Tuesday, May 6, 2014

SalesMantra Understanding of the Requirements & Proposed Solution to the Company for CRM Solution

Requirements:


1.
The company has its presence across varied locations so it becomes difficult to track the activities of different sales personnel as well as agents across these different locations without the aid of a centralized solution. (as different sales persons have a set of agents as a team and they work to close the deals).
A set of 20 sales persons who handle 2000 agents(mostly individuals) and further those agents deal with around 2,00,000 customers.
 
2.
The line of Business requires multiple dealings with the customers as there are different policies/products being offered to the customers. The complete history of all Communications / Discussions must be immediately available whenever required, policy details,

3.
A proper format for the sales agents to enter the data for the sale made or new leads generated.

4.
Different sales personnel often spend their time on the same sales call as there is no toll to check the duplicity of the sales call.

5.
Generation of leads through mass emails, promotional campaigns, etc.

6.
Reports generation through which performance of sales persons/agents can be measured.

7.
As the company’s sales team is highly qualified, their non productive time should be minimal. The sales team must be supported with instant availability of all information with regards to customer, prospect and products.

8.
Analyzing the exact needs of the customers in terms of features and value and maintaining the record of the same.

9.
Generation of critical reports like branch order report, target v/s. achievement report, sales funnel report, order Vs collection report etc become very time consuming and cumbersome due to non availability of the data at a single place.

10.
Since the organization is known for its services, prompt services should be provided to all the customers through efficient complaint tracking, assignment of skilled service engineers resulting in prompt resolution of the problem.

11.
The detailed analysis of customer complaints should be continuously available to improve the product.

12.
The sales & service personnel to be made productive as soon as possible from the date of joining.


Proposed Solution


1.
The software enables the company to monitor the prospects/customers by providing complete customer / prospect details. Each visit and communication is meticulously recorded by the sales persons/agents at the end of the day within no time.

2.
Centralized repository of the software enables the users / executives to have access to all details of the products/policies as well as competitors. There is no need for the user to do any further interaction in this regard.

3.
Agent wise database management can be done so that each agent can get a clear picture of his contacts, and the sales person is also able to see the reports of agents working under them.

4.
Clear sales funnel is generated on real time basis by a simple provision of entering order closing date and quote value in the prospect details form.

5.
The sales person’s non productive time like writing of daily sales report, finding out the desired information, discussing with the manager, etc. is totally eliminated by the effective use of the software. The employee productivity is improved as the software enables him to do multitasking at the same time.

6.
The software helps the management by getting periodical feedback from the customer for the services provided to them.

7.
The complaint management module of the software enables faster resolution of customer complaints by adequate reporting mechanism of all calls, allocation/ pending with each employee, expense incurred by him, detailed analysis of customer complaints, complaints history of each of customer, etc.

8.
All the critical reports are available to the top management with a single click thus facilitating in taking timely decision on critical business issues.

9.
The system does not permit creation of duplicate sales call, thus keeping a check on redundancy of data.

10.
Mass mailers can be sent to the prospects through the campaign feature of the software 



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