OVERVIEW
The Zimele Customer Relationship Management solution is a comprehensive platform that is able to drive key stakeholder management and relationship capabilities for customer or stakeholders, depending on the context. Our solution is loosely integrated with internal and external systems to ensure that the end to end business processes for the customer can be seamlessly driven and executed. Below is the reference architecture for the Zimele CRM solution.
Zimele CRM Architecture
Zimele Technologies follows the Accelerated SAP (ASAP) implementation methodology and approach for final delivery. The diagram below depicts the different phases as well as the key deliverables. The solution allows implementation of SAP ERP solution for mid-size organisation in three to six months.
Implementation methodology
Zimele Technologies uses the SAP Activate implementation methodology for deploying, upgrading or migrating to SAP CRM. SAP Activate is the next generation SAP implementation framework which utilises the Agile approach. It gives organisations the freedom to get up, run quickly, and innovate continuously with Solutions. SAP Activate is the guiding methodology for the Prepare, Explore, Realize, Deploy, and Run phase.
The Prepare phase provides the initial planning and preparation for the project. During this phase, the project is
started, plans are finalised, a project team is assigned, and work to start the project optimally is underway.
The Explore phase is where you perform a fit/gap analysis to validate the solution functionality, included in the project scope, and
confirm whether the business requirements can be satisfied. You will also, identify gaps and configure values, which will be added to the backlog and used
in the next phase.
The Realise phase is to build and test the integrated business and the system environment, using the business scenarios and process
requirements identified in the previous phase. During the Realize phase, data is loaded, operations are planned, and adoption activities begin.
The Deploy phase sets the production system, confirms customer organization readiness, and shifts business operations to the new system.
CHANNELS LAYER
The channels layer supports access to the CRM platform via different channels to ensure ease of access and a consistent experience across all channels for the users of the platform
Channels Supported:
- Telephone
- Fax
- SMS
- Webchat
- Apps
- Social Media
Integration Layer
The Zimele integration platform ensures that seamless integration of the channels to the back-end can be achieved
Core Features
- Integration to CRM core capabilities
- Integration to various ERPs from CRM
- Integration to external systems such as the banks and various institutions
CRM Core Layer
The CRM core layer drives the key CRM functionality and capabilities to ensure an effective customer relationship management strategy can be realised by managing customers and stakeholder end to end in terms of their lifecycle
Core Features
- Sales – allowing for various sales processes to be executed
- Servicing – allowing for enquiries after sales have been completed
- Marketing – allowing for marketing and campaigns to be built and sent to target customers
- Loyalty Management – allowing for management of loyalty points and interfacing to external loyalty management platforms
- Case Management – allowing for management of complaints and cases across many domains and industries
ERP Layer
The ERP layer is integrated into by CRM to allow for querying of critical customer data during the sales and servicing processes. This can be achieved on various ERP solutions and components through the integration layer
Reporting Layer
The reporting layer allows for CRM reporting to be easily achieved through comprehensive report views that combine data from the ERP and CRM.