Web Based CRM benefits are clear - by streamlining processes and providing sales, marketing, and personnel support with better, more complete customer information, CRM solutions allow organisations to build more profitable customer relationships.

Sales organisations can shorten the sales cycle and increase key sales-performance metrics such as revenue per sales representative, average order size and revenue per customer.

Marketing organisations can increase campaign response rates and marketing-driven revenue while simultaneously decreasing lead-generation and customer- acquisition costs.

Customer service organisations can increase productivity and customer retention while decreasing service costs, response times, and request-resolution times.

CTI Support Network Specialise in developing bespoke custome On-Demand CRM Systsems as can be seen in our portfolio. We build our systems to clients needs and requirementsto bring real value and cost savings with the advantage of a clear Roadmap to future expansion of the system as required.

Benefits of On-Demand CRM

On-Demand CRM Solutions harness the power of the Web and makes CRM accessible to you anytime and anywhere. Users can access, update and share complete customer information in real time using their Internet browser – without database synchronisation or additional software requirements for remote users.

The benefits of On-Demand CRM software are:

• Improved availability of customer information
• Real-time access to all customer details
• Customer data is secure
• Administration is performed centrally
• No software installation is required

Salesforce Automation

Salesforce Automation (SFA) capabilities allow you to automate and thus better manage the entire selling process, including sales order entry, post-sale follow-up and support, as well as upselling opportunities. It generally provides complete customer order history, which enables sales representatives to better serve customers, improve customer satisfaction and increase profitability. It generally includes the likes of:

• Lead Management
• Pipeline and Opportunity Management
• Sales Forecasting
• Sales Order Management
• Incentive Management
• Cross-Selling and Upselling

Marketing Automation

Effectively marketing to your existing customers is key to growing your business. CRM contains complete marketing campaign management tools to automate, track, and report on your marketing efforts, including: e-mail, direct mail or print activity. It also allows you to target campaigns based on, amongst other elements, your customers' purchase histories and support cases. CRM systems generally also provide tools to allow you to measure ROI and thus optimise your campaign investment. Marketing Automation includes:

• Campaign Management
• E-mail Marketing
• Customer Segmentation Tools
• Campaign Performance Assessment Tools
• On-line resources for Sales Representatives

Customer Support

CRM software applications provide the tools to handle issues more quickly and improve customer relationships. It also provides Support Representatives with views into customer purchase histories so they can track down information such as support entitlement or contracts. Customer Support includes:

• Case Management and Routing
• Escalation Management
• Customer Self-service Center
• Online Knowledgebase

Partner Management

A business is much more than its own four walls. To succeed today, businesses need to reach beyond their walls and collaborate with partners, often extending key customer and sales data. Only then can businesses work effectively with partners to manage the pipeline, process orders, track marketing activity and forecast sales. Partner Management includes:

• Joint Lead Management
• Joint Sales Forecasting
• Marketing Campaigns & Promotional Discounts
• Order Management & Sales Tracking
• Partner Commissions/Royalties
• Sales and Marketing Library Publishing

Document Management

If your business is struggling to manage its content, you're not alone. In small and midsized companies, individual business units or departments often have disparate systems that contain a wide range of documents and data. From the IT perspective, the result is multiple software products to operate and maintain - a costly proposition. From the business perspective, it means that the same or similar documents exist in multiple places, making it difficult to find information easily - and leaving you vulnerable to employees operating from outdated procedures, policies and more.

Employee Management

Employee Resource Management automates and centralizes employee management and self-service while optimizing a company's investment in its employees. It enables collaboration and reduces administrative overhead in the company, allowing improved productivity and reduced costs.

Case Tracking

For services companies, service delivery is at the heart of customer relationship management. Being able to track projects and tie them directly to the customer record for real-time visibility is key.

Web Analytics

Targeting Sales and Marketing activity is key. Customer specific site metrics as well as unique visitor specific click-through and page hit information is invaluable to targeted sales and marketing follow up.