Packaged Software (CRM)
CRM Solutions in Telecom Industry
Telecom companies (wireless, fixed line, and broadband service providers) need a customer-centric business model so that they can understand their customers' needs, track the services that the customer is currently subscribing to and sell services the customer might want in future. To enable the collation of this data, there is a greater emphasis today on the use of CRM solutions. The data thus gathered has become the basis upon which specific business objectives can be achieved. CRM solutions for the Telecom industry include functionality in Marketing & Analytics, Sales, Service & Call Center .
Marketing and Analytics
Telecom companies need to use the customer information available with them, in terms of demographics, usage patterns etc, for carrying out analysis, and designing and executing targeted campaigns. Specifically, a CRM-Marketing solution should have the following features:
• Customer Segmentation and Profiling
• Customer Lifetime Value Analysis
• Customer Churn Rate Analysis
• Marketing Campaign Management and Analysis
• Customer Loyalty Programs Management
• Product / Service Plan Analysis
• Telemarketing
• Database Marketing
• Marketing Encyclopedia
Sales
A Sales Automation solution for the sales team of a telecom company should consist of the following features:
• Opportunity Management
• Account Management
• Contact Management
• Activity Management
• Marketing Encyclopedia
• Contracts Management
• Product and Pricing Configurator
• Proposal / Quote generator
• Order Management
• Cross-sell and Up-sell opportunities
• Integration with Billing system/s
Service & Call Center
With the increasing commoditization of telecom services, customer service is the key competitive differentiator for Telecom companies. Customer service encompasses the traditional call center, self-service options, and also field service teams. The features of a CRM solution in this area would be:
• Service requests management
• Email, fax, telephony, web integration
• Integration with billing system/s
• Billing management
• Fraud and Credit management
• Complaints management and resolution
• Collections management
• Workflow management
• Asset management
• Field service orders management
• Customer self-service
CRM Solutions in Insurance Industry
The CRM solutions enable companies in insurance industry to improve their ability to acquire, retain, service and cross-sell to customers, while reducing operating and maintenance costs. These CRM solutions include Marketing, Sales, Service & Call Center and Channel Sales & Service.
Marketing
The insurance organizations regularly perform market, product, customer and geographical analysis to develop and refine their marketing and sales strategies. The organizations align campaigns with target audiences; plan and execute personalized campaigns and measure, monitor and refine campaign performance to ensure optimal return on investment. The marketing solutions enable
• Marketing Research and Analytics
• Business Analysis and Planning
• Telemarketing
• Marketing Encyclopedia
• Marketing Program Design and Execution
• Campaign Management
• Relationship Management
• Personalization
• Marketing Process Management
• Competitor Analysis
• Underwriting Profitability Analysis
Sales
The sales solution enable the insurance organizations to manage leads, customers, configure policy quotes, capture policy orders and process the policies. The field professionals should be able to accurately forecast future business, share customer information across sales teams and select products to meet the unique needs of each customer. The sales solutions enable
• Lead and Opportunity Management
• Account and Contact Management
• Household Management
• Customer Profiling
• Customer Aquisition
• Customer and Prospect Optimizer
• Client Information Integration System
• Content Management
• Quote Management & Automatic Quote Generation
• Products Management
• Order Management
• Policy Management
• Sales Compensation Management
• Underwriting
• Case Status Management
• Activity Management
• Account Analysis
• Proposals and presentation preparation
• Quotas and Incentives preparation
• Territory Management
• Expense report generation
• Correspondence and fulfillment
• Need Analysis and Product Advice
Service & Call Center
The Service and Call Center solutions enable the insurance organizations to deliver superior customer service through fast and easy access of information related to products, benefits coverage, claims and payment information. With these solutions, the insurance organizations are better equipped to meet quality and service standards. The service and call center solutions enable
• Claims Management
• Policy Contract Management
• Billing Account Maintenance
• Document Management
• Endorsements
• Sales and Service Entity Location
• Service Request Management
• Service Levels Agreement
• Interaction Management
• Email Response
• Call Scripting
• Computer Telephone Integration
• Customer Self-Service
• Personalization
• Customer Satisfaction Surveys
• Web Collaboration
Channel Sales & Service
Through Channel Sales & Service, the insurance organizations can route leads, opportunities and service requests to brokers and agents and can track their performance on all assigned items. The Channel Sales & Service solutions enable
• Maintain Partner Portal for Agents, Brokers and Service Providers
• Partner Management
• Agents Management
• Distributors Management
• Channel Compensation
• Risk Assessment
• Partner Self Service
• Partner Training
• Customer Information Management
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