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| iSMARTS/CRM
- Customer Relationship Management Solution |
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iSMARTS/CRM
is a comprehensive suite of modules which
work collaboratively to provide wide range
of customer relationship management functionalities
towards managing customers, prospects, sales,
services and other key functions affecting
the organizations bottom line and growth.
The highly scalable and collaborative component
architecture supports following key functionalities. |
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| Customer Relationships |
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Customer
relationships are key to an organizations growth, revenues,
profitability and market share, iSMARTS provide
exhaustive customer relationship creation
and enhancement tools, customer care features,
customer profiling and segmentation mechanisms.
These features contribute to increased customer
base
and also improved customer relationships which
then result in increased sales potential, revenue
growth and also forecasting & planning abilities
based on customer profile. |
| Tele-Sales |
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iSMARTS
Telesales along with the Call Centre Application
provides best of breed telesales abilities. It
provides special features for Direct Sales, Institutional & Relationship
sales, Transactional Sales, Segment/Account Specific
Targeted Sales. It supports promotions management,
pricing and discounts management and also collections
management. It provides up-sales features, on-line
margin computations and various other mechanisms
specially suited to shorten sales cycle, increase
revenues and also profitability. |
| e-Sales |
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iSMARTS
provides interfaces to web-stores that support
online sales. Web-stores have various components
which include catalog management and access, store
management, B2C and B2B stores, premier stores,
cart management. On-line sales are optionally linked
to on-line e-payment server for online payments.
There are other features that enable improved penetration
in the on-line sales. These include online promotions,
value added web stores, auctions and market place
interfaces etc. |
| Campaign Management |
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iSMARTS
Campaign Management application provides ability to market to various prospects
and customer segments through promotions, marketing
campaigns, channel marketing and other means. It
allows various mechanisms to interact with customers
and prospects - phone calls, e-mails/broadcasts,
web, on-line-fax, marketing promotions, loyalty
mechanisms etc. It provides means to evaluate and
realize sales by way of prospects identification
and profiling and product/services mapping to prospects. |
| Business Intelligence |
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iSMARTS
provides various tools that help in gathering and utilizing information
so as to have competitive edge and also help in
positioning products and services in the market.
It collates and analyses information related to
customers & prospects, projected & realized
sales, market conditions, competitive products
etc. It also provides reporting and analytical
tools to help in analyzing customer preference,
customer buying patterns, revenue projections,
margin analysis, relative performance of product
segment, customer segments etc. It provides services
and customer satisfaction/expectation level metrics. |
| Call-Centre Interface |
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iSMARTS
provides a Call-Centre application component that handles all call-related
activities in an organization. Call-Centre application
services are used by the Tele-sales, Marketing,
Services and also Collections application. Call-Centre
allows centralization of call handling facilities
in an organized and methodical way so that other
Call-Centre oriented applications provide better
services levels to customers or other entities
thus reducing cost of ownership and also increased
returns. Other features include external interfaces
for IVR, IP/Telephony etc. |
| Services Support |
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iSMARTS
Technical Support component
provides mean of handling technical support or
service requests from Customer. It provides customer
inquiry support, customer complaint management
support, product usage or installation or other
assistance support, warranty support, goods replacements/repair
support and similar other support functions. iSMARTS
Technical Support/Services application is supplemented
by a strong knowledge-base and knowledge management
module that help in problem management. Additional
features provided include manuals and guides database,
features matrix, packing list and parts list interfaces,
warranty tracking component, problem resolution
response dispatcher etc. |
| e-Services Support |
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e-Services
Support provides a low overhead but efficient mechanism that allows
a 24-hour self (and if needed assistance) service
to customer by use of internet/intranet technology.
Using e-Services Support a customer can access
the knowledge base, call register the query or
complaint or any other request. Services also allow
the customer to track the status of the previously
launched query/complaint. Services support is also
useful in optionally informing appropriately registered
customers/prospects about launch of new products,
accessories, and even promotions. |
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| Business Benefits |
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- Enhanced Customer Relationship
- Improved Customer Service and Customer Satisfaction
- Reduce Cost of Services
- Increased and well Profiled Customer Base
- Increased Sales and Profitability
- Improved Market Positioning
- Cutting Edge Business Intelligence
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| Architectural
Features |
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- Reliable
Component-based Collaborative Architecture
- Scalable distributed architecture based on
latest open technology
- Available on various popular platforms
- Available with multi-language options
- Supports multiple business units located internationally
- Streamlined Information flow and workflow
- Works with external applications e.g. ERP and
marketplace applications
- Works seamlessly with other iSMARTS suite of
projects
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| The solution is based on open platform and J2EE
architecture. It can be deployed on Oracle and
IBM database and application sever platforms
on NT/Linux/Unix operating systems. |
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