Category: New Customer

New Customer for CRM++ Reports Scheduler application

We are happy to share the good news that CRMIT will be implementing our CRM++ Reports Scheduler application for a leading Insurance services provider in South Africa. The application will be implemented in all their sites across the country.

CRMIT’s CRM++ Reports Scheduler is an useful background application for Oracle CRM On Demand implementations. It is an effective Web 2.0 application that takes your CRM On Demand report / dashboard experience to the next level. This custom application helps CRM users to automatically schedule their reports. Based on the frequencies set by the users, the reports or dashboards are automatically run at the right time, and sent as email attachments (in various formats) to their respective inboxes. This not only avoids the need for users to connect to CRM every once in a while, just for the sake of running a report or two, but also acts as an automatic online archive / backup of snapshot reports over a period of time.

As an added advantage, CRM users can also send these reports to external people (non-CRM users). This makes it easier to share relevant business data with other stakeholders, even when they are not part of your CRM system.

For more information on the Reports Scheduler application, and to watch a demonstration video please click here. If you need further details or would like to request for a free demo / trial login, write to us at st@crmit.com

http://crmplusplus.com/Reports.html

New Customer For CRM++ Quote and Order Management Solution

We are  happy to share the good news that CRMIT will implement our cutting edge CRM++ Quote and Order Management solution for Ambu, a leading healthcare services provider, based in Denmark. The application will be implemented in Ambu sites across UK and US.

CRM++ Quote and Order Management application from CRMIT offers Oracle CRM On Demand users a unified interface to take care of their fulfillment requirements. Quote and Order Management application is one of the CRM++ applications developed by CRMIT labs, a division of CRMIT that is dedicated to Research and Development for a better CRM ecosystem.

To know more about CRM++ Quote and Order Management solution, visit the below URL, or contact us at st@crmit.com

http://www.crmplusplus.com/quote_order_management.html

New Customer For CRM++ Email Workbench

Great News! We just got the confirmation that CRMIT has won the opportunity to manage Email Service channels for a large global company, specializing in Visual Technologies. We will be deploying our CRM++ Email Workbench solution to this customer, and customizing it to their needs.

CRM++ Email Workbench (“EWB” in short) is one of the most successful products in our CRM++ suite. You can use the below link to know more about this product, watch a video and request for a demonstration / free trial :

http://crmplusplus.com/ewb.html

Support Without Scripts

Currently reading a book called “Delivering Happiness”. This is written by Tony Hsieh and it tells the story of Zappos.com, famous online shoe store which was acquired by Amazon sometime back.

Even though this book is supposed to be a business history, it gives so many examples of how an exceptional customer service should be. I recommend this book for anyone interested in knowing how to wow their customers. Eventhough it may sound like lot of work / unnecessary cost in the short term, it will help you in the long run. That’s what CRM is all about!

For example, take Zappos customer support. Typically call center people are given ‘scripts’ for various situations and trained on how to use them. Whenever a call is recieved, they select one of these scripts and strictly go by the books. This is the most effective way of handling repeated customer queries. It is fast, and hence cheap.

But what about Customer Satisfaction?

Ha, who cares?

Fortunately, Zappos cares. They doesn’t believe in call scripts. Their call center agents are trained to help customers, no matter what the issue is, and they don’t use any templatized answers. They don’t hesitate to go out of their way and assist in solving the customer’s (or prospect’s) current issue. Even if it means they don’t get any sales out of that particular call, they are not worried. Because they look at the experience that the person gets by contacting Zappos, not just the profit made in that call. Tony Hsieh explains this with a cute (and real) story:

Once, a lady from california called Zappos in very late hours, and this is what she told their call center agent: ‘I am staying in a Santa Monica hotel and very hungry. I want to eat a pepperoni pizza now, but my hotel’s room service is closed. I want to know if there is anything you could do to help me.’

Obviously, this is a strange request. Zappos is a shoe selling online retailer, not a pizza joint.

But fortunately, that call center agent didn’t get irritated or disconnect the call. She took couple of minutes to research on places around Santa Monica who deliver pizzas 24*7, and gave that lady not one, but five addresses.

Tony Hsieh concludes this story with a superb lesson: This is the benefit of having no call scripts, Just provide exceptional support, no matter what the client issue is, and they will be your customers for life.

Naga Chokkanathan,

Director, Innovation & Presales, CRMIT

Originally Published In : http://nagachokkanathan.wordpress.com/2012/02/15/why-not-support-without-scripts/

Evernote Hello : A Personal CRM

I’m sure many of us encounter memory loss incidents either at a social gathering, shopping where we see a familiar person. It takes us time to recollect who they are and where we have met them. In this process we either do not step forward to communicate with that person or even if we dare to confront, spur of moment we tend to forget their name or other personal details about them. This could either be a good one or land up being unpleasant if the person doesn’t remember you or vice versa.

In view of this, Evernote Corporation developed an application that allows smart phone users to capture and record information on their devices. How it works is very simple, May be the developers based the ever note after watching the movie ‘memento’, where in the main character has a short term memory loss and starts clicking pictures of people on his Polaroid to know whom he has to associate with and pens down how he is associated with the person.

This app (called “Evernote Hello” : http://www.evernote.com/hello/ ) is almost on similar lines, the only difference being that it is digitally saved and note could be a piece of formatted text, a full webpage, a photograph, a voice memo, or a handwritten ink note. Notes can also have file attachments. Notes can then be sorted into folders, tagged, annotated, edited, given comments, searched and exported as part of a notebook. The whole application as such enables one to maintain a very cordial relationship with another person that they encounter during a short period of time.

From a business perspective this application serves as a wonderful app to remember clients/customers/suppliers/vendors etc. It actually more or less brings out the professional side by even sending a mail after the initial encounter with the customer. It is like a business card confirmation that is sent across. When encountering your customer or client during non business hours there are chances of building an excellent rapport with the customer by recollecting their past encounter etc. This over a period of time acts as a catalyst for arriving at business proposals or even sharing information across organizations. This more or less like a personal CRM app for business users who can keep a record of people they meet on the move.

However there are certain limitations to the application, how many us actually make it a point to keep doing this over a period of time and keep asking people whom we meet to enter their information. What if the person is not so sociable and doesn’t like being photographed?

The other drawback is the automated mail that is sent when adding the person. It could actually disturb the person and could change his impression as it could sound too pushy and obnoxious. Additionally it has a limitation for the free version which is advertising supported, has limited storage of only 60 MB and has a usage meter and cannot be used offline.

But going with the numbers there are over 11 million users as of July 2011, this goes to show how useful the app is and also shows how well the app developers have researched their way to develop such an app realizing that most of us do tend to forget people that we meet in a short duration.

– Deepalakshmi Subramanian

You can download this Free App for your iPhone here: http://itunes.apple.com/us/app/evernote-hello/id484359282?mt=8