Q: Does CRM allow me to configure processes based on my company’s business model?
A: CRM is highly configurable and supports a wide variety of business processes. CRM uses an approach of steps and tasks.
Workflow steps are the processes that need to be followed in order to bring a case to closure.
You develop Workflow steps that are required in your company’s business model. Then assign the steps to your cases.
A case cannot be closed until the required steps have been completed.
By configuring CRM to support your business model, you automatically get staff to adhere to required processes.
Q: How does CRM help my staff manage cases?
A: CRM provides a complete solution for case management. You can enter all information relating to a case into CRM, including Customer, tasks pending or taken with regard to the case, and all financial transactions. CRM provides up to the minute reports, case histories, and next steps.
You can also use CRM to record all your communications with Customers and you can upload any other documents relevant to the case to store in the online file.
Q: What if I want to share case information with my Customers?
A: CRM allows you to assign login permission with limited scope to Customers and other points of contact with whom you wish to share case information. This feature allows you to share important information with Customers while preserving privacy for company proprietary data such as financial information.
Because the web-based interface is so easy to use, you won’t need to waste time training Customers on the system. Because the system is online 24/7, remote Customers in different time zones can access the system at their convenience, and get up to the minute status on their cases.
Q: How does CRM keep track of case history?
A: When you use CRM to enter all the steps and tasks you are taking in your cases, you will have a complete recorded case history. You can add notes to the case at any point to record phone conversations or other external communication with Customers and case contacts. Use CRM to manage every aspect of the case, including communications with creditors and subjects. Whether the case is closed or still open you can see all tasks taken with regard to the case, all financial transactions and all communications. CRM keeps track of all tasks taken to resolve a case or bring it to closure. The more you use CRM to manage your cases, the more complete your case history will be.
Q: Do I need to hire specialized systems administrators to manage and configure CRM?
A: Maintaining CRM is very easy. Because CRM is a web-based solution, we do the hard work for you by managing CRM servers behind the scenes. Any member of your staff can quickly and easily learn to configure CRM by adding your company information, default case information and users to the system. You don’t have to be a computer expert to manage the CRM system.
Q: How can I share case information with remote colleagues using CRM?
A: CRM operates in real time. Once you enter information into the system it is automatically available to other users no matter where they are located, as long as they have internet access and permission to use the system.
Keep sales staff and case workers informed of late breaking information by sending emails and posting notes. Enter steps and tasks that you have taken in your cases. Other users can run reports, look up status, read notes, and enter their own information into the system as things happen.
Q: Can I use CRM while I am on the road?
A: Because CRM is a web-based system, you can use it wherever you have an internet connection. All you need is your username and password and the URL to access the system. There is no client application to load so you don’t even need to have your own laptop with you to get full access to your case information, status, reports and case contacts information.
Q: I often have paper notes and hard copy documents relating to a case. Can I attach those to my CRM cases?
A: CRM lets you store all documentation related to a case. You can scan in hard copy documents to share them instantly with remote colleagues, and provide a complete document record for every case.
Q: Some of my cases are complex. Does CRM support complex cases with multiple subjects?
A: You can break any large case into sub-cases to make it easier to manage large cases or assign different parts of a case to different users. You decide where it makes sense to make the divisions. Each sub case has to be closed in order to close the case, so you won’t lose track of any details if relating to your cases. You can set different defaults, steps and tasks for cases and subcases, so you can manage each sub case uniquely according to your needs.
You are in charge of the configuration of your CRM system and you can define defaults or override defaults at any time to meet your needs.
Q: How long will it take me to train my staff on how to use CRM?
A: CRM interfaces are easy to use and intuitive to follow. New employees, or employees new to CRM, will be able to start using it right away. Over time they will become increasingly more efficient at managing cases and communication with contacts.
Handing off a case from one worker to another is especially easy because CRM lets you keep a complete history of steps, tasks and transactions as well as contact information and communication for the case.
Q: Does CRM keep records of communications with Customers and subjects?
A: As long as you use CRM for communication you will have a complete record of all communications relating to a case. You can also add your own notes to expand on the information sent in emails
Letter templates make it fast and easy to communicate with a variety of different points of contacts, from vendors to subjects, on a variety of different topics. Letters are completely tailored to your specific business needs.
Q: How does CRM support my business across different time zones and different countries?
A: CRM is on line all the time, 24/7. All you have to do is make sure you enter the information you want your colleagues in other time zones to be aware of. When they log in, no matter what time zone they are in, they are going to get up to the minute information about what is going on with the case.
Q: What if I need to bill my Customers in another currency?
A: CRM supports currency conversion in multiple different currencies. When you want to status the financial picture you can roll all transactions up into a single master currency. You can send invoices and receive payments in any currency of your choice.
Q: Can CRM track my company’s financial transactions?
A: CRM takes care of all your company’s financial needs. You can send invoices, set up and send purchase orders to vendors, track financial transactions with Customers, creditors and subjects and build reports to status financial records.
By keeping all your financial transactions in a single system, you can use CRM to analyze business trends, watch sales opportunities and find out what areas of your business are making money and what areas are not generating income.
Q: What if I just want to keep track of leads and sales opportunities?
A: Our Sales System module integrates completely with our Case Management System and allows you and your staff to add leads and track sales opportunities. You manage sales opportunities as you would cases, by entering steps and tasks. Managers can see at a glance what sales representatives are working on. See instantly which opportunities are going to be financially beneficial, and which opportunities are not panning out or not receiving enough attention.
Q: Does CRM help me stay in touch with Customers?
A: CRM offers a complete communication capability. You can send emails directly from the system to Customers, creditors and subjects. You can copy and blind copy anyone you want to keep informed. Using letter templates that you create for your company you can quickly formulate any type of correspondence and send it out. You can also generate .PDF files that can be printed and mailed through your company’s normal channels.
You can send quick notes or complex instructions through CRM. You can attach invoices and receipts to emails and, what’s more, you will have a complete record in the case file for all correspondence.
Q: Can I generate up to the minute reports using CRM?
A: As long as your staff is updating case information in CRM, you can get up to the minute reports for all cases in CRM. CRM comes pre-configured with a wide range of reports to accommodate a variety of status needs. You can also create your own customized reports as you wish.
Q: We have hundreds of cases in progress. How can CRM help me manage ongoing cases?
A: You can use the batch upload feature of CRM to load all your ongoing cases into the system rapidly.
Q: What if the CRM System goes down? Will I lose my case information?
A: You will never lose case information. The CRM servers are maintained with full disaster recovery capability 24/7. You can use CRM with confidence that you won’t ever lose your case histories.
Q: In addition to case management how else can CRM help my organization?
A: CRM offers modules to support every aspect of your business. We offer the following modules:
> Telesales-Prospecting for lead generation
> VoiP
> SMS Messaging