possible to generate a bid or even a contract with the relevant customer personal information and parameters of the offered contract.
As part of the acquisition or cross-selling, the sales representative uses Activities, that is a set of activities leading to the successful completion of the business case. In general, the activity has its time period, status, but also type, for example e-mail, meeting, phone, letter, complaint, etc. Each type of activity has its own responsible person, who can determine its substitutability or delegate another person in the team to the activity.
Full integration with MS Outlook enables to work with emails and meetings of traders. E-mail communication is automatically stored to the customer according to the recognized e-mail address, which provides with a complete history of communication between the supplier and its customers.
We can see the Calendar as a list of activities and their display in days, weeks or in a monthly overview. This is the same structure that enables the calendar in Outlook. The advantage of this approach is to monitor the shared calendars of other users of the system with the possibility of scheduling a joint meeting or moving the meeting simply by 'Drag and Drop' within available dates.
Each user has the possibility to create a desktop area according to their wishes. Thus, there are so-called dashboards – interactive reports or mini applications, from which the user will compile his or her own desktop. It includes classic reports, which can be generated in various data formats, supplemented by graphics and analytics.
The Products module summarizes all products offered by the trader. The advantage is the central updating of all product information, setting their price or margin, accompanied by marketing brochures and accompanying marketing information.
Automated processes are controlled by a key user who sets the conditions of behavior of the system and their activities. In the context of predefined scenarios, the system generates activities for the relevant responsible persons with the necessary notification. It monitors retroactively their performance and, if necessary, sends a reminder.
The Actions and Campaigns module works with a target customer segment that integrates into some of the campaign types (acquisition, retention, etc.). Campaigns have their own scenarios where activities (e.g. e-mail, prospect call, meeting, questionnaire) and back-tracked response and success of the campaign are used.
