Comarch CRM Sales Management

No sale is really complete until the product is worn out, and the customer is satisfied
L.L. Bean

Problem

Bearing the unstable situation on the market in mind, more and more managers are watching their company business processes attentively. The purpose of process analysis is to ensure better effectiveness and increase the company’s competitive edge. As customer consumption is smaller, usually the first processes to be monitored are the sales processes. Because the activation of already possessed customers is much cheaper than acquiring new ones, the attention is turning to service quality, gaining new sales channels and general customer satisfaction rather then price dumping.

Challenge

According to the CRM strategy the concept of a sales process is much broader than just the moment when money is paid for a specific product. Selling is a long term process, which covers stages such as: getting to know your customer, establishing the hierarchy of a given customer’s needs, and finally supplying a product which will have the best relation for a given customer, that of usefulness and price. As a consequence ensuing from a sales process a relationship evolves – an efficient, prospering company and a satisfied loyal customer. That’s why many companies decide to implement CRM strategy as a solution to their problems.

Solution

CRM Sales Management supports customer data gathering and management. All events, concerning customer services are registered, for example contact history or any data modification. Thanks to a 360 degree view the user can quickly acquaint himself with the most vital information, gathered from different systems connected to a customer, and identify his needs. Managers will appreciate the ergonomic module allowing them to manage all users, define new products, create sales plans and reports. Thanks to being built in Enterprise Service Bus, the CRM application easily assimilates with external systems, which are already used within the company.

Comarch CRM Sales Management exposes a new opportunity of a Cross & Up sale thanks to full integration with an analytical system – aCRM. Analytical CRM allows to discover an uncommon analytical relation between data stored in a CRM data base. Such analytical relations are used to forecast future needs and customer behavior. The outcome of such a forecast is presented on the user screen just like any other information regarding the customer – the user only prompts “Offer product X”, no special mathematical knowledge is needed from him.

Apart from standard CRM functionalities the Comarch CRM Sales Management solution allows its users to use modules such as:

Lead Management – a module responsible for gathering data about potential customers, and supervision over complex multistage sales processes.
Task & Contact Management – part of a solution that is responsible for servicing sales opportunities, tasks, complaints and customer inquiries. All tasks/complaints can be easily and quickly distributed throughout the company.
Employee Management – this application allows to add new users, set substitution rules. This module is also responsible for customers’ portfolio functionality, inspired by the VIP servicing model – managers can attribute given customers to given users(advisors), who in turn can embrace the most important customers with special care.
Reporting – thanks to the functionalities of this module, managers can acquaint themselves with the current situation in the company, for example with the sales pipeline. All reports are enriched with graphic charts, allowing its users to assimilate the performance of company even faster than before.
Sales planning – functionalities allowing managers to create and distribute sales plans in an easy and transparent way, to create and modify price policies and keep a track of sales progress.

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See also

Comarch Credit Process Management