The purpose of CRM

• The focus [of CRM] is on creating value for the customer and the company over the longer term.
• When customers value the customer service that they receive from suppliers, they are less likely to look to alternative suppliers for their needs.
• CRM enables organizations to gain 'competitive advantage' over competitors that supply similar products or services

Why is CRM important?

• Today's businesses compete with multi-product offerings created and delivered by networks, alliances and partnerships of many kinds. Both retaining customers and building relationships with other value-adding allies is critical to corporate performance.
• The adoption of C.R.M. is being fuelled by a recognition that long-term relationships with customers are one of the most important assets of an organization.

What does CRM involve?

CRM involves the following

• Organizations must become customer focused
• Organizations must be prepared to adapt so that it take customer needs into account and delivers them.
• Market research must be undertaken to assess customer needs and satisfaction

Strategically significant customers

• Customer relationship management focuses on strategically significant markets. Not all customers are equally important.
• Therefore, relationships should be built with customers that are likely to provide value for services.
• Building relationships with customers that will provide little value could result in a loss of time, staff and financial resources

The Benefits of CRM

CRM offers a number of advantages that will help you identify, understand, and assist your clients, so that you’ll never have to worry about losing revenue as a result of incomplete data.

Improved Informational Organization

• The more you know about your customers, the better you'll be able to provide them with the kind of positive experience that really pays off. Everything that they do, and every interaction that they have with your organization needs to be identified, documented, and recorded.
• To do this, you need to move beyond the sticky-notes and disorganized filing cabinets, and start utilizing advanced organizational technology that can not only accurately quantify and categories data for easy future reference, but also make that data available across departments.

Key Features of RSolutions eCRM

• eCRM, a web-based system created with the intent for capturing and processing customer orders online.
• eCRM is designed for manufacturing companies in mind to tackle their problems at grass root level and enable transparency of information at all levels of Customer Order Execution.
• The system allow the customer to login their orders online, check delivery & production status and also check the dispatch details once the order is dispatched to them.

Modules

Following are the key list of modules provided to enable the total functionality of the system in eCRM Software.

Master Modules

• Company Details (Admin will create company details. Also provision to upload the Logo is given.)
• Customers (Admin will create customer details. Folder will be created for each customer and all documents and communications for the customer will remain in his folder. Customer can manage his folder.)
• Users (Provision to Activate/De-Activate users. User Type to be defined.)
• Workflow definition
• Defining access level of users within the system for different users
• Change Password (Admin & All Type of Users)

Transaction Modules

• Customers
  • Upload Order (Customer can upload after successful login. Mail goes to Management User for Approval.)
  • Material Receipt (Enter Material Receipt Details in the system against orders. Mail goes to Employee & Management.)
• Employees
  • Upload Customer Order Details (User designated to upload Customer Orders, uploads the orders in the System on Approval from Management. Mail goes to Management & Customer.)
  • Update Delivery Details (Done against each part in order. Mail with details goes to Customer and Management.)
  • Update Dispatch Details (Update Dispatch Details against Each Order. Also uploads the following documents against each Dispatch Consignment. Documents to be uploaded. Mail with details goes to Customer and Management.)
• Management
  • Order Approval (All orders coming from all customers come first to Management Users and on Approval goes to Employee Designated for Order Entry. Mail with details goes to Customer and to employee.)

Report Modules

• Customers
  • Order Status Report
  • Delivery Report
  • Dispatch Report
  • Others
• Employees
  • Order Reports
  • Others

• Management
  • Order Status Report (Customer-wise, Part-wise, etc.)
  • Delivery Report (Customer-wise, Part-wise, etc.)
  • Dispatch Report (Customer-wise, Part-wise, etc.)
  • Pending Order Report (Customer-wise, Part-wise, etc.)
  • Others
• Dashboard (AI/BI Analytics can be integrated)
• Security
  • User ID & password will be used to authenticate a user
  • Each user associated will have his/her own access rights to the system
  • All user activities captured in the system for administrator to monitor the activities of users

Process Flow