Customer Relationship Management CRM

“We blame it on the technology for the increased emphasis on CRM”

With the power of Internet and the technology diffusion to reduce time and distance factor for communication, today’s consumer is looking at instant access to information from where they want and how they want.  His expectations have taken new heights and he is always looking at easier and more convenient ways of obtaining information he / she seeks.

Industries have realized that the performance / price graphs have to be in inverse ratios. Growing stress is on services rendered at lower costs and at the highest efficiencies. The current days technology by far has reached this ratio point, which enables them to deliver. 

We consolidate, analyze and manage information, taking the consumer’s interests and needs in a time-bounded framework.

It simply does not matter which industry you belong to, because not addressing these issues would mean a rapid slide down of revenue and client base. So how many customers can you afford to lose?

Customer relationship Management is not a single application but a series of applications working on discrete business processes, collaborating to provide a complete view of how the customer interacts with a company's products. It provides insights to consumer behavior patterns and allows the company to make decisions and forecast based on these predictions. International Data Corp. (IDC) sees worldwide spending on CRM services reaching more than $125 billion by 2004, up from about $34 billion in 1999. Prudently this is a big chunk of market

m-CRM is fast picking up now to facilitate better customer interactions at reduced latency time. Instant information is the

buzzword. A medical practitioner has access to the case histories, medical records and the treatment analysis of his patients in a mobile CRM application that is built in his PDA. He can respond faster to his patients without the need to access the central repository. Scanners and BP meters are built with mechanism to get connected to the PDA.

Basic checking now is possible through the PDA’s now.  The solution we provide interacts with any ERP, SAP application at the Central Server and the consumer can update his information from time to time through wireless modem or with even a ordinary telecom connection.

Integrating wireless sales, marketing and support applications into a central ERP application or major contact centers is critical for organizations to optimize the customer experience and bring wider scope and coverage at customer touch points. We have found a big gap that the sales executives experience due to the inaccessibility to the latest rates or discounts when on move. Our EIS application built on the CRM structure allows the executive to carry with him the most vital information of the client always. The sales forecast of the clients can be logged in to the mobile system from which the executive can decide if the next supply is due. For example he can conclude that the supply of cotton garments has to be doubled to a specific store because of a big increase in the sale, which he can monitor in his mobile application, which is being updated by a central ERP application.

What we address here is that the mobile devices are not merely communication equipment for messages and text but can also perform high-end calculations for a medical practitioner or a sales executive. These are intelligent systems, which have the capabilities to embed applications, which will substitute most manual operations. The highlighted aspect is the functionality they bring to an executive, enhancing his skills by reducing his effort to access information. If building applications is one thing doing it the customer centric way is our legacy.