Customer Relationship Management (CRM)IBS Bookmaster’s flexible CRM system makes it easy to manage a wide range of customer relationship information to help ensure maximum customer satisfaction and the full development of sales opportunities. Up-to-date, accurate information is available immediately to your marketers, salespeople, administrators, help desk staff, planners, and other personnel who interact on a regular basis with your customer. - Efficiently manage customer interactions
- Provide better, more personal, customer service
- Enhance customer satisfaction and increase loyalty
- Empower your employees
- Supervise your customer service personnel
- Improve customer service issue visibility
- Better target your marketing campaigns
- Turn leads into opportunities into sales
IBS Bookmaster CRM main features:SALES- Incident handling and resolution
- Sales force management
- Sales history
MARKETING- Campaign handling
- List generation
- Prospect profiling
- Interest tracking
- Data extraction
CUSTOMER SERVICE- Interaction management
- Conference orders
- Incident handling and resolution
- Activities and “to do” lists
- Enquiry access
A single source of information
CRM is fully integrated with the IBS Bookmaster system. Information about customers and prospects is therefore available from a single, reliable source to all authorized users, simplifying the whole process of customer service.
This ability to access the latest information from a single, accurate source makes it possible to interact with existing customers, prospects, suppliers, agents, authors, and anyone with whom your business relates on a multitude of issues without having to pass them on to other departments, or needing to re-contact them later when missing information has been found. Customer service representative can perform much wider range of activities, like giving out product information, answering account enquiries, processing payments, processing orders, providing quotes, setting up sales visits from within the one screen. Customer management
IBS Bookmaster CRM lets you store vital everyday information about customers (organizations), from their delivery addresses to key influence roles, product interests, and sales opportunities. You can group and arrange customer information in a wide variety of ways.
To their transaction history, you can view customer’s entire financial and transaction history and see their current account balance and status. A single keystroke takes you to their payment history where you can see outstanding and overdue payments, as well as invoices, claims, and credit notes and also previous filled orders and orders awaiting delivery. User-definable customer fields
User-definable fields make it easy to design screens to simplify entering information about customers and prospects, and to see what is already known about them.
- Create your own demographic definitions and groupings.
- Record information about customer turnover, size, territory, status, websites, contract renewal dates, and any additional fields you like to define.
- Validate user-defined fields to ensure accurate data entry.
Contact management
Detailed contact management allows you to record information about each of the individuals you deal with in the customer’s organization, making it easier for your representatives to offer the right product or information to the right person, and to offer the customer a friendly, personal service.
User-definable contact fields
As well as storing basic information like each contact’s name, phone number, and email address, you can create user-defined fields to store any additional information you like, such as interests, hobbies, birthdates, photographs, and other types of information that helps you develop and maintain relationships. You can define each contact by role: influencer, decision-maker, advocate, etc.
Contact list import and export
Contacts can be imported from a CSV file, with duplication checks and overrides. All or selected parts of the CRM contacts list can be exported to Microsoft Excel or as CSV files.
Seminar attendee visibility
CRM users can view directly the seminars that contacts are registered for, along with their registration status (registered, paid, attending, etc.), registration details (e.g., badge number) and information about venues.
Activity management
IBS Bookmaster CRM’s activity management features lets you record and track all interactions – like requests for quotation, sales visits, back-order enquiries, customer service incidents, and seminars – between your business and the customer, and to create follow-up activities for people in your organization.
- Record interaction details for both the customer organization and individual contacts within that organization.
- Log an issue or problem (incident) and then assign an activity (for example, a sales visit) to the right person within your business to deal with it.
- Create personal “to do” lists, or create a “to do” list for another person.
- Set follow-up dates to ensure that important customer issues are resolved in a timely fashion.
- Create action plans to ensure that important activities, like contract signing and prospect qualification, are properly completed.
- Define activities according to important dates or opportunities.
- When tasks are marked as “completed”, their changed status is immediately visible to all relevant team leaders and managers.
- All activities entered are user, date, and time stamped to enable accurate tracking.
Track time and expense on activities
Users can enter the duration of activities along with charge codes, so that it is possible to cost and bill chargeable activities. You can link activities to particular products, allowing you to track certain activities that relate to those products, such as marketing campaigns and promotions.
Maintain full customer service histories
Descriptive headings and free-text fields help your staff keep an ongoing history of the activity. Customer interaction history is no longer in the ownership of one person and, when your personnel change, the previous history with the customer is not lost and the relationship is kept intact.
Improve incident management
CRM activity management allows you to view all customer incidents and activities in both summary and in detail. You can see if an important issue is still open, resources allocated, due date, status, and so on.
- Templates make it easy for your representatives to record issues and problems, so that all important information is captured.
- Default values, field validation, and field locking help ensure information accuracy and completeness.
- Incidents severity can be recorded on a five-point scale.
- Activities can be created directly from within an incident.
- Incidents can be converted into a sales opportunity.
- Email correspondence is visible from an incident and can be modified directly.
Campaign Management and Direct Marketing
IBS Bookmaster CRM’s campaign management and direct marketing features provide you with the marketing tools your business needs to increase its market share by targeting the right customers and prospects in the most effective way.
- Powerful selection facilities build campaign contact lists based on a hierarchy interests, on previous sales history of the product or similar products, on demographics, and in many other ways.
- Campaign codes facilitate easy analysis of campaign success, expenses.
- Campaigns based on advertising in various media, as well as direct marketing by post, email, etc.
- Sales opportunities can be analyzed by type, source, probability of success, sales cycle duration, sales forecast by ISBN, and in many other ways.
Campaign management simplifies the analysis of specific customer groups and their respective buying behaviors. Online Call Lists
Direct mail campaign lists can be converted to an online call lists for telemarketing and similar purposes. List users can convert prospect details directly into a sales opportunity. When a prospect is selected from the list and automatic CRM incident is created, and the prospect’s name is immediately removed from the list to prevent duplicated contact.
Contact IBS for more information. » |
