EasyConsole Customer Relationship Management System eCRM
Committed to managing winning customer relationships and increasing productivity
EasyConsole eCRM is a customisable browser-based Customer Relationship Management tool. It is fully supported by a security system that incorporates users-to-groups-to-levels write and read access priorities, assigns specific action controls for each security group, including IP filtering and logging, to name a few.
EasyConsole eCRM optionally integrates with your Telephony using it's own Computer Telephony Integration (CTI) interface allowing you to easily and fully manage your incoming and outgoing calls.
When EasyConsole eCRM CTI innovative add-on is in place and the telephone of a user rings either for a direct or transferred call, a discreet client popup automatically opens displaying the account and/or contact name of the caller. The user can then click on the name to view the caller's basic information or he/she can click on a link that can lead to the CRM providing an advanced customised caller view. Using the client tool, users can also search for accounts or contacts and quickly make telephone calls with a click of a button.
In addition, quick notes can be taken on both incoming and outgoing calls which are automatically related with the historical record of client. Other CRM users can be automatically informed on calls by email or SMS.
Call information such as caller, recipient, date, time and duration of a call are constantly being logged allowing the production of extremely valuable reports that can help you improve your customer service and drastically increase the productivity of your organisation.
Contacts are initially saved (or imported) and categorized in a well-structured SQL or Oracle relational database. Contacts and contact categories can be registered, for example, to Newsletter Engine lists.
The Newsletter Engine is template-driven and uses a multi-threaded mass-mailing system to send personalised e-mail or SMS. The newsletter can contain embedded HTML code without requiring the Administrator to have any programming skills as it is fully template-driven. The Administrator can choose from a set of predefined templates and hence, select the appearance, type and style of the content.
EasyConsole eCRM can be fully integrated with EasyConsole CMS, an extremely useful benefit when it comes to accepting information from "web" users. For example, when a user sends in an online application, the EasyConsole eCRM system can use the customer's email and name to detect whether that specific customer is new or has previously sent queries or applied in the past or whether this person is already a customer, relate the data accordingly and send it to the user's fingertips.
Benefits
- A single, integrated service and view of each customer across all touchpoints (e-mail, fax, sms, phone, web).
- Effectively "Know Your Customer" to effectively satisfy and respond to their current and future needs.
- Ability to have your intranet, knowledge base and office automation tailored to your needs under the same platform
- Easily and quickly "Manage your phone calls live" and create reports that will help you increase your productivity.
- Make effective business decisions, make intelligent recommendations to further enhance the customer-centric decisions.
- Efficiently gauge the ideal timing for new service introduction and drive increased customer satisfaction in the customer service centre and generate incremental revenue with intelligent service cross-sell and up-sell at the point of service.
- Inspire greater brand, service and corporate awareness.
- low cost of ownership through a flexible, open architecture and productive implementation tools.
Features
- Browser-based, so it can be accessed from anywhere
- Search and provide client-specific information at the user's fingertips in one user-friendly view from anywhere.
- Keep date, time and duration-stamped notes, diaries and follow-ups for communication with customers.
- Complete history of prospective and existing customer communication.
- Create and send personalised HTML e-mails, SMS messages or faxes to lists or groups of customers using EasyConsole Newsletter Engine.
- Share calendars and tasks within your workgroup and view daily, weekly and monthly calendars for individuals or selected users or groups.
- Revolutionary Computer Telephony Integration (CTI) using it's own client interface for quick and easy management of all incoming and outgoing telephone calls.
- Internal messaging with e-mail / SMS integration.
- Generation of reports and graphs in company-defined format
- Efficient extraction of current branch or office and share or secure priority access of cross-corporate client-specific info.
- Client-specific "alarms" for possible up-and cross-sell
- Granular client-specific application and transaction request information
- Corporate and/or Personal Data
- Customer/Sales Funnel to close with individualised and/or corporate "win/loss" analysis
- Customer Revisit for later follow-up
- Applications, Cancellations, Reconciliations, Amendments, Claims, Receipt history and more...
- Fully Customisable
- Developer's Toolkit
Security
- All users, both local and remote, can access the database in real-time so all changes are made to the master database respecting each user's security rights.
- System Administrator can add, modify, and delete user groups.
- Define different privileges for different user groups
- Assign one user to several user groups
- Search for users by keyword.
- Add unlimited users to the system.
- Optional IP filtering for enhanced security
EasyConsole eCRM is a powerfully yet easy-to-use customisable browser-based CRM tool. EasyConsole eCRM's full integration with EasyConsole CMS makes a very powerful all-in-1 solution that helps you manage winning customer relationship strategies.
Client Testimonial
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Was our choice right? Professionalism, creativity, excellent knowledge of their subject, outstanding customer care and support characterize the service we received and continue to receive from DW Dynamic Works Limited – the company we had chosen from among several suppliers to design, support and host our website.
Working under great pressure, DW met the right deadlines we had set and helped us achieve a result we are proud of – a new website. CIIM’s choice was, indeed, the right one.
Theodore Panayiotou
Director
Cyprus International Institute of Management
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