C2CRM Solution Description
Role-Based Solution Description
C2CRM is a feature-rich, easy-to-use CRM offering for companies who want an integrated web-based solution to provide access to customer information. C2 consists of four strategic components grouped together to provide a comprehensive CRM solution: Relationship Management, Sales Management, Customer Service and Marketing Management. Understanding that different companies have different needs, the design flexibility allows customers to choose only the functions they need and grow the solution as their business demands.
Core CRM Module
The core CRM module is the “guts” of the C2CRM system providing the underlying baseline feature set needed to operate the system. It contains modules such as administration management, security/team management, reporting, mail/calendar integration, custom dashboards, workflow management, etc.
The Administration Management component of the system provides the ability to set up and manage user profiles in the C2CRM system and facilitate the following modules:
Managing customer data has never been easier. With Relationship Management, valuable customer information is in a central, secure repository for quick accessing and sharing by all customer-facing and support personnel, providing a unified customer experience. It is the heart of C2CRM, providing users with information about companies and the people within these companies. All field names and drop-down menus can be easily modified to the unique information requirements of the organization.
Activity Management provides users the ability to record, workflow and view archived and scheduled sales activities from customer communication to service related issues. Users have the ability to enter personal tasks as well as assign tasks to others.
Sales Force Automation
The Opportunities & Forecasting system allows a company to track revenue, margins, close probability and date, marketing events, and lead source. Furthermore, users can easily create high-quality pipeline and forecast reports in a matter of seconds.
With C2CRM Customer Support (Helpdesk) Ticketing, incoming requests and complaints are registered with detailed information including: company and contact information, time entered, amount of time before escalated (via workflow) to a higher support level, escalation hierarchy, and the time that the incident is closed or resolved. A work history section of the ticket records all work done by organizational users and date-stamps them.
Marketing Campaign Management provides a step-by-step process for the marketing program to be used to engage and sell to a prospect or existing customer. Workflow provide for automated task assignment. Collaborative marketing communications is accomplished via the customer’s preferred method of contact. You can personalize the promotion of your products and services based on a customer’s individual needs. Additionally, it measures campaign results (budget, revenue, profit, etc.)….from “lead” status to “opportunity”.