Relationship Management

Process Management        Credit Processing        Claims Processing        Process Automation   Employee Management        Workforce Management        Corporate Portal   Customer Management        Relations Management        Complaint Handling   Supplier Management        Strategic Sourcing        Electronic Billing

Content
Problem
Solution
Description
Benefits
Technology
Related Information

Problem

The companies

If we invest some time analyzing the hierarchic and departmental structure of the companies, initially we will not detect great structural alterations, but if the analysis will be well taken care of verifies that the companies are in phase of reorganization around the customer. It is essential that the referring information to a customer finds it self centered and accessible to all the ones that can need it.

 

The majority of the companies continues organized in departmental structures with information many times repeated, dispersed and not actual originating great losses of time in the localization of adequate information as well as an unfamiliarity of the customer and its interactions with the company.

 

The problems associates to the information dispersion that the companies face, the sprouting of more demanding consumers and the competitive world force the companies to reanalyze the forms of interaction with customers, partners, intermediate and suppliers.

 

It is basic for the growth and success of the companies the capacity to hold back actual customers and partners as well as looking new chances to harness its relation with these. The customer left to be limited to a reduced number of salesmen, with firm prices, standardized deliveries, products, marks and services.

 

 

The customers

 

The consumers are more able to purchase and are better informed of that than ever. They wait bigger convenience of service, rapidity, availability and flexibility from the companies with whom they habitually work. If these requirements are not satisfied, they easily look alternatives in the competition.

 

All the customers like to be dealt with an individual and differentiated form, they like to be treated by the name, want to be understood, they demand quality services, they want to make use of the possibility to interact with the company 7 days per week, 24 hours per day, using the communication channels of its preference and convenience.

 

 

The products

 

As the products and the prices compare themselves more each time with the ones of the competition, to make use of exclusive products and with cheaper prices they are not more the only factors of distinction of the companies between itself. What it could be a distinctive factor of the competition, at the moment of the acquisition of a good or service, is: the global quality of the product and associated service.

 

Each time more the companies invest in services of quality after-sales and many customers don’t mind pay maintenance contracts if they will have guarantees of assistance after-sales on the height of the spent value. The same happens with the service of delivery and products or services in phase of acquisition.

 

 

The partners, intermediate of business

 

 

The partners of a company have to be faced as active elements of the business chain. As companies who are, they want to offer variety of products to the final customer and to reach edges of profit in sales made. For these reasons, the intermediate companies have difficulties in guaranteeing the exclusiveness and fidelity to a mark

 

The partners have to be looked at as a customer with a differentiated profile, that holds the domain of a gamma of customers. As intermediate in sales, they need formation on the supplying company on its products and where this will differentiates of the competition.

Top

Solution

In the beginning of 80’s appears the concept of Customer Relationship Management (CRM) - relationship that the companies keep, with the purpose to communicate with the certain customers, using the offers of certain products or services, at moment certain e through the certain canal

“CRM is a business strategy aimed at understanding and anticipating the needs of an enterprise’s current and potential customers. From a technological perspective, CRM involves capturing customer data from across the enterprise, consolidating all internally and externally acquired customer-related data in a central database, analyzing the consolidated data, distributing the results of that analysis to various customer touch points and using this information when dealing with customers via any touch point.”

Gartner Group, Beware the CRM Market-Size Number.

 

Apparently the concept nothing brings of new, the intervening ones in all this process are the same ones: companies and customers, and the purpose continues the same: sell more. But it was in the beginning of years 80 that the companies had taken conscience that to sell more had to be able to do it better, and to reach this purpose they had to know the costumer for who they sold.

 

In1997 Methodus implemented a solution of CRM for the automobile sector, that allows the centralization of contact and respective events associates to each customer, the correct and fast visualization of each situation and the support after-sales. The business leaves to be focused around the product and is centered in the customer (acquisition, understanding and retention). The innovation is in this new strategical orientation, which takes the companies to reanalyze the form as they make business and relates with the customers, intermediate and partners of business.

 

This new orientation has impact in all the organization:

 

·          General Direction

·          Marketing Direction

·          Sales Direction

·          Sales

·          Partnerships

·          After - Sales services Direction

·          Financial Direction

·          Computer science direction

 

The technology appears as the way to give reply to this new boarding focused in the management of the business around the only vision that the company can have of a customer.

 

The management of the relationship with the customers intervenes basically:

 

·          In the creation and management of Marketing actions;

·          In the analysis of profiles of customers;

·          In the appealing commercialization to eCommerce;

·          In the management of sales;

·          In the management of intermediate nets of sale;

·          In the management of orders and complaints;

·          In the management of satisfaction levels.

 

Challenges

 

·          Know more on the customer;

·          Look at the customer as a whole;

·          Segmenting the customers, understanding what distinguishes them and what are they needs;

·          Define and analyze the profiles of customers with bigger probability of fidelity;

·          Increase the precision in the identification of potential customers for products or services;

·          Differentiate the less income-producing customers and the most income-producing;

·          Planning the best form to interact with the costumers

·          Personalize each interaction with the customer (campaigns of marketing, sales, and support after sales).

·          Increase the probability of a current customer to reference other potential customers;

·          Create quantified campaigns of marketing with positive results;

·          Cross Selling and Up selling of products and services

·          Diminish the sensitivity of the customer to the price, being detached the quality of the products and services

·          Lesser percentage of canalized investment to attract new customers.

 

 

Top

Description

To answer to these necessities, Methodus developed the solution of Relationship Management set in the CRM concept, where the organization is seen as a whole, not existing a restriction to the specific processes of each department.

 

This solution makes possible the sheering of information through all the company, where all the collaborators can quickly get the complete image of the interactions between determined customer and the company.

With the solution of Relationship Management we have as purpose help the companies in:

 

·          Identification of the clients consumers and treat them as only;

·          Differentiation of its prospects, customers, partners and suppliers for its needs, values and, on the basis of the description of the previous interactions, to act on a personalized form.

 

 

This solution gives the necessary information and processes for the analysis of the cycle of life of the customer, allowing the definition of more efficient and guided strategies.

 

It is a solution that can be customizable such in the level of the interface of the user as the level of the business requirements, resulting in a solution flexible, capable to follow and answer to the needs of adaptation of the companies.

 

 

Effectiveness

 

The solution of Relationship Management gives work processes, witch function as templates generic of the best practices of market for the areas of the Marketing, sales and services (management of orders and complaints), being able the processes to be adapted to reflect the environment of business of the some companies.

 

 

Automatization

 

After the drawing of the work processes witch is a representation of all the tasks carried through for determined elements of the company, it will be possible to automates great part of the tasks.

 

Control

The implementation of the work processes is possible in an automatic and transparent form for the user.

 

Because of the fact of knowing the tasks to carry through, can be determined stages of processes accomplishment stated periods, control and to make appear mechanisms of alert for considered strange situations, as for the direct intervening as for the hierarchic superiors

 

 

 

Main Functionalities

Marketing

With the solution of Relationship Management implemented, the collaborators of the marketing department will be able to:

 

·          Create and define campaigns of marketing with secular purposes and definite communication channels;

·          Identify the best hearing, duration and format of the campaigns;

·          Plan, registry and execute campaigns on automatic form;

·          Analyze information in real time capable to support decisions based on facts;

·          Analyze the uncurling and the efficiency of the marketing campaigns, actors of public relations and advertising;

·          Identify situations and reasons that have led to the loss of customers;

·          Analyze standards of purchases and market trends;

·          Accede at any time and form to the information;

·          Identify and characterize on more appropriate form the most potentials lucrative customers for the company;

·          Place and distribute automatically received tasks the order;

·          Send presentations, proposals, graphs and links for sites and pages Internet in seconds.

Sales

”Spend more time selling and little time worried about administrative tasks”, this is the great purpose to reach, it is important that a department of sales makes use of tools of support to the daily work. The information has to be always available therefore only on this form it maximizes the performance of the team. The analyses of data will have to be maid in real time.

Our solution of Relationship Management

 

 

·          Allows the automatic creation of budgets, including configurations of products and prices;

·          Allows the scaling of some types of necessary interactions when uncurling the business;

·          Makes possible the analysis of the evolution of the chances of sales, for product, territory, salesman, maximizing the performance of you team;

·          Allows the analysis of data in real time;

·          Contributes for the increase of the speed of on the customer, placing in immediate form the tasks or opportunities to the collaborators most appropriate, appealing to workflows of decision and templates of support to the documentation production;

·          Allows that the collaborators can accede to the information from any place and at any time;

 

In 1997, Methodus put on a vertical line CRM for sector automobile, in 1998 initiates a vertical project for an insuring Belgian, in 1999 initiates the same project for the Credit Suisse.

 

Services and Support

The solution of Relationship Management

·          Allows register asks for and complaints, as well support its resolution;

·          Appeals to workflows of work previously definite, allowing to decide the problems of the customers of efficient form and in the lesser space of time;

·          Provides the evaluation of asks and doubts, definition of priority levels and “re-guiding” for the indicated collaborators more;

·          Gives to the customers through the Internet the services of the company at any time and where it wants that these if find;

·          Allows finding the answers quickly most appropriate appealing ti knowledge base and/or FAQs;

·          Allows visualizing information on the customer and details on some incidents in an only interface;

·          Allows to the register and Contract automatic renewal of Maintenance and Services;

“I was impressed with the level of customization and cleanness of interface of the compliance tool”

(Mary Reader, Director de Development of Onyx Corporation about the solution Credit Suisse)

Top

Benefits

Nor all the benefits of an implementation of Relationship Management are simple to quantify.

 

In a general way, we can relate the following benefits that will be reflected in the Investment Return:

·          Increase of profits for client/year;

·          Reduction of the cycle of sale;

·          Reduction of the administrative costs;

·          Increase of the taxes of future return and sales;

·          Increase of the profit edges;

·          Increase of the ratio of answers to the marketing actions;

·          Increase of the competitive capacity of the company;

·          Better tax of resolution of problems of customers and partners;
Increase of the satisfaction of the customer.

In the equation of Return of the Investment (ROI) obtained with the implementation of our Solution of Relationship Management, we do not limit to place the benefits, we analyze the factors associates to these as well as the implementation costs.

 

 

Top

Technology

Our solution was thought and drawn with the purpose of using the advantage of the functionalities of the technology currently available for the Internet, guaranteeing bigger levels of performance, scalabilities and times of reply.

With the purpose to provide a bigger flexibility of choice to our customers our solution of Relationship Management It will be able to seat in the platform of Microsoft CRM as well as in the portals of Onyx Corporation. 

 

Top

Related Information

Case Study Anti-Money Laundering

Case Study Know Your Customer 

Onyx

Microsoft

Top