Customer Service & CRM Details

   Solentris works hard to balance your organization’s need for customer relationship data and intelligence, with your user’s requirement to spend more time doing their jobs, as opposed to doing reports and status updates. Through our experience in working with small to mid-sized organizations for several decades, we have developed CRM modules that provide a good balance between allowing users to do their jobs, but at the same time track and report key customer relationship developments as they occur.

Key Features: Virtual Manager analysis of customer, territory and/or sales rep level business status. Consolidated Customer Review screens allow users to quickly identify and review all pertinent business information related to that customer. A complete Opportunity and contact tracking system to allow salesforce personnel and managers to keep track of leads and business potential. An integrated quoting system that links into the order management system. Multiple levels of customer contact information including references between Bill-to’s and Ship-to’s. Accounts Receivable summary status and detail. Customer order preferences and shipment preference information. Complete tracking of the order and invoice tasks by all employees that processed the order or invoice. Upcoming critical dates including orders and shipments by customer in calendar form. Quick links to inventory status, customer status, order status, invoice information, etc.

CRM Lead Management

Highlights:

• Leads and Prospects. Each user can manage their own Leads and Prospects in Solentris, or choose another user to manage specific Leads and Prospects on their behalf. For example, a sales representative might have an assistant who they would like to manage their leads for them. Or a sales representative, or manager, or even owner of the business may want to assign the management of a lead or prospect to another individual, yet still retain ownership of that lead.
• Opportunities. Leads/prospects and even customers can have Opportunities assigned or created for them based on the individual requirement. Perhaps an Opportunity is simply to talk again to a lead, or the potential for a future order, or maybe an existing customer is contemplating a new order. Opportunities can also have dollar values and product categories assigned and 5 star rankings to establish the likelihood of the Opportunity becoming a reality.
  Solentris users can also take advantage of an extensive quoting and opportunity-based management system that allows for the input and tracking of potential business, along with support for opportunity rankings and activity effectiveness reports.
• Quotes. Quotes use the same order processing system as real orders. This means that customers and potential customers can get timely and accurate information regarding their future orders. This also means that the process of converting a quote to an order is simple.
• Monitoring CRM Activity. Solentris contains many reports to help monitor and manage, leads, opportunities, to-do lists/tasks and quotes. Users are reminded of upcoming tasks, can review opportunity and quote histories, and managers can see how their staff is doing with their customers. Solentris also takes the complexity and time out of reporting, by using reports specifically designed to provide as much information about a customer relationship and product status as necessary. This means that in most cases single reports can answer many different types of customer questions efficiently.

Fully Integrated Customer Service and CRM

Solentris fully integrates its Customer Service and CRM systems with other modules in real time. Users can quickly review, monitor and enhance their customer relationships by accessing all relevant customer information using powerful customer review tools that combine key reports from many areas of the system onto one concise review screen. As your users are being contacted by customers, or reaching out to customers, detailed historical sales reporting, product demand analysis, complemented by complete order and invoice tracking, means that any user can anticipate customer inquiries and find the answers that they require from comprehensive screens.

Benefits: Data is accessible across all modules in real time. Reports and displays draw on information from many different modules to provide your users with a complete view of your customer relationship. Order processes interact with the CRM modules and quotes to ensure accuracy and efficiency. Data is easily interchangeable with spreadsheet and PDF applications. Reports, displays, orders and invoices can be easily emailed to recipients. Key reports can be automatically delivered to users via email. Highlights: Customer Demographics Details Credit, Territory and Sales Information Sales Trends Accounts Receivable Summary and Detail Order History Invoice History Warranty and Returns Status and History Quotes and Opportunities (CRM) Status Product Purchase History In-House “Sticky Notes” for business relationship notes

Customer Service Reporting