our solution

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 technologies

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 organization in three to six months.

Core Features

Billing of Energy (such as electricity and gas) and Services (such as waste and sewage). The billing solution allow for :

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
E-mail
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 realized 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.

Prepayments

With prepayment, companies can offer their customers a payment option either for bad payers or use it as a competitive advantage by offering it for customers as a payment method of choice.