Account Management (CRM)
“Our Putting Customers First” is the driving force behind all companies…with technology and the Internet, you can interact with customers and deliver value more efficiently and effectively that keeps them coming back.
In today’s highly competitive environment, customers are raising the bar on a number of fronts, including product customization, delivery speed, individualized packaging options, customized transportation choices and customized service. They expect to be able to talk to anyone in the organization and have a sense of community knowledge about whom they are.
A Customer Relationship Management (CRM) System records all customer communications and organizes that information so that everyone using the system has access to the same customer interaction information to use to assist the customer. It should be more than just a Rolodex loaded with Names, Addresses and Phone Numbers.
In the past, the Customer Relationship Management software system was completely separate from the backoffice, accounting, distribution, and manufacturing software system – separate software, separate data, and separate users in the organization. The limitation of standalone CRM systems is that they do not provide a single integrated source of information about the customer.
In order to better serve customers, your staff needs to be able to identify past and current customer service issues, communications, order status, order fulfillment history and product availability. All of this data and more needs to be instantly available to your staff and sales personnel (all of staff that interacts with customers) so they can better assist your customers.
Exact’s Synergy software provides real time links to this data for your staff to identify opportunities and help solve business issues. With the widespread adoption of the Internet, customers more and more expect to be able to access information 24×7 so they can identify product availability, specifications, and order status information. Websites that provide customers this type of content and knowledge tools are becoming expected service offerings from their suppliers.
Finally, in today’s competitive global environment, most companies have limited Sales Opportunities whether to new prospects or their existing customer base. And in a multimedia world, it is becoming more and more difficult to attract new sales prospects. This means sales processes and marketing programs need to be better managed, each opportunity needs to be tracked through the sales process from lead to close, and management needs to achieve much higher visibility into future business and create greater predictability on future business.
An integrated CRM and Enterprise Resource Planning (ERP) system can track and manage the success of their orders based on the selling process and ultimately improve sales closing ratios.
The more you know about your customer, the higher the quality of your customer service, account management, and sales efforts. Synergy puts all the relevant information about your customers at your fingertips. It’s available anytime, from anywhere with secure access through a Web browser. All the information your organization has gathered about a customer is available from the customer account card, including your account manager’s visit reports, helpdesk contacts, order history, accounts receivable, and more.
Synergy also helps you manage all of the information you need about future customers during your marketing and sales efforts. All of your marketing activities can be controlled in the same system including list management, budget tracking, project deliverables, and results. A real-time overview of the suspects, leads, sales, and revenue forecasts is simple and easy to create.
- Access all customer contacts, correspondence, transactions, and activities in a single central database, securely from anywhere via the Internet or intranet.
- Search for individual customer records or segment target customer groups using as many as 50 variables, including industry, company size, location, project, and custom defined fields.
- Provide an online portal for your customers to log in and check status reports, billing details, work in process, and submit requests.
- Manage marketing activities effectively with advanced project, scheduling, budget, reporting, and workflow functions.
- Use the mail merge function to generate automatic communications to customers and prospects.
- Use integrated functions for complaint management and customer satisfaction surveys linked to your CRM information.
- Generate automatic follow-up activities and reminders using the Exact Event Manager.
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