Customer Relationship Management (CRM) is an essential process that helps companies manage interactions with customers and potential customers. CRM streamlines processes, builds customer relationships, increases sales, improves customer service, and ultimately boosts orders and profitability.
Cognitive offers a comprehensive CRM application that includes
- Sales CRM
- Service CRM
Sales CRM
Sales CRM offers enterprise-wide features to track sales activities, such as lead generation and follow-ups by the sales team. It automates and facilitates the sales force, enhancing productivity. Key features include:
- Defining the sales force hierarchy
- Geographic region distribution
- Capturing enquiries from various sources
- Uploading prospective client information
- Daily Call Report (DCR) from the sales force with built-in approval workflow
- Lead generation, follow-up, and qualification
- Defining Bill of Material (BOM) or Bill of Resources (BOR) for qualified leads
- Cost estimation capabilities
- Proposal generation, approval process, and email delivery to clients
- Proposal follow-up and status updates in DCR
- Order status updates
- Reports and analytics
Additional features
- Bulk email campaigns
- Price list reference on mobile browsers
- Target setting by product/service, quantity, or value
- Business share allocation among the sales force based on contributions
- Field visit conveyance approval and payouts
Service CRM
Service CRM is an after-sales service ticketing system that goes beyond basic ticketing. It handles post-sales activities such as site studies, implementation, and commissioning. Key features include:
- Warranty support with Service Level Agreement (SLA) attribute definitions
- Installation reports and warranty details linked to sales orders
- Product or service ticket classification
- Resource skill set definitions
- Resource allocation based on skill sets
- Daily Call Report by service engineers for in-house or field service activities
- Preventive maintenance scheduling, reminders, and completion reports
- Post-warranty AMC contract definitions
- Spare consumption tracking for each AMC contract or sales order
Reports and analytics
- Product population under warranty or AMC
- Downtime and response time reports
- Spare consumption reports
- Field service performance reports
Cognitive’s CRM solutions are designed to enhance sales and service efficiency, providing comprehensive tools to manage customer relationships effectively.
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