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INTRODUCTION |
 Customers
are critical for an enterprise. Methodologies to
capture, retain and enhance the profitable customers
are critically important for a modern enterprise.
With the advent of e-commerce comes the increasingly
intensive market competition. As global competition
has increased and products have become harder to
differentiate, companies have begun moving from
a product centric view of the world to a customer-centric
one. On the other hand, technology has ripened to
the point where it's possible to put customer information
from all over the enterprise into a single system.
Since network and Internet technology has matured,
CRM software has found its place in the world.
Based on the before-mentioned design thinking, Ebanswers
Network Technologies CO., Ltd developed the ebanswers
CRM, which is made up of eight modules as System
Configuration, Business Manegement, Forecasts, Reports,
Documents, Products, Calendar, Services, and Setup.
It can perfectly meet the customer relationship
management demands of modern companies.
Ebanswers CRM can continuously improve customer
relational operation flow involved in the applications
for sales automation, customer service & support,
and marketing automation.. Ebanswers CRM enables
you to forge strong relationships and increase customer
satisfaction. Trough the usage of ebanswers CRM,
you can immediately boost the profitability of your
sales organization by increasing revenues and reducing
operational costs.
Ebanswers CRM is not just a software product; it's
a commercial stratagem and managerial concept. Ebanswers
CRM runs on the network platform of large-scale
enterprise. Based on the Windows NT and SQL Server
7.0, it utilizes the advanced XML language to implement
data format customization and data exchange between
different systems. Used in association with data
warehousing, data mining, call centers and other
intelligence-based applications, ebanswers CRM allows
companies to gather and access information about
customers' buying histories, preference, complaints
and other data so they can better anticipate what
customers will want. The goal is to instill greater
customer loyalty. Companies can benefit a lot from
ebanswers CRM on the following aspects:
Faster response to customer inquiries
Increased efficiency through automation
Deeper understanding of customerss
Increased marketing and selling opportunities
Identifying the most profitable customers
Receiving customer feedback that leads to new and
improved products or services
Obtaining information that can be shared with business
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| BASIC
FUNCTIONS |
On completely analyzing
management of customer relationship and comprehensively
allowing for the customers' requirements and advanced
management experience from international and national
also, the Management Experts and Programmer of Ebanswers
Provided you with ebanswers CRM, which mainly consists
of eight modules as following:
Business Management, Forecast, Reports, Documents,
Products, Calender, Services, Setup.The perfect
usage of these modules enable you to forge strong
relationships and increase customer satisfaction,
while dramatically streamlining support operations.
Customer Management:
This module predigests the procedure of daily business
management, reflects the evolvement real-timely
and update data timely according to the improvement
of the business. You can view and update information
on:
Accounts
- detailed information on specific companies.
Contacts
- contact information for individuals associated
with your accounts.
Leads
- detailed information on prospective clients.
Opportunities
- specific sales you're pursuing at individual accounts.
Leads are captured, recorded, and routed to the
appropriate person whether they come from the Web
Site, telephone, or other sources, you never miss
a single sales opportunity, and you always know
the best sources for finding highly qualified prospects.
In addition, if you determine that a lead is "qualified,"
you can convert the lead into an account, contact,
and, optionally an opportunity. For unqualified
leads, they can simply be closed and provided information
to be reported on which types of leads are not viable.
Each account stores important information, such
as the business name, address, phone numbers, and
type of business. For each opportunity, you can
store and track information such as its potential
size and the stage of the opportunity. By adding
opportunities, you will also be building your sales
that will contribute to the forecast.
Competitors can be tracked in a pending sale by
listing their names for each opportunity. The sales
can conveniently distinguish the phrase that your
customer relationship staying in and make the next
strategy accordingly.
Forecasts:
A forecast is your best estimate of how much revenue
you can generate in a given quarter. Because the
sales pipeline is completely transparent and continually
updated in real time, everyone in your organization
- including field sales, manufacturing, purchasing,
and corporate executives - possesses a clear, reliable
understanding of near-term future events, and can
focus their resources accordingly.
You can prognosticate and manage the sales employment
in your company, and do the relative arrangements
such as sales quota, closed forecast amount, best
case amount. You can also track through the pipeline
dynamically and display the closed quota and sales
processing stage in time.
Reports:
The easy-to-use reporting and analysis tool allows
any user to run standard reports or create customized
reports to gain valuable insight into your customer
relationships or business. It provides insight into
statistic and analysis in marketing, helping you
make the right decision. On the manager's position,
it makes the sales performance assessment more conveniently;
and on the other hand, it saves a lot of time for
the sales person to dealing with the summing-up.
You can determine what market-segments are most
responsive and increase the campaign effectiveness
at the same time. As a result, it helps you monitor
and fine-tune your organization greatly.
Documents:
You can store Sales, Marketing, Accounting or other
forms and templates on pricing, presentation, best
practice, success stories, etc in the document library.
All of these documents can be accessed from anywhere
you can access. After the user logins the system,
they can obtain the information they need. Considering
the system security, users can do the operation
according to his privilege.
Product:
The Products section displays all of the products
and services that the company sell and their Active/inactive
status. All users are allowed to view the list of
Products, but only Administrators can Create, Edit,
and Delete them by Categories. It provides a better
way to manage your products and useful information
on new products developing.
Calendar:
The arrangement of calendar accords with Chinese
custom completely, users can make his own task lists
with a good function of alerting and reminding.
You can define and track activities for accounts,
contacts, leads, opportunities, and services. Activities
are both scheduled calendar events and tasks. In
creating an activity, you can describe the event
or task, invite others to a multi-user event, and
specify attributes such as priority, due date, and
status. You can then handle the task yourself, or
assign it to another user in your organization.
You can access your calendar and tasks from the
home page or the Open Activities related list of
any detailed page. You can also view closed tasks
and expired events in the Activity History related
list of the associated records. With the help of
calendar function, you can gain comprehensive, contextual
view of past and current events. As a result you
can stay on top of particular customer trends.
Services:
Service is an important part of ebanswers eCRM,it
stresses emphasis on making customer service a profit
center of the enterprise through improving the working
flow of customer service department,boosting the
working effectiveness,and advancing the customer
services .A service makes a detailed description
of a customer's feedback, problem, or question.
A company can use services to track and solve the
customers' issues. Users can enter services manually
in the services tab.
During the course of service, users can customize
the service flow according to the real custom service
flow of their company. The particular information
of every step and disposal results can all be recorded
into the database. The ever-growing, centralized
knowledge base allows you to leverage the knowledge
of product experts, standardize solutions handling,
improve response time, and shorten the ramp up time
for new reps. Powerful search capabilities enable
reps to quickly locate the right solutions for your
customers.
Setup:
Ebanswers products have always been about helping
user operate the system more conveniently. Ebanswers
CRM provides convenient and shortcut setup function
including three parts named as Personal Setup, Organization
Setup and tools. The person who registers your organization
is automatically assigned as the administrator.
The administrator can also assign administrator
privileges to other users, but we recommend that
you limit the number of administrators to ensure
the greatest level of security. Individual user
can setup his own information and user parameters,
while system administrator can setup the organization
information. What's more, the Tools and Utilities
section of the Setup page provides administrators
and users with tools and utilities as transferring
records, modifying hidden fields and importing data.
The above mentioned eight modules make up of the
complete solution of Ebanswers CRM for all kinds
of companies. Specifically designed to meet the
needs of larger, more complex businesses, Ebanswers
CRM continues our relentless mission of enabling
organizations to maximize their operating capabilities
by eliminating the burdens of software ownership.
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