eCRM
Objective
SYSPRO CRM puts the customer at the
center of the business model and closes the collaboration and
information loop, creating a 360-degree view of the
relationship. eCRM is a new flavor of SYSPRO CRM, bringing the
power of CRM to the mobile user via the Internet.
The Value of eCRM
- With eCRM, SYSPRO adds an important
component to its SYSPRO CRM solution technology, enabling users to
add additional value by leveraging the power of the Internet to
give mobile employees the same advantages as those working at the
office.
- Salespeople and employees alike have
embraced the global community idea and today work outside the
office as well as within. Whether employees travel to their
clients or work from satellite offices, they must have a way to
share information with their respective headquarter
organizations. SYSPRO has developed such a solution
for SYSPRO CRM. It's called "eCRM."
- Mobile users may access eCRM from
anywhere. Because eCRM is accessed through a standard web
browser, issues relating to platform dependencies and installation
become redundant. Gone are the hassles of upgrading every
employee's computer. Gone is the need to use specific
computer types to run the program. Thanks to the Internet,
users can access critical data residing on the company's computer
system from a PC, Macintosh or even a Palm PDA. All the user
requires is a link to the Internet and a web browser.
- Mobility in computing has evolved
and brought about the Personal Digital Assistant (PDA).
SYSPRO CRM also recognizes the power of wireless mobile users and
PDAs. Once again, platform dependencies are not an
issue. eCRM can be accessed from a variety of PDAs,
including Palm and PocketPC systems made by such companies as
Palm, Handspring, Sony, Hewlett-Packard and Compaq. The only
requirement is that the user has access to the Internet.
Most PDAs today can easily access the Internet via modems and cell
phones. The formula is simple: PDA + Internet = eCRM
access.
Components
To facilitate ease of information
access, eCRM consists of three major portals: Web Marketing
Portal, Mobile Employee Portal and Customer Service Portal.
Web Marketing Portal
Corporate websites attract potential
customers as a result of marketing campaigns and other promotional
efforts. eCRM provides a way to 'capture' an interested party's
information, automatically storing the data in SYSPRO CRM as a
potential lead. With eCRM processing, the prospect can start
even before you come into the office. A simple setup even allows
non-technical staff to easily generate a custom lead capture web form
on the fly. Lead Capture has never been so easy!
- Map any HTML field to any SYSPRO CRM
field
- Check for duplicates and apply logic
for creating/updating account records
- Log information received via web
forms as activities in SYSPRO CRM
- Automatically trigger conditional
follow-up processes
- Generate basic HTML forms or link to
existing ones
Mobile Employee Portal
Mobile computing allows companies to
conduct business anywhere in the world. eCRM provides mobile
users access to needed information any time of the day, inside or
outside the office.
Salespeople must no longer carry a
heavy computer. Client sites, home computers and even internet
cafes offer a portal to needed data resident on a company's
computer. Need that last-minute account profile before
take-off? Just pop open a laptop or wireless PDA and view or
modify any information with your company on a real-time basis.
The Mobile Employee Portal is designed to accommodate whatever device
used, regardless of screen color or resolution. All the
functionality of SYSPRO CRM is translated to the Mobile Employee
Portal.
While users will find a layout similar
to that of the SYSPRO CRM Dashboard, the Mobile Employee Portal
features a new look that serves to optimize Internet technology.
Portal integration even enables PDA users to view a new lead as it is
being generated.
The eCRM Employee Portal provides
access to the following SYSPRO CRM Dashboard functions:
Calendar, Tasks, Accounts, Marketing, Sales and Service.
Customer Service Portal
Because eCRM gives the customer a
greater degree of control over problem resolution, the service
technician is free to deal with more serious issues. Customers
have the ability to view a knowledge base filled with common issues
and resolutions, often discovering an immediate solution while
avoiding service charges.
The Customer Service Portal also gives
the customer a way to initiate a Service Ticket and check on its
status. Since SYSPRO CRM maintains records of customer-related
issues and problems, service technicians have ready access to all such
data, greatly facilitating their abilities to solve problems.
- Create Service Tickets from anywhere
at any time
- Verify the status of any submitted
Service Ticket
- Share sharing information online
with technicians
- Locate answers to common problems
via a web-enabled knowledge base interface
- Reduce wait times and increase
satisfaction
Configuration Information
- Each eCRM installation can support
up to 100,000 web transactions per day for 10 to 100 concurrent
users, users depending on the intensity of usage
- Supports LINUX, Microsoft and
Netscape web servers and requires an installation of SYSPRO CRM
(Professional or Enterprise Edition)
© 2002 Syspro. All
Rights Reserved. All trademarks are recognized.
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