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Home: Products: 123insight ERP/MRP: CRM Option
"I'm not in sales - Customer Relationship Management has nothing to do with me!"
Until now, you were right . . . but not anymore!
Redefining CRM to really help manage the whole of your manufacturing business processes and procedures, including Sales!
The complexity and inadequacy of generally available Customer Relationship Management (CRM) software systems has been a long-standing complaint among our manufacturing users. So we took a closer look, and they were right - cumbersome and inadequate sums it up.
A major hole in nearly all these systems is that they fail to address the 'non-sales' relationships - with suppliers, potential suppliers, other staff members within your company, business partners, regulatory bodies and so on - without which the customer can't always be given the best possible service.
Furthermore, many CRM systems take no account of the day-to-day routine tasks and procedures, which also need to be managed in a timely manner to help drive your business forward.
So we got to work, consulted in depth with our users and created CRM for 123insight, a ground up implementation that transforms CRM expectations, so much so that whilst we kept the acronym, it now stands for a more holistic definition Communication Requirements Management.
But more than that, it follows the 123insight system philosophy - straightforward to understand, learn (and remember!), implement and use. It's designed to add another layer of efficiency to your business where none was effectively available before!
The 123insight difference at work again!
CRM packages are just far too complicated for our needs - that's what our manufacturing users told us. Here are just a few comments expressed by manufacturers during our in-depth consultative process that you'll no doubt relate to:
"We want to make sure that we don't forget to do things, and do them on time!"
"Most CRM systems never seem to be integrated with the main business system"
"With our last CRM system, there was a lot of training and consultancy, plus the set-up configuration, just to get started - even then, most of us were left confused""We want to know where we're up to, with regards to our business processes, which are many and varied"
"We want to see how we're doing, performance-wise, so some 'easy to get at' analysis would be great"
"Our previous CRM was very expensive to roll out across the company when you added the cost of extra licences and the additional training and consultancy services that we were told was needed - in the end we gave up and CRM stayed in just the Sales Office"
If all or some of the above strikes a chord with you, then we think that our CRM for 123insight will be like a breath of fresh air.
From consulting with our customers and from investigation of several CRM systems, we found that the starting point for many systems was often a "contact" (person) rather than a "company" under which several "contacts" can be stored.
This seemed to be a fundamental flaw, as was the concept of "campaigns" being the starting point of a sales process (i.e. campaigns generate leads and leads create opportunities, etc.)
However, the trap we didn't want to fall into was to over specify and over complicate our CRM, otherwise we would have missed the entire point and ignored what our customers had been telling us!
More about what our CRM sets out to do . . . . . .
- The "company" file becomes the holding place for all companies that we deal with - customers, suppliers, prospects, competitors, trade bodies etc.
- Allows flexible mail-shots to be created by outputting an excel spreadsheet of contacts who match a required criteria and to record against each contact, the fact that the mail-shot has been sent. For example, send the latest Company Newsletter to all contacts flagged to receive "company newsletter" and send the latest Price List to all contacts that have roles in Purchasing.
- Allows "actions" to be raised and progressed on a company/contact and to ensure timely and visible follow-up of anything, including the one-off / ad hoc that needs progressing, e.g. Accounts Query, Senior Management Contact Required etc.
- Allows "processes" (these are your procedures) to be modelled, then raised and progressed on a company - again it's all about visibility and accountability. Processes can be defined by each company using 123insight CRM to model the processes they typically go through with external companies - things like progressing sales leads, contract review, non-conformance reporting/corrective actions, handling complaints, compliance issues, managing supplier audits etc.
- All general communications (notes) and actions are visible on a searchable grid on the contact record. Any type of document (e.g. PDF, Word, and Email) may be dragged and dropped into the note, so that the company record becomes the master record for all of the company's communications in both incoming and outgoing directions.
- Complete systems visibility and hence control is provided over the entire capability, delivering a one-screen, central point from which to perform your follow-ups, in a timely manner.
- Simple and effective sorting and filtering mechanisms of the company file, allows you to refine your search by category; i.e. show me all of my prospects, show me all of my customers and prospects etc.
- Generous User-defined Analysis with 10 "drop down" free format analysis fields and 10 "free entry" free format text fields.
The scope of CRM for 123insight users can cover all of your business procedures but in a way that everyone in your company knows what to do, when it needs to be done and who is responsible.
Now, all the left and right hands can work together in a coordinated and unified way!
CRM for 123insight is optional and attracts a 20% tariff of the standard month rental - build a quote online now.