Benefits

• Manage your customer and contact records.
• Track sales opportunities using forecasts and pipelines.
• Ensure timely resolution of customer service and support incidents.
• Monitor the effectiveness of your marketing campaigns.

Features

• Manage information about client Companies;
• Keep information about Contacts within a Company;
• Track relationships between Contacts and/or Companies;
• Initiate and manage marketing Campaigns;
• Initiate and manage Cases, Opportunities and Activities related to Companies and Contacts;
• Upload and attach files to Companies, Contacts, Activities, Campaigns or Cases;
• Implement and use workflows and business processes for supporting customers;
• Generate activity reports for tracking pipeline statistics ;
• Integrate with your phone, email, website, and other critical systems; and
• Customize and administer the environment.

Functionality

• Customer Management  Contains a very complete set of fields for tracking Companies, their Contacts, and a wide variety of information about them.
• Sales Force Automation  Provides extensive support for tracking Opportunities and Leads through the selling cycle.  Allows configurable sales processes and supports different processes depending on the opportunity type.
• Customer Support  XRMS uses Cases to track client support issues. Cases are completely configurable and can be associated with workflows and role assignments.
• Campaign Management  Campaigns are marketing-related activities, such as direct mailings or conferences, and are directed towards generating leads. XRMS provides basic campaign management functionality for tracking leads generated through the sales process. This functionality is currently in active development.
• Correspondence Management  Users can send e-mails to company contacts, and may use either standard or custom templates. Templates can be easily created to contain pre-written text that may be altered prior to being sent.
• Customer Interaction and Activity Tracking  Provides tracking for any action taken by users that puts them in touch with a contact in a company (e.g., calls, letters, meetings, and e-mails). Activities are linked to Companies and Contacts and can also be related to Campaigns, Cases and Opportunities. Activities may have multiple Participants from different Companies.  Reporting and AnalyticsThe browser interface provides flexible displays of data that allows for sorting and grouping of data, reordering or hiding columns, and exporting table data for analysis. Some standard reports are included, but custom reports can also be created. Reports may also be generated with third  party business intelligence tools, such as Crystal Reports.
• Document Management  Files and folders may be attached to any entity. Files may be of any type, and PDFs and MS Office files are fully searchable.