Customer Relationship Management

This section of our technical library presents information and documentation relating to CRM Solutions and customer relationship management software and products. Providing timely customer service information is vital to maintaining a successful business. Accurate information provided in an organized and thoughtful manner is key to business success.

TELEMATION, our CRM and contact center software, was originally built on this foundation. The ability to modify Customer Relationship Management software is important in this ever changing business environment.

Telemation Customer Relationship Management solution and contact center software is ideally suited for call centers throughout the world.


The Value of Integrating CRM - page 3

Consider implementation time

The less upfront customization your system requires, the more quickly the implementation process can be completed. Find out how long the implementation will take before your start. Make sure you understand the factors that may increase or decrease the amount of time needed.

Don’t all CRM systems have back-office integration?

The key factor influencing the success or failure of a CRM implementation is integration. Often, CRM vendors speak of touch points - the fields with data that is transferred between different systems.

For example, if the phone number is changed in a CRM system, that “touch point” needs to be linked to the accounting system for the information to be automatically updated in the AR module. In most CRM systems, the vendor must select a subset of touchpoints and create the appropriate links between the CRM system and the client’s accounting system; if the customer needs additional functionality, they must pay additional integration costs.

One example of a solution that effectively delivers back office integration is ACCPAC eCRM. Because ACCPAC deploys Web-based front and back office modules, the back-office modules are simply launched within the CRM system itself. At sites with ACCPAC eCRM deployed alongside ACCPAC Advantage Series, the Order Entry system (and its functionality) exists in the CRM system because data is actually entered into the Back Office modules; this applies to Accounts Payable, Accounts Receivable, Order Entry, and soon to Purchase Orders and Payroll.

The breadth and scope of ACCPAC eCRM puts ACCPAC on a level playing field with the other leading CRM Vendors, but out-of-box integration to ACCPAC ‘Back Office’ solutions sets ACCPAC eCRM apart – and indeed ahead of the pack, in our opinion.

Eight Helpful Hints for Promoting CRM as a Business Culture

• Build a case for change. Think about the impact of the CRM strategy on people – the benefits and consequences of changing, or not changing.
• Hold regular meetings across all departments to communicate project progress, problems encountered and resolutions for any outstanding issues.
• Keep employees in the loop by providing information and clarity about what is happening, when changes will take place and how staff will be impacted.
• Encourage employees to speak up about the changes and listen to what they have to say.
• Give employees time to make the transition and to adjust to the new approach.
• Support the managers who are leading the CRM march. Do your best to provide them with the necessary tools to successfully implement the CRM strategy.
• Understand that effective implementation of CRM is a cultural process; it will take time for everyone to adjust to new ways of doing business.
• Inform customers about the company’s vision for a customer-centric organization. Ask for customer feedback and then use that information to improve your customer interactions.