Benefit CRM solution

Some of the features include:

Sales and Marketing:

        Record all interactions with customers

        Detailed description of customer and contacts using customizable data fields

        Defining primary contact person and method (Email, Phone, Letter...)

        Identifying customers according to affiliation groups (Industry, Revenue, etc.)

        Creating different price lists according to affiliation groups

        Recording customer calls and linking calls to contacts, products and serviced equipment

Customer Service

         Define and describe serviced equipment – Serial numbers, manufacturer, and supplier. Pin point the Location of the equipment at customers site

         Create service and guarantee agreements to serviced equipment. Define billing and support methods.

         Link customer, Inventory and equipment records to form a complete customer service policy.

         Receive work orders regarding serviced equipment and bill according to the customer’s service agreement / project.

         Record entire customer service history and view in a single list view.

Product Catalogue and Inventory Management

• Create a detailed product catalogue outlining serial numbers (Manufacturer and Supplier), costs, price and bar code.
• Inventory management for every product in the catalogue
• Specifying storage location, quantities (on hand, on order)  
• Adjustable automatic reorder  function
• Built in interface capability with other inventory management programs.

Project Management

        Define projects linked to customers, products and contact person.

        Define project scope - dates, total hours, monthly hours, budget

        Assign employees to projects and define tasks according to project needs

        Control user’s diaries allowing the assignment of tasks to employees / departments.

Reporting and Analysis Tools

        Query builder - Build complex report from the data entered to the Benefit database

        Tabular reports - build from user selected tables and fields

        Grouping reports - select grouping and height separation or page break

        sum, count, average, last , first, max, min

        Ability to change fonts, colors and background format

        Report Generator - Build report from a previously designed query

        Personalize your own reports

        Drag and drop toolbar for positioning objects on report:

        Ability to run a report directly from the record view (customer, equipment, agreement)

Document Archive

        Create a central repository for sales literature and service knowledge base. Attach any kind documents and media files directly to any one of the following records:

 

        Customer

        Work Order

        Projects

        Inventory

        Service Agreements

        Marketing

        Smart search for specific attachments in archive

System Architecture

The Benefit CRM solution is Client / Server Windows application made out of 3 layers: User Interface, Platform and Database.

Fig. 1: The 3-Tier Model.

The User Interface and Platform layers provide the user with a constant experience throughout his session.

The Database layer varies according to the organization’s needs and can support small deployments of up to 8 users and large scale deployments with up to 30 concurrent users or more.

This design allows implementers to choose how to deploy and manage the application and to scale up with the organization’s needs.

The User Interface Layer:

The application’s user interface is comprised of a Control Panel, a Menu Bar and a Tool Bar (as depicted in Fig.2) that follow the user throughout his session.

 Fig. 2: The Benefit CRM solution user interface.

The Platform Layer:

The Platform layer’s main task is data validation and enforcing business rules. The platform serves as a bridge between the user interface and the database, masking it from the user. The user does not need to know how data is stored in the database and in which tables.

The platform also controls any integration with external systems (mail systems, financial systems, ERP or other databases).

 

Fig. 3: Customer Record view as presented by the Platform layer.

The Database Layer:

The Database Layer controls storage and consistency and checks incoming transactions.

The Benefit CRM solution was designed to scale with the organization's needs. BENEFITS’ flexibility allows users a choice as to which database platform to install.

The choice of database platform does not change the functionality of the Benefit CRM solution; all of the system features function regardless of the underlying Database. Currently two database platform options are supported:

1. MS Access Based Database (.MDB) – the native database layer which installs by default through the setup program of Benefit.  .MDB allows for small deployments of between 1 – 8 concurrent users working on the system.

2. MS SQL 2000 Server Database – a second database layer for a large deployment of between 9 – 50 concurrent users.  SQL provides a database platform necessary to produce desired performance and stability scores.

Deployment Options

The Benefit CRM Solution is tailored to match the needs and technical environment of each organization.

The system may be deployed in any of the following venues:

1. Single User Desktop Based Solution:
   • The most easy to deploy and maintain environment. Based on a single Box deployment and a single user usage
   • No data sharing is available. All 3 layers are implemented on the same computer system.
   • The database layer is made out of an .MDB file (MS Access Based)

2. Multiple Users Peer-To-Peer Based Solution:

Small Business Deployment – Up to 8 users working concurrently on a central database, data sharing among all users.

Based on a Central Database (.MDB file – MS Access based) installed on one computer system.

Allows other application users to access and modify the data concurrently on the central database.

3. Multiple Users Server Based Solution:

Medium Business Deployment – Up to 30 users working concurrently on a central database, data sharing among all users.

Based on an SQL 2000 server database which handles all data storage and management.

Users work on their own PC's and connect via network to the central database.

Allows local sites within a geographically dispersed organization to view and update CRM data.

Data synchronization occurs between the sites automatically on a predefined schedule. 

4. Multiple Users Terminal Server Based Solution:

Medium to Large Business Deployment – Up to 50 users working concurrently through the use of MS Terminal Services.

Single Box deployment on which the Application, MS SQL 2000 server and the Terminal Services are installed.

Centralized CRM solution provides top level performance, reliability and scalability.

Allows a geographically dispersed organization remote access to the system through the web, to view and update CRM data.

Customer Scenarios

Core CRM problems faced by small and medium sized businesses include inefficient sales and service processes, poor management  access to day to day business details and employee resistance to learning and using new lines of business applications. The challenge is to find a solution that can be implemented and maintained within an affordable budget, that can also integrate customer information and be customized to meet company's processes.

Scenario 1 - Lack of sales processes in a small business

Problem: Poor lead tracking and opportunity management reduces sales effectiveness.

The company has four account managers. There is no central record of who is dealing with which customers and no measure as to how successful each account manager is.

Solution: A CRM solution that improves employee productivity and increases profitability.

With the Benefit CRM solution the company is equipped to track and manage leads and customers effectively and can use reporting to evaluate success. Information sharing equips account managers with complete customer information.

The CRM solution empowers the company to efficiently manage their sales team. Because staff benefit from informed management control and support, they can, with only simple base functionality in the system, quickly receive the business strategies and training to get them going. 

Scenario 2 - Management lack access to business information in a medium sized business

Problem: Management cannot access necessary information to make informed decisions.

Sales staff spend much of their time on the road and have resisted using a CRM solution. Sales staff typically rely on Outlook, spreadsheets and paper notes to manage their customer data. Sales staff do not forecast regularly or accurately. Management do not have centralized up to date sales and customer information. As a result they cannot identify top selling products and who is buying them. Simply put, they cannot evaluate employee performance. As a result, inventory levels are poorly maintained, customers are dissatisfied and management cannot predict future performance. 

Solution: Empower management and employees with an application designed for low cost of ownership and integration with Outlook.

Designed for ease of use, rapid implementation, and efficient, cost effective customization and maintenance, the Benefit CRM solution can be up and running in a matter or days or weeks. The company can then make simple changes to the Benefit CRM solution interface  to meet their unique business needs and processes.
 

Scenario 3 - Disparate systems for tracking customer information

Problem: Customer service is on a separate system to customer information.

Customer service staff  do not have access to the latest customer information and are unable to properly deal with all customer enquiries and complaints. Conversely, sales staff are  unaware of service calls made by their customers and are therefore unable to address these satisfactorily when next contacting the customer.

Solution: An integrated sales and customer service.

With both sales and customer service information held on a single centralized system all employees can ensure customers receive a consistent experience.