The identification and retention of profitable customers is key to gaining competitive advantage. By focusing on customers rather than on products, the TROPOS Customer Relationship Management (CRMS) module helps a business to manage their customers over the long-term rather than simply on a transactional basis. By providing an efficient and consistent service, the level of trust customers gain will increase, and a profitable relationship can develop.

The TROPOS Customer Relationship Management System module provides full contact management, call logging and action tracking functionality to allow Front Office departments to manage customer relationships both easily and efficiently. Sales can use this functionality to define and track leads; Marketing can use it to manage promotional campaigns; Customer Support can use it to log service requests and problems which in turn may require further activity to be carried out by other business functions.

A consistent view of the customer is fundamental to CRMS. TROPOS provides a single repository of details relating to customer and prospective customer contacts. Being integrated with all of the other TROPOS supply chain modules, CRMS can share underlying data with all parts of the business. All functions within the business will therefore have that consistent view of the customer and also full access to the history of all contact with each customer.

Every call that is made by the customer can be logged, and all actions that arise from a call can be defined and assigned to specific people or functions through to resolution of the call. In addition all activity performed in respect of these actions can be logged, thus providing the business with a knowledge-base of all customer issues and how they were resolved. This can then be searched and leveraged if and when similar issues occur in the future.

Combined with a Browser interface the CRMS module provides an important tool for managing contact with your customers and raising your level of customer service.

TROPOS Customer Relationship Management

• Contact Management
  • Multiple Contacts per Customer Address
  • Internal Contacts
  • Contact-specific details including:
    • job title
    • telephone no. and mobile no.
    • e-mail address
    • Text and Extra Data
  • Contact search/enquiry facilities
  • Contact suspension
• Call Logging
  • Incoming Calls (e.g. complaint-handling)
  • Outgoing Calls (e.g. marketing activities)
  • Multiple Call Types
  • System-generated Call Numbers
  • System-maintained Call Statuses
  • User-defined Call Reasons and Priorities
  • Extra Data by Call Reason
  • Issue, Comment and Reply Text
  • Call ownership by person or department
  • Optional auto-addition of new Contact
  • Optional auto-addition of Action or Set of Actions
  • Cross-reference Calls to:
    • TROPOS objects/documents such as sales order, GRN, product, lot or credit note etc.
    • User-defined objects/documents
  • Target and actual fix dates
  • Accumulated Call costs and time spent
• Action tracking
  • Multiple Actions per call
  • Standard and/or ad hoc Actions
  • User-defined Action statuses
  • Action ownership by person, department or contact
  • Planned and actual start and end dates/times
  • User-defined Priorities
  • Optional or Mandatory
  • Action sequencing enforcement
  • Accumulated Action costs and time spent
  • Actions Due Enquiry
• Activity Recording
  • Multiple Activities per Action
  • Pre-defined or ad hoc Activities
  • All activities time-stamped
  • Free-format text description
  • Optional entry of time spent
  • Optional entry of cost incurred
• Call Management
  • Call Look-Up Enquiry on any combination of:
    • Customer, Address and/or Contact
    • Department and/or Owner
    • Call Type, Status, Reason and/or Priority
    • Cross-Reference
  • Call Text Search on:
    • Call Issue text
    • Call Comment text
    • Call Reply text
    • Action text
    • Activity text
  • Call deletion
• Standard Action Management
  • Pre-defined Actions - repeatable, consistent
    • Default Action description
    • Optional default Action Ownership, Priority, Standard Time, Standard Cost and Text
  • Default Standard Action by Call Type
  • Pre-defined Sets of Actions by Call Reason
• Call Plans
  • Build contacts lists
  • Monitor calls due
  • Call records