Our Customer RelationshipManagement (CRM) solution provides a comprehensive platform that can drive key stakeholder management and customer relationship management capabilities. Our solution is loosely integrated with internal and external systems to ensure that an organisation’s end-to-end processes are seamlessly executed.
We follow the Accelerated SAP (ASAP) implementation approach for final delivery. This diagram depicts the different phases as well as the key deliverables of our CRM solution architecture. Our solution allows the implementation of SAPERP solutions for a mid-size organisation within 3-6 months.
This layer supports access to the CRM platform via different channels to ensure ease of access and a consistent experience for all users.
Telephone
E-mail
Fax
SMS
Webchat
Applications
Social Media
Our integration platform ensures the seamless integration of all channels to the back end.
Features
● Integration to CRM core capabilities
● Integration to various ERPs from CRM
● Integration to external systems such as banks and various institutions.
This layer drives key functionalities and capabilities through an effective CRM strategy, managing the end-to-end life cycles of both customers and stakeholders.
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
This layer allows for the querying of critical customer data during sales and servicing processes. This can be achieved on various ERP solutions and components through the integration layer.
This layer allows for CRM reporting to be easily achieved through comprehensive report views, combining data from both the ERP and CRM solutions.
With this layer, companies can offer their customers a payment option that ensures the effective reception of payment, catering for “bad-payers”.
