CRM

More than ever before, your business success hinges on providing exceptional customer service and lowering costs. Companies must provide a level of service that improves customer satisfaction and grows long-term loyalty and profitability.

Improving customer satisfaction, retention and long-term profitability takes a powerful customer relationship management solution synchronized across the entire enterprise. It takes a solution that empowers your sales channels and customer service organization with a single, integrated, up-to-date view of prospect, customer, product and service information

A single interface to view and execute all activities with customers.

What is CRM ?

Customer Relationship Management, or CRM, is an information technology industry term for methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. For example, "if a marketing department runs an outbound campaign, all of the information about the customers and the program should be retained for the sales staff to follow up on, the customer service representatives to answer any queries, and technical support to provide any field support. The idea is to have the same information available to all in the company so that every product or service need of the customer is met. CRM implies that everyone in the enterprise is focused on the customer."

Brief History of CRM ?

With the advent of e-commerce comes the e-customer. According to Vantive, a customer relationship management solutions provider that was acquired in 2000 by enterprise resource planning (ERP) software company PeopleSoft, the e-customer expects constant access to a company through e-mail, call centers, faxes and Web sites. Customers demand immediate response with a personalized touch. Meeting their needs puts new demands on the enterprise. Since traditional ERP applications did not include a customer management aspect, CRM was the logical next step. Vantive, for example, started as early as 1992 in the development and implementation of these customer management applications.

Two trends have brought CRM to the forefront, explains Boston University professor Thomas H. Davenport, who directs Accenture's Institute for Strategic Change. First, as global competition has increased and products have become harder to differentiate, "companies have begun moving from a product-centric view of the world to a customer-centric one," says Davenport.

Second, technology has ripened to the point where it's possible to put customer information from all over the enterprise into a single system. "Until recently, we didn't have the ability to manage the complex information about customers, because information was stored in 20 different systems," says Davenport. But as network and Internet technology has matured, CRM software has found its place in the world.

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. 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 data so they can better anticipate what customers will want. The goal is to instill greater customer loyalty."

Other benefits include:

• 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

Market Leaders

AMR Research reports that the top vendors of CRM software include Siebel Systems, Clarify, (which was acquired by Amdocs in 2001), PeopleSoft, Oracle, as well as smaller, but just as competitive CRM players, such as SalesLogix, Onyx Software, Pivotal, E.piphany, Kana, and Silknet Software.

In the growing segment of CRM professional services, market leaders include Accenture, Art Technology Group, Cambridge Technology Partners, CSC, Deloitte Consulting, EDS, eLoyalty, Cap Gemini Ernst & Young, IBM Global Services, KPMG Consulting, and PricewaterhouseCoopers.

The CRM system offered by NEC aims to maximize each customer's Life Time Value (LTV).

NEC Corporation ( Thailand ) Ltd. and our well-known partner “ Sundae Solutions Co.,Ltd. offer you the first completely web-based Customer Relationship Management (CRM) product -- filling the current void by providing high-end functionality, ease of deployment and support for multiple selling methods such as direct, telesales and web-based e-sales. Users can now embrace e-business by deploying the fully functional CRM system that allows the option of adopting multiple sales methods, and ability to offer web-based customer support and complete access to critical business information through web-based information delivery. The overall flexibility of Sundae’s Sage CRM solution allows organizations to leverage the web as it best fits their business strategy, whether that is marketing, sales, service, executive information, or sales automation.

The Future of CRM

AMR Research expects the CRM market to grow to more than $20 billion by 2004 - making it as large as the ERP market. IDC reports the CRM segment is expected to grow at a compound annual growth rate of 29% through 2004. In addition, the demand for CRM solutions among mid-market companies will result in a market uplift for implementation services in the second half of 2001, continuing through the year 2004. Key growth drivers will include a stronger focus on CRM business processes and front-to-back office integration.

Features

• An online/real time central repository of customer information
• The ability to store and search against information specific to organizations, individuals and related information
• Contact and Account management including storing and searching against contact information
• Service/Helpdesk, Preventive Maintenance and Incident Management functionality to cover Equipment Service, Preventive Maintenance, Counter Services, Helpdesk, CR/Catalog Order services and Sanitary Service
• Catalog Order service management functionality
• Sales Opportunity Management
• Task Management
• Value Chain Management
• Store customer specific incident information
• Providing knowledge base, inquiry, FAQ and Case management functionality
• Escalation based on specific rules, e.g. on past due cases or service incidents
• Service status checks via the web
• Provide CRM related reports
• Provide preventive maintenance schedules
• Fit into the current workflow and system architecture
  

General Information

• The application is fully web-enabled.
• The application is user friendly, to reduce the training time and ensure that all users are confident in using the system.
• Easy to use system with consistent look and feel
• Available to all users simultaneously
• Supports multiple windows / sessions
• Supports integration to Call Center solutions including screen pops based on specific predefined criteria (e.g. such as Caller Id, Account Code, Customer Code)
• Security which is easily set up and maintained. Security extends to enabling specified users to only view predetermined customer information.
• The ability to easily transfer data to and from other applications
• Export functions to Microsoft Office Suite of products (e.g. Microsoft Excel, Microsoft Word Mail Merge, etc.)
• View Designer provides the ability to add new screens, fields, tabs and views to the eCRM user interface using click, drag and drop without programming.
• Data Manager provides the ability to set up security, territory assignments and codes and options that show up in drop-down lists without the need for programming.
• Support for PDA when wireless communication is available
  

Functional Information

• Ability to store, maintain and search on individuals' names
• Ability to store, maintain and search on job titles
• Ability to store and maintain home address
• Ability to store and maintain work address
• Ability to store and maintain private contact information including private phone, fax and mobile phone numbers and private e-mail address and other related information
• Ability to store, maintain and search on work contact information including direct dial number, office number, fax number and work e-mail address
• Ability to allocate each individual an Account Manger
• Ability to segment individuals on multiple criteria for marketing and contact purposes
• Ability to create groups and allocate individuals to a group, and disassociate individuals from a group
• Associate an individual to an organization
• Associate individuals to a physical location within an organization
• Move an individual from one organization to another
• Input and maintain notes about an individual
• Provides interface into Microsoft Outlook such that e-mails can be sent to multiple clients
• Link communications including e-mails and letters to an individual
  

The Future of CRM

e-Marketing

e-Marketing provides complete campaign, event, prospect and database management for efficient, streamlined prospecting and workflow. The result is immediate access to all information about marketing campaign, events and prospects from one location. The built-in prospecting workflow ensures that appropriate contacts are included in campaigns for the most effective return on marketing investments. The prospect base can be segmented and certain groups can then be assigned to a campaign or event based on size, location, buying preference or other criteria for highly specific database marketing options.

e-Sales

Inside and field sales members use NEC Corporation ( Thailand ) Ltd. and our well-known partner “ Sundae Solutions Co.,Ltd.'s e-Sales Outlook to quickly access and manage daily sales information. From managing opportunities and tracking contacts, to creating forecasts and viewing the latest pipeline information, e-Sales Outlook provides streamlined, intuitive workflow features to improve sales person's productivity and provide complete communication between all sales team members for every account and every sales opportunity. And sales managers can efficiently coordinate and oversee the entire sales process, including opportunities, forecasts and pipelines, for maximum sales success.

e-Service

e-Service is a comprehensive customer support / help desk system that tightly integrates customer support staff, marketing and field sales. With e-Service Outlook, users have a tailors view of key customer service data and fast, efficient access to the critical account management information. Because e-Service Outlook and e-Sales Outlook share the same customer master file, up-to-date information is always available to every individual on the customer team. e-Service Outlook tracks all type of customer issues and has a built-in escalation process to ensure that incidents left unresolved longer than your user-defined rules allow are handled expediently. Plus e-Service Outlook's intelligent, web-centric knowledge base tracks all call resolution action and has built-in smart search capabilities that automatically query the database once a description of the issue is entered.

e-Executive

e-Executive provides graphical, easy to understand web-based delivery of critical information at any time, anywhere. Leveraging Microsoft's Online Analytical Processing (OLAP) tools, e-Executive Outlook provides out-of-the-box data warehouse capabilities with predefined datamarts for marketing, sales and customer service information. e-Executive Outlook delivers valuable analytical information such as in-depth sales forecasts and trends, pipeline information, call resolutions and the latest marketing campaign data right to the desktop while lowering the traditional costs associated with legacy data warehousing solutions. In addition, e-Executive Outlook goes beyond simple bar charts and graphs to more completely communicate complex variables and trends never before available in conventional reporting tools.

e-Sales Automation

e-Sales Automation provides a complete set of tools and services to add efficient and value to the art of selling. Your direct and indirect sales forces, your Agents and Distribution can all benefit from NEC Corporation ( Thailand ) Ltd. and our well-known partner “ Sundae Solutions Co.,Ltd. 's e-Sales Automatic through immediate access to leads and opportunities, and the critical knowledge and communication required to close deal regardless of their location and operating environment. Having taken orders, your sales trams and business partners can enter those orders directly into e-Sales Automation System, obtain confirmation, and track status, all on a 24x7x365 basis.

System Requirements

Hardware Requirements

The Advantage of PHS Technology	Minimum	Recommended
On-line & Remote Web User	Celeron 300MHz or Pentium I 166MHz 32MB RAM 10MB Free Disk Space	Pentium II 266MHz or Celeron 400MHz 64MB RAM 20MB Free Disk Space
Un-tethered User: SQL Server 7.0 (Requires 1 Access license) SQL 2000 (Requires 1 Access license)	Celeron 400MHz or Pentium II 266MHz 64MB RAM 250MB Free Disk Space 56K modem	Pentium II 300MHz or Celeron 400MHz 96MB RAM 250MB Free Disk Space 56K modem
Server:	Pentium II 300MHz 256MB RAM 2GB Free Disk Space	Pentium III 500MHz 512MB RAM 4GB Free Disk Space or higher

Software Requirements

Category	Recommended
Database Server	Operating System Options: Microsoft Windows NT Server 4.0 w/Service Pack 6a or higher, Microsoft Windows 2000 Server with Service Pack 1 Back Office Software (installed, configured, and operational): Microsoft SQL Server 7.0 Standard Edition w/Service Pack 2 or Service Pack 3 OLAP Services w/Service Pack 2 Microsoft Outlook 97, 98, or 2000 Client for Exchange Server Microsoft Data Access Components (MDAC) 2.5 Microsoft SQL Server 2000 Standard Edition (MDAC 2.6 installed by default) Analysis Services (OLAP in SQL 7)
Web Server	Operating System Options: Microsoft Windows NT Server 4.0 w/Service Pack 6 or higher, Microsoft Windows 2000 Server with Service Pack 1 Back Office Software (installed, configured, and operational): Microsoft Internet Information Server (IIS) 4.0 (Used with NT) Microsoft Transaction Server (MTS) 2.0 (Used with NT) Adobe Acrobat 4.0 (Writer) required to enable the creation of Adobe reports Microsoft Access 2000 IIS 5.0 and COM+ installed and working with Windows 2000 Server
On-line & Remote Web User PC	Operating System Options: Microsoft Windows 95, 98 or 2000 or Microsoft Windows NT Workstation 4.0. Office Options (installed, configured, and operational): Microsoft Office 97 or 2000*, Microsoft Outlook 97, 98, or 2000* Client and Adobe Acrobat 4.0 (Reader) must be installed on client machines to view adobe reports. Microsoft Data Access Components (MDAC) 2.5. Internet Browser (installed, configured, and operational): Microsoft Internet Explorer 5.0, or 5.5.
Un-tethered User	Operating System Options: Microsoft Windows 95, 98 or 2000 or Microsoft Windows NT Workstation 4.0. Office Options (installed, configured, and operational): Microsoft Office 97 or 2000 and Microsoft Outlook 97, 98, or 2000* Client. Microsoft Data Access Components (MDAC) 2.5. Internet Browser (installed, configured, and operational): Microsoft Internet Explorer 5.0 or higher. Microsoft SQL 7.0 Desktop (installed, configured, and operational), with SP2 or SP3 Microsoft SQL Server 2000 Desktop (installed, configured, and operational), MDAC 2.6 installed by default (A connection to the Internet is required during the database Synchronization process)
Remote Support	A connection to the Internet and NEC Corporation ( Thailand ) Ltd. and our well-known partner “ Sundae Solutions Co.,Ltd. Channel Center setup as a user within the system.

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