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CRM
Every interaction – an inbound or outbound call, e-mail, or web-based collaboration – provides you with an opportunity to gain new business and boost your existing customer satisfaction levels. To drive success and retain a competitive edge, your organization must leverage every contact with your customers and use every approriate customer interaction channel.
Westernacher defines CRM as a clear business objective: to consistently deliver a level of customer satisfaction that sustains a highly satisfied client base, wins you new customers, and ensures repeat customers. Given that fact, CRM is the most sensitive part of your business.
Our CRM Solutions Focus On:
- Marketing Strategy and Campaigns
- Optimizing the Sales Pipeline and Mobile Sales
- Quotation and Information Availability
- Telesales and Call-Center Services
- Internet Sales
- Increasing your Service Level including Mobile Service
- Analytical CRM
Marketing Strategy and Campaigns
Marketing strategy and campaigns enable your organization to define a clear-cut strategy to manage marketing campaigns with clear objectives, while planning and controlling all of your marketing activities. You can personally address your customers, map seasonal sales and promotional events, assess all marketing activities and build a reliable base of knowledge for your future marketing strategy.
Optimizing the Sales Pipeline and Mobile Sales
Optimizing the sales pipeline and mobile sales, enable your marketing departments to identify and target their best customers, and generate quality leads for the sales team. Accessing all customer-related information –– key contacts, customer history, latest contacts –– also via mobile systems provides your sales force with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and its distribution partners.
In addition to SAP Mobile Sales, Westernacher’s SIGNO PDA solution provides a simple, yet powerful system that not only captures customer orders. This application also allows to enter information on competitors’ prices and placements in shops.
A Westernacher solution for BlackBerry complements the Windows Mobile based architectures. For more information on how to take advantage of different approaches to mobility, check out our special workshop.
Quotation and Information Availability
Quotation and information availability helps your sales force to create professional, reliable quotations, even on hand-held mobile devices, by accurately calculating individual prices based on a multitude of pricing schemes. Simplifying and automating this process enables close control of per-order and per-customer revenues. Additionally, sales personnel can speedily submit sales orders online, while ensuring that they promise only what can be delivered.
Telesales and Call-Center Services
Telesales and call-center services enable your telesales personnel to optimize their reactions to customer queries, by collating all product and customer-related information and giving them access to it anywhere and anytime. They can instantly check for cross-selling opportunities, while promoting speedy, timely and accurate customer support.
Internet Sales
Internet sales enable you to tightly integrate your online store into logistics and service structures to make internet purchasing an enjoyable experience for the customer. Additionally, you can capitalize on visitors’ interest by guiding potential customers through your store’s product offerings and by encouraging customer registration for attractive offers and customer loyalty propositions.
Increasing your Service Level including Mobile Service
Mobile solutions for support services provide your service teams with accurate, individualized information about customer problems, history of complaints and individual hardware as well as software configuration by ensuring that service personnel gives your customer a positive impression of professionalism along with efficiency results of the finest definition in service support.
Analytical CRM
Analytical CRM meets the technical challenge of storing all per-customer and per-transaction information. Transactional data is moved into a data warehouse, providing you access to long-term history without clogging your operational system.
Westernacher goes beyond traditional data warehousing to provide complete solutions for capturing and evaluating enterprise-wide information. Our SAP BW solutions help you identify, integrate, and analyze relevant corporate information, allowing you to make informed decisions and take appropriate action to bolster your level of competitiveness.
At Westernacher, we recognize that CRM success requires an overall, integrated methodology. We leverage a combination of domain expertise, best practice implementation experience and customizable solutions to provide organizations with precisely such an approach.
Our CRM solutions address your concerns, in an increasingly competitive scenario, to retain and acquire new customers. They focus on orchestrating customer support for sales, marketing, customer service and support.
