Customer service and support is vital in maintaining successful business relationships. Providing accurate and timely information in a professional manner is the key to any business operation. CRM (contact management) software increases the productivity of sales team while providing a reliable presentation of critical product and customer information. CRM database empowers you with the ability to create and manage virtually any number of marketing and sales campaigns.

The most important part of CRM is the uni-source of customer data. This does not mean that there has to be one physical database, but that there is one consistent view of customer, which should be accessible by all parts of the company.

Why is CRM Necessary?
Several companies are turning to customer-relationship management systems and strategies to gain a better understanding of their customer's wants and needs. This concept used in association with data warehousing, data mining, call centers and other intelligence-based applications, CRM "allows companies to gather and access information about customers' buying histories, preferences, complaints, and other information so that they can better anticipate what customers will want. The goal is to instill greater customer loyalty."

 Characteristics Of Traditional System

_ Silo of information

_ Different views of customer, even in front office

_ Limited communication among departments

_ No transparency through supply chain

 Benefits

• Faster response to customer inquiries

• Increased efficiency through automation

• Deeper understanding of customers

• Increased marketing and selling opportunities

• Identifying the most profitable customers

• Receiving customer feedback that leads to new and improved products or services

• Obtaining information that can be shared with business partners

• Cut costs and keep customers

• A happy customer will tell 3-4 potential clients, which will create new business.

• Selling efficiently creates loyalty and therefore more business.

• Maximize the lifetime value of each customer.

• Increase revenue growth through customer satisfaction.

• Reduce costs of sales and distribution

• Minimize customer support costs

• Make information available to customer service representatives so
  they can answer any query

CRM Software Modules

• CTI Server (Computer Telephony Integration)
• Interactive Voice Response (IVR)
• Voice Mail System (VMS)
• Digital Call Recording (DCR)
• Digital Conferencing
• Automatic Call distribution (ACD)
• Agents Management

Compatibility

• Siemens

• Panasonic

• Nortel

System Requirements

Windows.

Pentium  or above with at least 1 GB RAM (higher requirements apply for multiple line installations).

TAPI compliant (100%) telephony device. This includes most voice modems (2000/XP only) or a professional telephony card (e.g. Dialogic etc.) or PABX (  e.g. Siemens, Panasonic etc.).

[Optional] Internet Connection [to forward by email]

[Optional] Website (on local or remote server) [for Internet Access Pages]

[Optional] LAN / WAN network .