CRM System
Customer Relation Management (CRM)
General description of the nature of the system:
This system targets in its services all commercial and service establishments whose sales and services target companies and individuals, and this system provides the ability to register and communicate with target customers and clients of the commercial and service activity of the establishment using this system through a team of communication coordinators specialized in sales, customer service and maintenance departments and departments And collection.
System initial settings:
- Classification of delegates, communication coordinators and target customers.
- Defining the results of communications with each of the targeted customers related to sales and customer management related to customer service, collection and maintenance.
- Defining the results of field visits with each of the targeted customers of the Sales Department, customers of the Customer Service Department, and the results of field visits for collection or maintenance.
- Adding the main delegate records for each of the sales department, customer service department, collection department, maintenance department, establishing a warehouse record for each representative through the warehouse system, establishing a custody record for each representative, and linking the delegates with human resources.
Adding the records of the contact coordinators for the sales, customer service, maintenance and collection departments, and linking the coordinators with the representatives in charge of serving their customers.
Establishing records of maintenance centers and their service representatives
Registering or establishing the data of the targeted customers and indexing them according to their whereabouts, the parties that bring them, and the delegates assigned to serve them.
Defining the names of supervisors and managers for marketing and sales and linking them to their delegates and coordinators.
Creating schedules for delegates.
Recording the estimated budgets for sales at the level of the representative, department, department or branch, and thus the estimated monthly and annual budget at the level of the company.
The main functions of the system:
First: Sales and Marketing:
- Providing the possibility of recording data of targeted and new customers and linking these new customers to the contact coordinators in preparation for the start of the coordinator’s communication with these customers by contacting them and offering them services or items of goods.
- The system provides advantages and controls during communication and communication processes with new customers, in order to schedule visits of representatives to customers within the Sales and Marketing Department.
After completing the representative’s visit to the customer, the system provides the possibility of documenting the result of the visit to the customer through a screen that shows all the customers who were visited by a specific representative or during a specific period of time, and this result can transform the new customer or the target customer into a regular customer so that an account is opened It has a customer account system
In the event that the visiting representative succeeds in achieving sales with the new customer, this visit is subject to documentation from the representative directly responsible for the representative after verifying the completion of the conditions for the result of the visit by selling to the customer, represented by either receiving the advance payment in the box or receiving an old device replaced as an old customer or both.
Second: Procedures for implementing the sale agreement to the customer:
- Receiving the advance payment in the box from the representative of the visit to the customer, or receiving the replaced old device in the warehouse from the representative, or both, is a necessary step, but a condition that must be implemented, so that the competent and authorized employee can issue the sale agreement.
In the event that the result of the representative’s visit to the customer is (reservation) in which the customer pays a down payment amount less than the value of the required payment determined in advance according to the company’s policy, the system provides the possibility of automatically reserving the goods that are the subject of the sale agreement through the warehouse system accompanied by the possibility of paying the value of this The deposit through the fund and the implementation of the automatic effects of this deposit and its classification so that it is easy to enter it into the advance payment payer later when the advance payment is completed by the customer.
When the conditions for editing the customer agreement are completed, the system allows the competent department to edit the record of the agreement with the customer, and thus automatically affects all systems related to the agreement, which are sales systems, warehouses, customer accounts, cash flows, and general accounting.
Third: customer service
- Enabling the communication coordinators in the customer service department to make contacts with customers in preparation for providing service to them by customer service representatives, and these communications are based on the entitlement of the visit to the customer according to the visits schedule that was automatically released after registering the sales agreement for the customer or according to the dates of visits added to customers at the request of the customer or with the aim of developing sales.
- Documenting the results of a representative’s visits to his clients in a specific period of time or a specific date. Through this procedure, the result of the representative’s visit to each client is determined, and the nature and type of each service and the dates of services.
- Providing the possibility of canceling a visit appointment or changing a visit appointment that was previously set by the customer communications coordinator.
- Based on the results of the representative’s visit to the customer, the system provides the representative with recording the necessary details for each of the results of the visit that were identified through the window (screen) documenting the results of the delegates’ visits. If the representative has achieved multiple results such as periodic maintenance, sales, warranty renewal, etc.
- Enabling the competent user to register a request for the exchange of goods for the new representative, and this request is transferred to execution automatically by the warehouse keeper. The system also enables the competent user with the authority to cancel the request for the exchange of goods.
- The system also includes among its main services the possibility of documenting the results of customer calls received from the customer by the customer service coordinator who receives the customer’s incoming call.
Fourth: Department and collection management.
- Based on the schedule of collection visits and the numbers and number of collection bills that were determined automatically during the process of registering the sale agreement with the client, the person in charge of the collection bonds custody delivers the bonds payable to each representative according to his clients.
The system enables the competent user, according to the authority, to document the results of the visits of the collection representatives to their clients, who have paid and received their bonds.
Retrieval of collection vouchers for clients who have not paid the company’s dues by the custodian of bonds and bills of exchange.
Monitor the delivery of gifts in the event that these gifts are related to the collection installments and ensure that the customer receives the gift due to him.
Receipt of the Central Fund of the amounts paid from clients to the collection agents, the liquidation of the custody of each representative of the amounts received from his clients.
Fifth: Department and Department of Maintenance.
- Providing the ability to register a repair request for customer devices that must be received in the maintenance workshop.
- Conducting examinations and evaluations by considering whether the device is under warranty or not.
- Completion of repair, billing and collection procedures, and finally delivery to the customer.
Sixth: daily movements and actions
- Showing customers before the appointment, that is, monitoring the customers whose appointments are due during a specific period of time.
- Changing the representative who brings the client.
- Changing the marketing and sales managers for clients.
- Modify customer visits data.
- Modify the next customer contact information.
- Update the client’s address.
- Cancellation of the visit of a representative to a client.
- Modifying the data of the offer made by the representative to the client.
- Changing the date of a representative’s visit to a client.
- Transferring appointments of one delegate to another.
- Amendment of the client’s reference (receiving party) in terms of the registration movement.
- Changing the client’s name.
- Changing the name of the reference.
- Transferring clients from one representative to another.
- Changing the client’s reference.
- Replacing a delegate to visit a client.
- Recovering a rejected customer.
- Updating customer data.
- Recording the customer’s geographical location.
- Transferring a customer from one branch to another.
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