e-CRM(Customer Relationship Management System)

Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. CRM software is used to support these processes, storing information on customers and prospective customers. Information in the system can be accessed and entered by employees in different departments, such as sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation. Details on any customer contacts can also be stored in the system. The rationale behind this approach is to improve services provided directly to customers and to use the information in the system for targeted marketing and sales purposes. CRM includes many aspects which relate directly to one another:

Front office operations — Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc.

Back office operations — Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.)

Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities.

Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability, etc.).

Major Modules

  1. Master
  2. Transaction
  3. Reports
  4. MIS
  5. Security
  6. Utility
Master: This module includes all the basic information:
  1. Product master: We can describe our product, its sale price and its AMC charges
  2. Customer master: Customer records are maintained in customer master
  3. Term master: Terms for quotation and AMC are modified here
  4. Reference source: It collects the information of the demo and cold call executive
  5. Account information: Bank and other accounts records are maintained here
  6. Staff information
  7. Demos done
  8. Number of installations
  9. In case of Telesales, calls made by the respective telesales executive
Transaction :
  1. Preparation of Quotations
  2. Product Invoice/Bill
  4. Source of Enquiry details
  5. Product-Customer related Details
  6. To Call/Follow-up List/Reminder
  7. Bank cash transaction
  8. Clearing entry
Reports :
Accounts :
  1. Bank book
  2. Bank reconciliation
  3. Cash book
  4. Cash flow
  5. Adjustment register
  6. Sundry debtors
  7. General ledger
  8. Income & expenditure statement
  9. Trial balance
  10. Balance sheet
Daily call report : It generates the report for telesales executive Itemized report of all the calls made by the executive can be analyzed

Employee schedule : Daily employee schedule of the executives, whether they are in marketing or in tech-support

MIS (Management information system) :
  1. Expense analysis
  2. Monthly Expense analysis
  3. Revenue analysis
  4. Product wise monthly sales
  5. Executive wise sales analysis
  6. Source wise sales analysis
  7. Source wise executive sales analysis
  8. Security:eCRM has a Very Simple Solution for Security of data, where administrator user can assign any kind of operational rights to end users
Some additional features :
  1. Search Engine: eCRM has a Very Simple inbuilt search engine where user can search any record with any criteria
  2. Export Data: Reports and Master Data can be exported to other formats like Excel Sheet, Word Document or PDF file
  3. Designed for Windows 9x/NT: The system is designed for windows as OS to enjoy the user friendliness of GUI and MS Access/ MS SQL Server as back end to have a power of RDBMS
  4. Sales register
  5. Amc party register
  6. Sales party
  7. Outstanding Bills
  8. Expense analysis
  9. Cancelled cheques
  10. New calls