Customer Relationship Management

We at peopleCRM make sure that your CRM system is fashioned to aid in perfectly-synched, interactive communication with customers and facilitates flexible adjustment of your customer policy as well as marketing strategy in keeping with evolving customer requirements.

peopleCRM ensures that most critical CRM features work for your business


The services that we offer include custom CRM solutions and modules development, SalesForce CRM integration, Microsoft Dynamics CRM full-cycle implementation as well as custom add-ons development.

Decision making support

  • Customer profiles: data collection, aggregation, history tracking
  • Customer segmentation rules automation
  • Market analysis and trends tracking
  • Cost-of-sale and resource allocation management
  • OLAP Techniques implementation
  • Reporting tools configuration
  • Dashboards & Scorecards
  • Planning & Scheduling Tools
  • Task Management tools
  • Issue Tracking tools

Sales & Marketing Automation

  • Product management
  • Leads and opportunities management
  • Campaign management, results acquisition and assessment
  • Sales administration
  • Sales cycle & pipeline management
  • Contract and Order management
  • Corporate data flow & Knowledge management
  • Document management
  • CRM system remote and mobile access
  • Collaboration workspaces

Customer Communication and Servicing

  • Customer Helpdesk automation
  • Call Centers automation
  • Alerts & Notifications automation
  • Customer Access Portal
  • Integration with customer’s data transfer systems and APIs
  • Inquiry repositories and processing
  • Request handling automation

Customer Segmentation and Policies


peopleCRM helps you deal with the most critical segmentation problems by deploying CRM features.

Accurately define customer segment

  • Combine and formalize financial, historical and legal data related to a customer both from external sources and in-house data storages.
  • Automate segmentation depending on the data collected and rules applied.
  • Automate segmentation audits making sure that new essential data affects transferring a customer to the other segment.

Apply customer policies according to segmentation

  • Switch routing, guidelines and restrictions within your processing and financial systems.
  • Collect feedbacks to improve policies & segmentation rules
  • Automate notifications and alerts for customer-related process participants.

Track and manage performance

  • Quickly identify valuable and low-profile groups by visualizing customer statistics per segment
  • Check and compare related activities efficiency for different customer segments
  • Allocate sales, advertising and customer service resources and efforts efficiently

Sales Force Automation

Automate Your Lead to Cash

Sales force performance gets a boost with help from peopleCRM that helps you to share sales data, build repeatable sales processes, reduce sales cycles by focusing on profitable deals, automate sales reporting and forecasting, and monitor business performance metrics.

Sales force performance also gets a boost with help from peopleCRM by helping sales representative track and share contacts and opportunities, manage and upsell into existing accounts, forecast revenue, monitor performance through dashboards, manage quotes and contracts, work offline through our peopleCRM mobile and collaborate through integration with Microsoft Outlook, Lotus Notes and other groupware applications.

Benefits

  • Share sales data across individuals and teams
  • Focus attention on the most profitable deals
  • Bring new sales representatives up to speed
  • Present effective presentations and proposals to customers
  • Monitor quota progress and business performance

Opportunity Management


With the help of peopleCRM Opportunity Management you help your team close deals faster by sharing consistent sales information, tracking deal progress, and recording deal-related interactions. Based on the working of your opportunity management process you can customize peopleCRM to suit you, including sales methodologies, account details, and opportunity handling.

Benefits


  • Share opportunity information across individuals and teams
  • Increase sales productivity through standardized sales processes
  • Ensure effective opportunity handling through collaboration and workflow
  • Tailor sales methodologies to meet your business needs

Opportunity Tracking and Reports


Real-time reporting helps you track and manage multiple opportunities. You can view opportunities by team, product or geography in charts and then go deep to understand how the opportunity is progressing. You can roll-up and analyze opportunities from across your organization. You can gain understanding into how different units are performing and what improvements can be made.

Customized Sales Processes


Adjust peopleCRM to fit your sales process. Customize the application to mirror how your organization tracks opportunities or download extensions from the peopleCRM community that track opportunities based on your industry and company size.

Opportunity Reminders


Ensure follow-through as opportunities progress across sales stages. Designate certain actions that need to be taken and automate reminders to ensure that teams and individuals take the necessary steps to close the sale.

peopleCRM Contact Management consolidates contacts into a single location and associates accounts with sales opportunities, account information and customer case information. Proven import and de-duplication technology ensures that companies have a clean, consistent view of customers and relationships.

Contact Imports

Import contacts from a variety of data sources in a few simple steps. peopleCRM supports data transfer formats for Salesforce.com, Act, Microsoft Outlook, Excel and CSV formats.

De-duplication

Automatically ensure good data quality through de-duplication checks which scan for similar contact records upon import.

Record Merge

Merge similar records in a few simple steps. With record merge, companies can combine information from multiple records to create a single master, reducing duplicate contacts while increasing data cleanliness.

Account Management

peopleCRM Account Management capabilities provide a single view of customers across products, geographies, account, and status. In one single page, users see not only account information, but all associated sales opportunities, contacts, activities, history, cases and quotes. Account management gives your organization the ability to build tighter, more profitable relationships by understanding the status of each account.

Benefits

  • Understand account status and relationships
  • Improve up-selling and cross-selling opportunities
  • Ensure consistent interactions with customers
  • Share account information across marketing, sales and support departments

Account Ownership

Outline who in your organization owns the account relationship and who else is involved in selling or supporting the account.

Coordinated Interactions

See who in your organization is interacting with the account before engaging. Understand if there are other marketing, sales or service interactions occurring with the account.

Single Account View

View all information related to accounts, including contacts, interactions, campaigns, service request history, and other attributes.

Forecasting


Sales representatives and managers need the ability to generate accurate forecasts based on sales data which peopleCRM Forecasting allows them. Managers can create, assign and edit quotas for their team, roll-up forecasts across individuals and teams, and measure forecast accuracy relative to commit amounts. Sales representatives can benefit from scenario planning tools to generate high, medium and low forecasts, use worksheets to develop accurate commit amounts, and track their sales progress from the homepage.

Scenario Planning

Generate more accurate forecasts with high, medium and low commit amounts to produce a more complete view of future sales results.

Forecast Worksheets

Leverage sales opportunity and sales stage information within peopleCRM to develop more meaningful and accurate sales forecasts.

Forecast Roll-Ups

Combine sales forecasts from individuals, teams or divisions to gain a macro view of how the company is performing relative to quota.

Quote and Contract Management


Armed with peopleCRM Quote and Contract Management, sales reps can generate accurate quotes with support for multiple line items, currencies and tax codes. Quotes and contracts can be delivered to customers via email, Microsoft Word, or PDF. Reps can more easily manage multiple versions of quotes and contracts because of strong version control functionality.

Benefits

  • Generate and present accurate quotes and contracts to customers
  • Integrates with the peopleCRM Products module
  • Manage multiple revisions in a single location
  • a clearer picture of customer agreements and products purchased

Dashboards


Employees and managers get real-time information about leads, opportunities and accounts with the help of peopleCRM Dashboards. Automatic consolidation of sales data from across teams reveals the information executives need to drive performance across their business. Manage access based on user profile and reveal information to employees only on need-to-know basis.

Benefits

  • Present user-specific information about sales opportunities and progress
  • Consolidate sales information from across the business for executives
  • Customize charts and reports based on key metrics
  • Drill down on charts to understand account progress and individual performance

Marketing Automation

Create Demand

peopleCRM completes the circle between marketing and sales enabling you to create, execute and track campaigns across multiple channels. You can develop strong email marketing programs and capture leads directly into peopleCRM with web-to-lead forms. You can manage and assign leads to your sales reps and track the marketing ROI of your programs.

peopleCRM email integration provides email management within peopleCRM by integrating with Microsoft Outlook, IBM Lotus Notes, Gmail, Yahoo! Mail, and IMAP based email servers. Users can archive email to peopleCRM, send email directly from peopleCRM, sync their email calendars, schedule and track activities, manage projects, and work offline or from a mobile device.

peopleCRM also offers an email archiving service that works with any email system.

Benefits

  • Create and execute campaigns across marketing channels
  • Captures leads directly into the CRM system
  • Measures return on investment of campaigns

Multi-Channel Campaigns


peopleCRM Multi-Channel Campaigns centralizes the development, execution and monitoring of campaigns across multiple channels (i.e., tradeshows, email, direct mail, or phone campaigns).

Benefits

  • Provide detailed views into campaign effectiveness across marketing and sales stages
  • Define campaign routing and approvals to ensure buy-in across the organization
  • Benchmark campaigns to understand which ones produce the most revenue
  • Track delivery, open, and click-through percentages of email campaigns
  • Include opt-in and opt-out links to email campaigns
  • Track campaign ROI by linking opportunities to specific campaigns

Campaign Wizard

The peopleCRM Campaign Wizard simplifies the process of creating a campaign by walking users though a simple process that gathers all the information needed to execute a campaign. The Campaign Wizard gathers information about the marketing channel, target, program dates, budget, expected revenue and offer to ensure that campaigns are effective and measurable.

Benefits

  • Simplifies campaign design, execution and tracking
  • Ensures proper testing, suppression, and list management
  • Offers real-time activity and ROI reports

Email Marketing

With Email Marketing, peopleCRM helps marketing managers to identify the correct target for a given campaign, design offers that convey the brand identity of the organization, and track the response rates once a campaign is executed.

Benefits

  • Ensure campaigns are brand consistent and coordinated across customer channels
  • Monitor campaign execution to ensure offers reach the targeted audience
  • Track and assign opportunities to campaign leads
  • Control opt-in and opt-out lists

Web-to-Lead Forms

peopleCRM Web-to-Lead Forms, created so that non-technical users find them easy to use, simplify the process of capturing leads into your CRM system. By embedding a customizable form within customer-facing web sites, Web-to-Lead forms directly import campaign responses into peopleCRM. Marketing professionals can designate what kind of information they would like to capture in each form to ensure useful information is handed off to sales people for follow-up.

Benefits

  • Automate lead import from the Web into peopleCRM
  • Reduce the need for technical resources to create web forms
  • Presents all fields and values from the Leads module
  • Offers design flexibility and decreases IT time spent in marketing support

Lead Management


peopleCRM's Lead Management equips marketing professionals with the tools to manage prospects and existing customers. Qualify and track leads from multiple campaigns and hand them off to the correct sales representative. Ensure prospects lists are valid and marketing offers are coordinated. With peopleCRM lead management, companies have the tools to populate the pipeline with more qualified leads.

Benefits

  • Segment leads based on the attributes that drive your business
  • Automatically capture and assign leads across multiple channels
  • Convert leads to opportunities and ensure appropriate follow-up

Marketing Analytics

peopleCRM Marketing Analytics helps companies to measure the effectiveness of marketing campaigns from the initial offer to a closed sales opportunity. Managers can assess the effectiveness of marketing campaigns relative to budget, channel, expected revenue and win rate to gain a full picture of how marketing programs impact the sales pipeline.

Benefits

  • Understand the ROI of marketing programs
  • Relate opportunities to specific campaigns
  • Track which channel is most/least profitable
  • Replicate successful campaigns in a few simple steps

Customer Support

It is universal knowledge that acquiring new customers is lot more expensive than selling to existing ones. peopleCRM customer support, gives you the confidence to deal with customer cases quickly and effectively, raising levels of customer satisfaction and loyalty.

peopleCRM customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues.

Benefits

  • Centrally manage and share all customer service issues
  • Understand frequency of incidents to improve product quality
  • Share information across individuals and teams
  • Measure the responsiveness of customer support

Case Management

peopleCRM Case Management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.

Benefits

  • Gain a complete view of customer service request history
  • Escalate unresolved issues before they become large problems
  • Monitor the effectiveness of case responses

Inbound Email

peopleCRM Inbound Email processing allows support organizations to better manage customer support requests through information sharing and routing. With inbound email processing, users can create rules for inbound e-mails and automatically assign cases to the right customer support representative.

Benefits

  • Shared group inbox to manage and assign cases based on workflow rules
  • Automatically attaches email to customer account record for better understanding of customer issues
  • Issues can be prioritized and assigned

Knowledge Base

The peopleCRM knowledge base helps customer support and engineering teams to better manage and share structured and unstructured information. The knowledge base allows user to create frequently asked questions (FAQs), manage files, and search and rate content - all in an easy-to-use interface.

Benefits

  • Allows users to create searchable content through full-text search, tagging, categorization and approvals.
  • Manages the content staging process so new material is reviewed by a manager who approves and posts the content.
  • Includes authoring, posting, and rating of FAQs for internal and external viewing.

Bug Tracking


A service organization in order to be effective needs to resolve customer problems quickly and recycle feedback from customers into the next generation of product. peopleCRM Bug Tracking allows companies to get a complete view of product problems, their frequency and the effort needed to resolve the problem. peopleCRM bug tracking not only ensures that customer problems are solved, but that products are improved.

Benefits

  • Ensure all customer cases are managed based on priority, status and category
  • Identify and prioritize customer problems
  • Assign incidents to employees based on availability, expertise or account relationship

Self-Service Portal

peopleCRM's Customer Self-Service Portal allows companies to provide self-service capabilities to customers and prospects for key marketing, sales and support activities. Customers can create cases, upload relevant information, search the knowledge base, and track cases to resolution without ever having to pick up a phone. All cases automatically appear within the peopleCRM Cases module.

Benefits

  • Reduce the number of inbound support calls by offering a self-service environment.
  • Expose support knowledge to customers through FAQs and knowledge base.
  • Allow customers to update account information and manage newsletter subscriptions.