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CRM (CUSTOMER RELATIONSHIP MANAGEMENT) BUSINESS PROCESSES, SOFTWARE PACKAGES

CRM Technology has extensive experience in the Customer Relationship Management business processes and implementing them using packaged solutions. CRM Technology specializes in the areas of:

CUSTOMER SERVICE

Case Management (Issue Resolution: Call Center - Receive problem ticket, manage and route problem ticket, Resolve problem ticket)
Service Contracts
Installed Base Management
Quoting process and integration into Ordering process
Field Service (Manage the dispatch Field Engineers on Service Calls)
RMA (Returns Material Authorization) Management and Depot Repair process


eSALES

Sales Contracts and Warranty Management
Territory and Sales Region Definitions
Contacts Management
Forecasting
Lead Qualification
Opportunity Management
Deal Management
Quoting
Ordering
Sales Commission and Incentive Compensation

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PRM (Partner Relationship Management)

Opportunity /Account Collaboration & Management
Partner Profiling
Partner Authorization Management
Partner Training/Certification Management
Partner Communication Management
Partner Performance Reporting
Channel and Alliance Management Process

CRM Technology has:

  • Full CRM implementation experience, with a particular focus on Siebel, Clarify, Kana, and Oracle CRM.

  • Full end-to-end CRM implementation for Fortune 500 companies dealing with global customers linked on an enterprise WAN as well as local LANs

  • Projects done in CRM include Call Center, Logistics, Sales and Marketing, Service Sales, Partner Relationship Management, Sales Crediting, Sales Compensation, Incentive Bonus, B2B, RMA handling, Distribution and shipping, workflow management, Sales compensation planning, Inventory control and planning

  • Oracle 11i, Java, and custom development and deployment of Enterprise applications

  • Internet solutions using J2EE, Java2, JSP, Servlets, IIS, Netscape Server, Apache Servers, and Tomcat etc
  • Extensive experience in using middleware solutions such as Tibco, Webmethods, Active, Tuxedo and RPC for CRM package integration

  • Application performance tuning.
     
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