Travant Solutions, Inc.
   

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CRM
Customer Relationship Management (CRM) software provides the solution to manage the lifeblood of a company: integrating marketing, lead management, account management and communications, field sales, internal sales, customer care, sales and pipeline management and mission critical activities, such as product development and delivery. Travant has extensive experience in the implementation of CRM solutions, including the selection, installation, and integration of CRM software products.
What is CRM and CRM Software?
Simplistically defined, CRM pertains to all aspects of how a business relates to and manages its customers and prospective customers. CRM software is used to track activities, touch-points and opportunities with customers and prospective customers, but a robust CRM solution can do much more than that. CRM software solutions impact not only the bottom line of an organization with its efficiencies and cost reductions, but it also impacts the top line of an organization. The following are some of the ways that CRM can grow revenues and reduce expenses.

Marketing Automation
CRM software provides sophisticated facilities for all aspects of an organization's marketing processes. The following are some key features of marketing automation that CRM software can facilitate:
  • Campaign Management - Assign, schedule and track marketing activities within a campaign. CRM enables precise measurement of results for marketing campaigns.
  • De-duplication - Establish rules to identify duplicate entry of key customer contacts to avoid unnecessary confusion, missteps and expense, such as mailing costs.
  • Email Management - Send HTML e-mails, create e-mail templates and send attachments to bulk e-mail messages.
  • Outbound Call Management - Integrate outbound calls into any marketing campaign, and set up target lists and follow-up calls. CRM can create tasks and reminders to ensure that resulting opportunities are not forgotten.
  • Lead Management - Give your sales team real-time access to the latest prospects and campaigns. CRM tracks leads and can promote them to new accounts or opportunities within existing accounts.
  • List Management - Create new target lists from selected criteria across your prospect and customer database, reuse successful campaign lists, and import mail-house lists.
  • Reporting - Create point-and-click reports and graphs for immediate analysis and decision-making. Analyze campaign measurements, productivity and the value of lists used in the process.
Sales Force Automation
CRM provides powerful controls for managing the sales pipeline and forecasting results. CRM software ensures that opportunities are not forgotten and provides analytics to learn how to manage different types of opportunities. The following are features of sales automation:
  • Pipeline Management - Manage and analyze your pipeline, and maximize the ROI on every lead.
  • Sales Forecasting - Profit from a new level of control and predictability, and plan your operations with confidence.
  • Territory Management - Administer and change sales territories in the system.
  • Account Management - Identify and recruit new clients, and resell to existing ones.
  • Opportunity Management - Manage all key opportunity data for maximum sales productivity and effectiveness.
  • Reporting - Create point-and-click reports and graphs for on-the-spot analysis and decision-making.
Customer Service
There is nothing more important to any company than its customers. CRM solutions put processes into place that ensure care of those customers is not left to chance. CRM enables you to track each interaction with a customer, record interests and escalate concerns that they have with products and services, and build a knowledge base of solutions to provide better customer support. The following are customer service features provided by CRM software:
  • Contact Management - Obtain immediate on contacts, including real-time access to relevant customer data, such as notes on previous conversations with other team members.
  • Call Center Support - Access a central repository for all customer data, allowing issues to be quickly resolved.
  • Knowledge Base - Store support incidents and case solutions in a central knowledge base which may be made accessible to customers to increase efficiency.
  • Service Agreement Management - Easily track and meet your service level agreements.
  • Tracking - Track your customers' needs and maintain a complete history of customer-related interaction.
  • Reporting - Create point-and-click reports and graphs for on-the-spot analysis and decision-making.
Selecting and Implementing a CRM Solution
Although any organization can benefit from CRM, the optimal CRM implementation harnesses the processes and vocabulary of that organization. It is because of this that CRM software products are very configurable and expandable. Some products offer robust features in certain areas more than others, but most of them can be tailored to carry out various business processes. The cost of implementation is minimized by carefully considering which software product is the right fit and by following a good implementation plan.
Selection
Travant has extensive experience with the software selection process. Travant applies powerful techniques, such as use case analysis (a technique to map system functions to the actors that use them), to establish and document the value of CRM specifically to your organization. Travant then develops a desired feature list and drafts a request for proposal (RFP) from CRM vendors. Travant manages the vendors, scores their fit to the necessary features, and arranges for product demonstrations. The key is to ensure the vendors remain focused on the interests of your organization, rather than ancillary features, and to ensure that all vendors are measured from a level perspective. Travant does a technical assessment of each potential solution to determine the complexity of enhancements that might be required during the subsequent implementation, and will guide you on the total cost of ownership.
Implementation and Tailoring
Travant will manage the implementation project and ensure that each of the use cases determined during the selection process is accounted for and enabled. Conducting training for CRM system users as well as the IT staff to support the software is a critical part of the implementation. Travant has the technical expertise to guide this process and to tailor the solution to meet the needs of your organization. Some enhancements can utilize the tools that are delivered with the CRM software. Other times, Travant may leverage its software engineering capabilities to create database enhancements and new system screens where applicable.
Reporting
As employees carry out daily processes and enter information into CRM Software, an extensive base of information is built. CRM software provides multiple ways to analyze this information and obtain critical measurements from it. Reports are often available in HTML, Adobe PDF and Microsoft Excel formats. Graphical views, such as pie charts and bar graphs are also generally provided. Furthermore, any reporting tool supported in your business that can be utilized with a relational database management system (such as SQL Server, Oracle, DB2, and My SQL) can be used for CRM analytics.
Experience
Travant has the experience and knowledge to implement the right CRM solution for your organization, to integrate it seamlessly with your enterprise systems, and to populate it with your organization's meaningful data. Travant's implementation experience includes Sage CRM, Oncontact CRM, and Sugar CRM.