CRM

CRM is a Web-based application that provides a consistent view of customer and order information across the enterprise to help companies improve and extend their sales, marketing, service and support business processes. CRM provides integration to enterprise systems and can be personalized to address unique business processes.

CRM Solution Overview

CRM is a Web-based customer relationship management application for companies that need to manage the entire customer process from lead origination through order placement and customer service. With tight integration to either Infor SyteLine ERP or Infor XA ERP applications, CRM provides a complete connection between front and back office. CRM streamlines sales and customer service processes, decreasing the cost of sales and cost to serve —ultimately increasing revenues.

It manages customer interaction across business functions, provides a seamless customer experience, and supports your enterprise-wide commitment to being customer-centric and customer-driven. CRM delivers the ability to know and fulfill customers’ needs and wants—offering greater customer value, increasing demand predictability, and ultimately growing enterprise profitability.

CRM provides a single access point for a company to improve and extend their enterprise-wide customer and order activities and business processes. Built specifically for manufacturers and distributors, Infor provides a consistent view of customer and order information across the enterprise to help companies improve and extend their sales, marketing, service and support business processes.

Using CRM, your sales representative can create an order from history, configure a solution, prepare a quote, and then later review it with your customer and make changes as needed before the order is entered. Errors are eliminated in the order process with tight integration to pricing, availability and rules-based configuration, resulting in a satisfied customer.

CRM provides integration to enterprise systems, complements existing productivity tools and can be personalized to address unique business processes.

CRM Distinguishing Features

• Cross-departmental access to data – Multiple departments, including sales, customer service, support, and marketing can act as one team by managing complete business processes using the same customer and order data.
• Order management – A sales or customer service rep can create a new order, leverage a previous order, configure product, and prepare or change a quote. Errors are eliminated in the order process through tight integration to pricing, availability and rules-base product configuration.
• Integrated – CRM is architected to integrate with your extended enterprise and supply chain systems. This integration eliminates data re-entry errors, ensures information is up-to-date enterprise-wide and improves overall customer and order process efficiency.
• Flexible user interface – User interfaces can be tailored for specific departments controlling the business process and the data a user may access. These personalized attributes migrate forward when CRM is upgraded.
• Complimentary tools – Productivity tools, like Microsoft Outlook and Excel, used in sales, marketing and service areas can be leveraged to support current business processes and enhance team effectiveness.

CRM lets you:

• Locate products and pricing, quickly configure, place and manage orders for customers
• Prepare quotes in real time, with improved accuracy
• View order status online
• Shorten sales cycles with increased channel productivity
• Plan, execute and analyze multi-tier marketing campaigns
• Get 24x7 access to leads, opportunities and performance data
• Access customer histories of open and closed issues
• Monitor customer support agreements

CRM improves effectiveness and efficiency by providing multiple order entry methods such as:

• Rapid order entry for those that know exactly what they need
• Order pads for frequently ordered items
• Product search capabilities to search, select and order