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CRM/Help Desk implementation & support
CRM Deployment
CTI Integration
Problem Resolution
Asset Inventory
Configuration Management
Specific Guaranteed Response Intervals
Escalations and Reassignments
Operations or Application Support Call Center software
Incident Management
Asset Inventory
Change Tasking
Change Management
Support for Notifications
Setup of Response Time, Resolve Time or Asset Up-time for Network.
CUSTOMER RELATIONSHIP MANAGEMENT
UNDERSTANDING THE CUSTOMER
The iSeed Customer Relationship Management team addresses one area of
our eBusiness Relationship Management team. In many organizations, the
CRM (Customer Relationship Management) process is accomplished by
extracting a limited amount of data from Enterprise accounting systems
and by managing the customer contact information with a very limited
tools. Sometimes an ERP system is used as the customer management system
with no capabilities to annotate or reuse information about customers,
which is of vital importance to retain customers and improve business.
There is a new wave of competition created by the worldwide opening of
economies, the proliferation of border-less trading and the ubiquity of
the Internet. These challenges are opportunities for smart companies
that have changed and built a good customer care model to recruit and
retain customers. This worldwide opening up is happening at Internet
speed. Now the importance of customer care has increased more than ever
before and sooner rather than later many market segment leaders will
miss opportunities and lose market share due to one and only one reason:
They did not build a business model where customer retention was the
primary goal. Smaller more rapidly changing companies will take their
market share away. This is evident in all open economies and there is
renewed interest in creating large corporations that behave like small
corporations do, interacting with customers with a personal touch. This
can only be done with a comprehensive overhaul of their
enterprise-customer view and by treating the customer as the most
valuable asset of a company.
If eCommerce is applied without a ERM/CRM business model to support it,
customers tend to remain in the window shopping phase and the
enterprise-customer relationship will be built with an IP Number as the
place holder for a customer.
The iSeed ERM/CRM practice involves both technology and business process
used in these areas. This is a very large area of an enterprise
management using IT and involves many more functions than a conventional
ERP implementation. There are various phases of customer interaction
from marketing campaigns to sales coordination and communication,
fulfillment, account management, customer feedback management, products
return or repair service, field services, deployment of service
personnel, warranty, technical support and help desk support for the
customers in usage of the product or services.
As the competition increases, more and more companies have started to
look at the strategic value of vendors as well as customers. In
totality, the domain of ERM covers the following relationship domain for
people:
Prospect
Visitor
New Customer
Large Customer
Partner
Reseller
Sales Staff
Support Staff
Return & warranty management Staff
Sub vendor at component level
Corporate Communication companies
All Employees Suspect
Window Shopper
Customer
Loyal Customer
Distributor
Value Added Reseller
Field Service Staff
Vendor
Investor
Wall Street Analysts
The iSeed ERM/CRM Practice covers primarily the following areas:
Sales Force Automation
Mobile Computing and synchronization
Web Based Sales Management & Support
Sales Knowledge Management
Sales and Pricing Management
Customer Support / Help Desk
Field Service
Web Based Customer Support and self-service
Call Center Management
Web Center Management
Customer Interaction & Management
Productivity Enhancement tools
iSeed is a non-biased recommender of solutions that best fit a customer
requirement without being aligned to any particular vendor or vendor's
product. iSeed is geared to recommend a suite of commercially available
system products that meet requirements most economically and
efficiently, and fit together seamlessly and with a common look and
feel. iSeed will design a complete integrated system solution around the
selected package(s), including customization of individual packages, and
linking packages together and to your other systems.
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