Customer Relationship Management Software in chennai

Customer relationship management (CRM) systems has emerged as a way for businesses to streamline customer-related processes across functional areas, increase the efficiency and effectiveness of customer transactions at all levels, and optimize service quality at each touch-point. Within the CRM world, there are many types of solutions, each having their own flavor, and each meeting different business needs.

 

Modules of Dacam CRM

• Sales Force Automation

  • Leads / enquiries management

  • Opportunity / potentials management

  • Competitor analysis

  • Win/ loss analysis

  • Sales forecasting/ targets

  • Performance dashboard

  • Customer/ vendor contacts

  • Customer accounts

  • Calender, events planning & followup sales cases

  • Travel claims & expense tracking

 

• Order Management

  • Quotation/ sales orders management

  • Products, categories tracker

  • Vendors / purchase order management

  • Invoices management

  • Delivery/ implementation tracking

  • Payment receivables tracking

 

• Customer Support/ Service Management

  • Customer support/ service tickets tracker

  • Issues/ defect tracking

  • E Mail/ SMS notifications

  • Solutions master

  • Annual maintenance contracts (AMC)

 

• Marketing Automation

  • Marketing campaign management

  • Campaign response tracking

  • Campaign analytics

  • Campaign wise revenue tracker

  • Personalized offers to customers

 

• Business Process Management

  • Large deal, important enquiry alert

  • Support issue escalation alerts

  • Payment reminders to clients

  • AMC renewals reminders

  • Business Work Flow Rules

  • Work Flow Alerts

  • Automatic Field Updates

  • Formula’s & data comparison

  • SMS, E Mail triggers on work flow

 

• Migration/ Legacy Integration

  • Excel import/ export

  • Duplicate removal during import

  • Feild & record merge

 

• Data Security & Administration

  • Screen level security

  • Field level security

  • Profile based security

  • Group level security

  • Organization hierarchy(roles)

  • Granular data sharing rules

  • Audit trail

  • Login history

 

• Reporting Builder

  • 50+ Predefined reports

  • Customizable dashboard

  • Sales, marketing & service analytics

  • Custom reports using report builder

  • Report grouping, summation & customization

  • Count, matrix & summary reports

  • Date wise, monthly, quarterly reports

  • Automatic report scheduler

Every sales cycle is a complex, multi-faceted process made up of numerous inter-related tasks. From prospecting, contact management, and sales forecasting, through order processing and tracking and performance analysis, these tasks must work seamlessly together in order to ensure smooth, efficient end-to-end sales operations. However, while all these components are critical, they are often time-consuming and labor-intensive, distracting sales staff from their primary objectives – to work with potential clients, close business, and expand the customer base.

 

What is Sales Force Automation?

Sales force automation (SFA) is designed to streamline all facets of the sales process, replacing manual, disjointed, and redundant tasks with simplified and tightly-aligned procedures. SFA leverages advanced technologies to enhance collaboration and information-sharing and automate critical sales-related activities. Sales force automation is a vital, must-have component of any Customer Relationship Management (CRM) strategy. When closely aligned and integrated with marketing and customer service automation systems, SFA becomes an integral part of CRM operations, allowing your company to more effectively manage customer interactions across all touch-points, so you can enhance satisfaction, and improve loyalty and retention.

 

Key Benefits for Your Company

Sales force automation provides dramatic productivity increases. Field reps spend less time managing contact data and trying to keep track of their sales opportunities. Territory managers have faster, more accurate insight into the activities of their staff. And, sales analysts have instant access to the information they need to generate precise forecasts and track results. With sales force automation, your company can accelerate sales cycles, close more business, boost revenues, and increase market share. SFA can also help to expand your profit margins by reducing the costs associated with customer acquisition.

Does My Company Need Sales Force Automation?

Sales force automation is ideal for any company with intricate sales processes that require coordination of activities among numerous staff members or across multiple departments.

In many businesses today, the data needed to complete a sale resides in multiple locations – usually on several different desktops or in disparate front office applications. With SFA, all those involved in your sales cycles will have access to a single, centralized repository of detailed, up-to-date sales information. Communication is improved, workflow is streamlined, and resources are fully optimized.

Key Features:

• Manage leads ,contacts & focus on important sales leads

• Monthly, Quarterly, Yearly Sales forecasting

• Track sales team activities, reports & progress

• Track opportunities & prioritize as per size & expected close date

 

Today’s marketing professionals are faced with a constant demand to deliver a high volume of qualified leads to the sales forces they support. With competition across all industries at an all-time high, and buyers who are becoming increasingly fickle, marketing teams must implement more frequent and more complex campaigns in order to reach and communicate with their target audience. But, as strategies rapidly shift and budgets tighten, and traditional programs like trade shows and advertising are quickly replaced with new initiatives such as pay-per-click campaigns and search engine optimization, putting effective marketing strategies into motion is more challenging than ever before.

What is Marketing Automation?

Marketing automation systems, also referred to as marketing information systems or enterprise marketing management systems, streamline, automate, and enhance the planning and deployment of marketing campaigns and promotions. With a marketing automation solution in place, a company can improve every facet of the lead generation process and better manage their communications across channels. Marketing automation solutions empower sales and marketing teams with the tools and technologies they need to effectively segment and manage prospect and customer databases, execute targeted and effective programs, track leads, analyze results, and accurately measure return on marketing investment.

When linked closely with sales force automation, customer support, and other customer relationship management (CRM) systems, marketing automation can provide complete visibility into the closed-loop lead process. With this type of comprehensive CRM infrastructure in place, data can be synchronized between marketing, sales, and customer support teams, so companies can track a contact and its activities from the instant communication begins throughout the entire sales and customer life cycle.

 

Key Benefits for Your Company

With marketing automation systems, your marketing staff can eliminate the tedious, cumbersome manual tasks they are burdened with today, and minimize the overlapping or redundant procedures that waste time and money. Additionally, because all the tools and information they need to launch a campaign will be at their fingertips, your marketing team will be more agile and flexible, able to react instantly to shifting strategies and changing plans.

Marketing information systems can also enable the kind of intelligence-driven planning and execution that can dramatically improve the effectiveness of programs and initiatives. The historical campaign information these systems contain can provide valuable insight about what works and what doesn’t, so your marketing team can make better, more informed decisions regarding future promotional activities. Campaigns will be more targeted and more relevant, response and conversion rates will jump, sales cycles will shorten, and return on investment in marketing activities will be accelerated.

 

Does My Company Need Marketing Automation?

Any company that relies on a mix of marketing activities (i.e. direct mail and email campaigns, trade shows and events, advertising, Web and search engine optimization programs) to secure solid sales opportunities will benefit greatly from a marketing automation system, which will help integrate and coordinate the various ongoing activities to optimize results.

Key Features

• Create campaign for measuring marketing performance

• Create multiple campaigns such as email, advertisement for lead generation

• Track response, results, expense for campaign & measure return on investment

• Generate report on date wise, source wise, user wise campaign performance

Customer service automation helps you to manage customer complaints centrally. All customer complaints can be logged into the system with simple reference number and can be linked to customer account module for reference. Support tickets can be prioritized as per need and will be useful to plan service support staff work schedule. Customer visit details can be tracked along with customer tickets and time spent on all support tickets can be used for report generation. Service calendar functionality can be used for planning service calls based on staff availability.

 

Key Features

• Track customer complaints centrally

• Plan service support staff work schedule as per support priority

• Generate reports on time spent on each support activities with visit details

• Manage Maintenance contracts for customer service activities

• Service staff event calendar can be used to plan service staff availability

Ticket Management

• Create support tickets for customer issues

• Link all support activities in customer accounts for better visibility

• Track all support visits with issue status

• Document all ticket resolutions with solutions for reference

• Activity, call planning for support staffs

• Generate report on support activities

DACAM CRM offers you a complete customer relationship life-cycle management software for managing Sales, Marketing, Customer Support, and Inventory activities in a single system. It is simple to use, yet packed with features for automation, customization, integration, and collaboration that allow you to grow your business and have a 360-degree view of your customer interactions.

Most lead generation programs do not fail to generate demand but rather fail to capture and manage that demand until it becomes genuine opportunities that convert into sales. In fact, 80% of early stage leads that are poorly managed often end up lost, ignored or discarded. Too much time and money is spent on generating leads only to have them neglected. Lead Management is the process that consolidates leads and inquiries from all sources, then qualifies, nurtures and converts them into Potentials is necessary for maximizing your investment in lead generation. Working with Leads using DACAM Lead Management Software..

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  •  

    • Get in - Identify the right people in the right companies

    • Stay in - Establish a memorable dialog and set the stage

    • Qualify - Ask the right questions

    • Nurture - Stay engaged with relevant content and timely conversations until they're ready to convert

    • Optimize - Leverage the value of your leads and inquiries to generate more revenue and ROI

Gain real-time and accurate visibility into pipeline and forecasts Boost sales efficiency by effectively collaborating with team selling Monitor sales team performance against quotas based on real-time invoices and cash sales collected by your accounting team Increase the value of your customer relationships with a true 360-degree view of the customer, including all sales interactions, support cases, and financial transactions Accelerate the customer lifecycle from lead to opportunity to order to cash Let sales reps generate their own quotes and book orders, with real-time visibility into back-office data Provide deep insights into activity and business performance through real-time dashboards

Marketing management helps you to acquire leads and measure the cost of acquisition and return on investments. Marketing campaigns can be created for measuring response from a specific time bound marketing activity.

Marketing campaign could be email based or paper advertisement or any other source. Cost of the campaign, responses from the campaign & results can viewed in single report and return on investments can be tracked. Reports on date wise, source wise, user wise campaign performance can be generated anytime for comparative study.

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  • Campaign for measuring performance

  • Multiple campaigns

  • Track response, results, expense

  • Report on date, source, user wise campaign

  • Consolidated Campaign Performance

Best-in-class customer service management and support helps you to not only reduce costs and improve customer retention, but with the right processes, it can be a vital tool for upselling and driving more revenue.

 

• Track customer satisfaction in real time in order to address problems immediately and enable better customer retention

• Provide support teams anytime, anywhere access to customer information—ideal for remote support employees

• Link sales, service and fulfillment organizations to drive more revenue

• Accelerate case resolution times by providing support reps with complete customer visibility

• Increase response accuracy and reduce response times with an integrated knowledge base

• Use case escalation rules to ensure that your most valued customers always receive the proper levels of support

• Stay on top of your support team's performance with real-time case data delivered directly to your NetSuite dashboard.

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  • Contact management means a well organized contact data, viz. communication with clients, meetings, calls, email, as well as interactions through websites. DACAM CRM's contact management stores all these important information, letting you retrieve it quickly and easily. Contact manager modules can help you in the process of acquiring customers as well as procuring products from various vendors. In this sense, contacts can be associated to accounts as well as vendors for a business.

• Give customers real-time access to such data as order status, order status tracking and return authorizations

• Drive more return visits and greater customer loyalty

• Give customers the ability to enter trouble tickets online 

• Customize content to create a true one-to-one marketing platform, letting you publish information to specific prospects, customers or entire groups.

 

With business processes governing more complex relationships and interacting with many different business systems, companies need an easy way to manage and improve their processes. Several factors make it difficult to manage these processes in human resources, finance, compliance, and other business functions. Paper-based processes and business system silos prevent information and approvals from passing across departments easily Limited IT (internal or outsourced) resources burdened by complex system installations that require too much time and trouble-shooting and by an ongoing assault of help desk requests. Difficult-to-define business problems. When different stakeholders have different views of a problem and the description and scope of the problem often changes, finding a solution through a traditional linear process may not be possible. For workers in organizations that must process and manage a heavy workload of requests as part of their job, workflow software helps them handle those requests more efficiently and quickly. DACAM workflow management software allows public and private organizations to automate document intensive, approval-based processes across departments and systems. Business users and process experts with no programming experience can design and run workflows. It delivers the following benefits:

• Radically Reduce Paperwork

• Use Resources More Efficiently

• Improve Business Outcomes

In many organizations, Help Desks are becoming the central area for end user support. Being an integral part of the Information Technology Support function can be challenging, frustrating, and exciting all at once.

• Reduced Support Staff Time: Customers/End Users can easily submit a support request through your web site or company Intranet/Extranet.  These requests are automatically added to the Help Desk ticket queue, reducing the number of inbound support calls and eliminating the ticket creation process by your help desk support staff.  Of course, your support staff can manually add help desk tickets as well.  Through the help desk, customers/end users can also track the status of their request through your web site.

• Organize & Track Requests Across Departments: Help Desk Software Management allows each department or group within your organization to manage their own support/request/project queue.  Global managers can view/manage all queues through the help desk.

Marketing management helps you to acquire leads and measure the cost of acquisition and return on investments. Marketing campaigns can be created for measuring response from

a specific time bound marketing activity. Marketing campaign could be email based or paper advertisement or any other source. Cost of the campaign, responses from the campaign & results can viewed in single report and return on investments can be tracked. Reports on date wise, source wise, user wise campaign performance can be generated anytime for comparative study.

 

 

Key Features

• Create campaign for measuring marketing performance

• Create multiple campaigns such as email, advertisement for lead generation

• Track response, results, expense for campaign & measure return on investment

• Generate report on date wise, source wise, user wise campaign performance