OBS! Vi kommer att ”muta” alla telefonerMålsättning är att ni på ca 30 min ska få ett smakprov på vad Pivotal CRM är för ett system och vilka mervärden användare av Pivotalerhåller
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Vi ska prata om några roller/funktioner och vilka problemställningar som finns och ur Pivotal CRM stödjer och supportar detta.
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Management and coordination of marketing efforts in a single utility Pivotal MRM is a complete solution to plan marketing campaigns and projects, allocate budgets and resources, define performance objectives, and calculate the return on investment (ROI) using an easy-to-use interface.Expense Tracking Using Pivotal MRM’s expense tracking feature, you can capture expenses incurred by a marketing project andthereby, easily track key financial information for each of your marketing campaigns. Thus, by using available dataabout forecasted and actual costs incurred, you can effectively identify the most profitable marketingcampaign/project.Marketing Calendar Pivotal MRM’s calendar, designed using Microsoft® Windows SharePoint Services 3.0, provides marketers acalendar view of marketing campaigns and projects. Using the calendar, marketers can effectively plan their presentand future marketing efforts by taking a quick look at the duration of each marketing campaign/project and theprogress of each marketing project.Multiple Marketing Project Types Pivotal MRM provides four marketing project types to cater to various marketing channels such as emails, and telemarketing, to name a few, that users may want to adopt. The following marketing project types are provided outof-the-box:• General• Email• Telemarketing• CollateralEffective Reporting Using out-of-the-box system reports, you can analyze marketing results to identify winning marketing strategies andto re-evaluate less effective marketing methods. Pivotal MRM provides the following three reports out-of-the-box:• Marketing Project ROI: To calculate the Return on Investment (ROI) for a marketing project use the Marketing Project ROI report. This report displays the actual and potential return on investment for each marketing project.• Marketing Project Effectiveness: To analyze the effectiveness of a marketing project use the Marketing Project Effectiveness report. This report displays the number of leads generated by a marketing project and that are processed into opportunities. The report also displays the leads rejected, and the percentage of leads that are new or repeat leads.• Opportunities Generated by Marketing Projects: Using this report, you can view information aboutopportunities generated by a marketing project.Integration with Pivotal eMarketing 6.0.4 Pivotal MRM provides users the ability to create a marketing project of type email and then execute the project using Pivotal eMarketing. Pivotal eMarketing is a CRM application that provides a quick, intuitive user interface forcreating, launching and tracking email campaigns. Thus, Pivotal eMarketing is an optional component that you can install if you plan to integrate campaign execution capabilities provided by Pivotal eMarketing with Pivotal MRM.Integration with Pivotal Contact Center 6.0 Pivotal MRM provides users the ability to create a marketing project of type telemarketing and then execute the project using Pivotal Contact Center 6.0. Pivotal Contact Center is a CRM application that gives Customer ServiceRepresentatives (CSRs) the information they need to deal efficiently with customer requests, and deliver personalized service. Thus, Pivotal Contact Center is an optional component that you can install if you plan to integrate advancedtelemarketing capabilities provided by Pivotal Contact Center with Pivotal MRM.
Key Features• Customizable User ExperiencePivotal eMarketing 6.0.4 provides a customizable access method that can be tailored to your company’sspecific marketing needs to allow your marketing professionals to hit the ground running. Out-of-the-box,it provides an easy to use interface designed to create highly personalized HTML and text based emails,and then deliver them to your target audience.• Recurring CampaignsCampaigns can be selected to automatically recur at given time intervals, sending emails to new recipientswithin the target audience.• TemplatesTo enable consistency and branding within your communications, both HTML and Text email templatescan be pre-defined and imported into the system to assist with campaign creations. Pivotal eMarketingusers can then select a template through visual thumbnails and previews to add their own personalmessaging.• Multi-List SupportPivotal eMarketing supports multiple lists and search combinations for a campaign. This allows for presegmentationof audiences that can be reused in multiple campaigns.• Web AccessThis Web application allows target recipients and new registrants to edit their personal information,identify their e-mail preferences, and select to opt-in/opt-out of specific campaign types through a simpleweb portal.• BatchingIn Pivotal eMarketing, batching allows you to deliver your emails in small batches at short intervals tomanage the load on the email server and to avoid flooding recipient domains; thus reducing the likelihoodof being blacklisted.
Provision for creating and managing scripts Contact Center 6.0 enables an administrator to create and manage script templates to ensure that CSRs and telemarketers handle phone interactions with customers uniformly. Contact Center 6.0 also allows the administrator to: Define script steps Validate and modify script steps using the Tree View Control Leverage support for HTML / XML content in script questions or script steps Identify and define a script using a combination of Service Type, Request Type, and Channel conditions for an inbound call. Define an Action plan if the call requires that CSRs perform a consecutive action Access and specify external Web sites in a step of a script. Contact Center 6.0 allows the administrator to preview, validate, and test scripts to ensure that they run as expected. The administrator can test the script against a contact in the CRM system. Facility for scheduling calls for marketing project targets This feature enables the administrator to generate a list of calls, and a list of target customers for a marketing project. CSRs use this list to market new products, promotional offers, and services to customers. The administrator can set the maximum number of calls that can be made to a target. The Do not Call feature allows the CSR to set the status of a scheduled call to “Do not call” if the contact does not want to be called again. On saving, the status of all other scheduled calls related to this contact is set to “Do Not Call”. This feature also allows the administrator to track the total number of calls generated, and calls that have been completed in the generated list. Support for inbound and outbound calls Contact Center 6.0 enables CSRs to use a simple interface to handle inbound calls. This interface allows CSRs to search and identify the customer, and handle service requests from customers efficiently. The administrator can create service teams for CSRs to assign service requests to a service team. This ensures that service requests are addressed quickly and efficiently.Support for outbound calls can be achieved by creating a list of target customers and associate the list with a marketing project. The CSRs can run a script to make scheduled calls to contacts in the target list and introduce new products, and promotional offers. An informative and intuitive Dashboard The Contact Center 6.0 Dashboard provides CSRs and the administrator with useful information related to day-to-day activities such as: o My Current Status o My Open Service Requests o My Outgoing Calls Today o Service Requests by Type o Currently Active Projects o Current Status of Employees o Current Scheduled Calls Volume by Status Integration with Reports Contact Center 6.0 allows CSRs to analyze business data with using the following out-of-the-box reports. o My Service Request Summary o My Outgoing Calls Summary
Byggerpå modern .NET teknologiPortalerbyggs med Sharepointför en sömlös integrationTight integration med Office och Outlook (somnihar sett)
Ledningen tog beslut 2008 om att utveckla nya metoder för att effektivisera sina säljprocesser och även upphandla ett nytt CRM-system som skulle stötta den nya sättet att arbeta på.
Det nya systemet döptes till ahead och CRM-systemet man valde var Pivotal CRM
Ledningen tog beslut 2008 om att utveckla nya metoder för att effektivisera sina säljprocesser och även upphandla ett nytt CRM-system som skulle stötta den nya sättet att arbeta på.
Gå gärna in på www.cdcsoftware.se/grossist och ladda ned det kompletta kundcaset
Pivotal CRM är mkt mer än ett vanligt standard CRM-system, CRM + eller extended CRM
Vi kommer att skicka ut ett mail, där ni har möjlighet att ladda ned presentationen om ni så önskar