on

1

• Presentation
• on
• CRM - Software
• By
• Evolve Rings

2
Introduction on CRM Software

• Database Management
• Classification of Companies/Contacts
• Call Center Management
• Inbound / Outbound Follow Ups
• Profiling
• Feedback forms
• Email
• Event Management
• Customer Alternate Address
• Creates History
• MIS Reports

3
Software Platform

• Database - SQL Server
• Front end - VB 6.0 ASP
• OS Windows 98 / Win NT / Win 2K / Win XP
• Application - Office 97 or above

4
Login Screen
5
Introduction Screen
6
Masters Creation
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City Master
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Designation Master
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The Software

• Customer
• Issue - To handle all Inbound / Outbound calls
• Alternate Address - Captures the alternate / home
  address
• E-Mail Address - Can capture three Email
  addresses
• Merge - To Merge Duplicates
• Classification Role definition
• Source Define source of data
• Campaign To identify all contacts with customer
• Profile Defined Question and answers

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Customer Details
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Merging Customer
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Alternate Address
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Campaign Management
14
Campaign Management

• The Campaign Process for an Event
• Tagging the data for direct mailing
• Tagging the returns
• Tagging the Confirmations
• Phone
• Fax
• Email
• Tagging the Attendee
• Analyzing
• Total No. of Confirmations
• Total No. of Attendee
• Total No. of Attendee who have Confirmed through
  Fax, Phone,Email
• Total No. of Attendee V/S Total No. of
  confirmations etc.

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Campaign Management
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Email
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Source
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Classification
19
E-Mail Search
20
Record Generation Outbound Activity
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Record Generated For Outbound Calling
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Outbound Activity Process

• Call Not Picked Up
• Reason
• Blank
• Cont. Busy
• No Response
• Busy
• Wrong Number
• If three times same status automatically assigned
  to Database team with status as resting
• Database team updates the phone number and assign
  it back to Tele caller with status as open
• Will appear in follow up cases of Tele caller

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Outbound Activity Process

• Call Picked Up
• Proceed with details
• Default Outbound Activity
• Status to be updated by Tele caller
• Open
• Resting
• Close
• To follow up the customer Tele caller has to put
  in the follow up date
• Reason of outbound call (Issue type Subtype)
• Assign it to other user (if not able to resolve)
• View the follow up report and action

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Outbound / Inbound Menu
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Outbound Calling Screen Call is not picked up
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Outbound Calling Screen Call is picked up
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Outbound Calling Screen Follow up Cases
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Inbound Calling Screen
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Calls Summary
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Call Status
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Parent Child Relationship
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Profile Creation
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Event Master Screen
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All Events Details
35
Profile Question Answers
36
The Software

• Company
• URL
• Captures the URL
• Merge
• Merging the Duplicates
• Classification
• Industry segment
• Parenting Level
• Capturing the Level of organization (Parent /
  Child)

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Company Details
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Company Classification
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Importing
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CRM Software - Features

• Database Management
• Customer
• Profiling
• Merging
• Importing
• Data verification / validation
• Company
• Parenting
• Profiling
• Masters

41
CRM Software Modules

• E-CRM
• Bulk e-Mailing
• Tracking e-Mails
• Routing e-Mails
• Direct Marketing
• Mailing activity
• Outbound / Inbound Calling
• Event Tracking
• Reports
• Profiling
• Issues
• Campaign / Source
• Multiple Criteria reports

42
CRM Software Implementations

• Call Centre
• Demo Fixing
• Selling Product
• Updations
• Tele Calling Agent Summaries
• Database
• Classification
• Sourcing
• Merging
• De-Duping
• Event Management

43
CRM Software Implementations

• Loyalty Programs
• Off line loyalty programs
• Backend data management
• Customer Evolve Goals
• Customer pleasing services

44
Software with a Difference

• Single Address for all Companies linked with
  Customers
• All Contacts (including Merged) made with a
  Customer would be visible as History to the Tele
  callers at any given point in time
• Importing / Exporting data from any source to any
  source
• Log to capture all transactions
• Availability of Locality masters along with city,
  pin, std - code state
• Identification of company abbreviations with full
  name to avoid duplication
• BBC British Broadcasting Corp

45
Relationship Front-End
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Relationship Programs
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Relationship Program - Online
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Customer Checks Online
49
Data Gets uploaded on Web
50
Integrating Sound Based Duplication

• Removing all (-,,) from text
• Checking for the sound spelled
• Example Sanjiv Sanjeev
• Marking it as Duplicate

51
Difficulties

• Importing of data due to non standard structures
• Example - Software captures data with Address1,
  Address2, Address3 and user is having address in
  one field.

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Duplicate Checking
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Directory for Replacement
54
Mass E-Mailing

• Bulk Emailing facility
• Customize Email
• Send it with attachments
• Customize sender name
• Email software not required (ie Outlook Express,
  Lotus Notes, Netscape etc.)
• Log file for Non-Deliveries
• Summary

55
Mass E-Mailing
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Bounced Emails Tracking
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Bulk Faxing
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Web Site Plans

• Web browser loyalty program
• Demo Module of CRM software to be made available
  on Web Site
• 30 days trial version
• Demo of Client case studies

59
Vision

• On Line help with database department
• Automated tool for CRM e-CRM
• Single software for all services provided by
  Evolve Brands
• Linking the EPABX (Electronic Private Automatic
  Branch Exchange) system with CRM package