Modules in CRM

Sales

Most Businesses needs a new business to grow in the best way to achieve their goal. Sales module in a CRM plays an important role in growing business which keeps tracking of new leads and opportunities. Leads represent an organization or an individual can be a customer to the company who shows interest in the product offering, it gets converted to an Opportunity. The customer can manage all the products offered by the organization if the customer looking forward to a product then they quote certain plan which is sent to the customer. If quote gets accepted by the customer that turns into an order and then a billed order generates an invoice. The user can monitor the performance of each sale and create dashboards which provide better visibility of revenue. Sales module automates the work process which reduces manual tasks and easily manages your entire sales process so you can focus on selling.

  • Leads: Represents a person or an organization that can be a potential customer to the company in future. This is the first step towards getting a potential customer in the system.
  • Opportunities: Represents a potential sale to the customer. Once a Lead shows interest in the offering, it gets converted to an Opportunity. An Opportunity will either be won or lost.
  • Accounts: Represents a company with which the organization has relations. Once an Opportunity wins, it gets converted to either an Account or Contacts.
  • Contacts: Represents a person, or any individual with whom the organization has relations. Mostly these Contacts are the customers of the organizations (e.g. all credit card customers of a bank). Once an Opportunity wins, it gets converted to either an Account or Contacts.
  • Competitors: Manages all the market competitors of the organization.
  • Products: Manages all the products offered by the organization to its customers (Example, all the credit card plans).
  • Quotes: A formal offer for products or services proposed at specific prices sent to a prospective customer (Example, yearly pricing of a certain credit card plan sent to the customer).
  • Orders: A quote that gets accepted by the customer turns into an Order (Example, out of all the plans that the organization offers you, you may go for a 6-month subscription).
  • Invoices: A billed order generates an invoice.

Marketing

Marketing is a process helps your business to succeed in the best possible way. Every e-commerce company needs to market its products or services to get existing and new potential customers, this marketing module is very important for all businesses to create Campaigns, newsletters, marketing list etc., Marketing Lists which group all your Leads, Contacts, Accounts to interact them via sending newsletters, emails, event details and other meeting updates. It also allows you to create Campaign that helps you organize and manage marketing projects which provides insights on every sales and ROI for each campaign. Campaign keep tracking of all activities included in a campaign, such as emails, calls, etc., all the inquiries can be automatically replied and that can be followed by a formal reply by marketing personnel. This module helps you to identify and evaluate the success of marketing activities.

The Marketing module of CRM is designed to drive the entire marketing process of an organization for its existing and potential customers. The Marketing module consists of the following sub-modules:

  • Marketing Lists: Provides a way to group your Contacts, Accounts, and Leads and interact with them via sending promotional emails, event details, newsletters and other updates relevant to the target customers. You can define the criteria to create your marketing lists (Example, contacts aged between 25 and 35).
  • Campaigns: Campaigns are designed to measure the effectiveness and accomplish a specific result, such as introducing a new product or increasing the market share and may include various communication channels such as email, newspaper ads, YouTube ads, etc.
  • Quick Campaigns: A Quick Campaign is similar to Campaign however it can be related to only one type of activity.

Support

CRM support module is designed to manage and track the customer service of businesses such as supporting the incident-based and service-based support. Customer complaints or requests are tracked via cases, if a customer has any concerns about payments, billing, refunds, etc., they can directly make a call to the service people to get their problems resolved. After clearing the customer problems, the case should be closed finally.

Reporting

CRM reporting modules have the ability to analyze your business data to get real-time insights. This helps users to create quick reports with charts, tables, and graphs to easily analyze their data. These reports can be shared easily with your team and it helps you find your ups and downs to make decisions on achieving business goals.

Activities

Activity module plays a vital role in day to day business operations. Activity shows communication with the customer such as emails, phone calls, meetings, tasks, notes, etc. help you and your businesses understand all of the communication you have had with each customer. Activities should be used by every user who has many external relationships and communications that can be stored and found later.

  • Phone Call
  • Email
  • Task
  • Appointment
  • Recurring Appointment
  • Letter
  • Fax
  • Campaign Response
  • Campaign Activities
  • Service Activity
  • Custom Activities

Service Management Module

The Service Management module covers the following sub-modules:

  • Cases (Incidents): Supports any customer requests, issues, or complaints to be tracked via incidents/cases. A case follows various stages of an issue resolution process and then finally gets resolved and is closed.
  • Knowledge Base: Maintains a master repository for all the common questions and answers that the customer frequently asks.
  • Contracts: Contracts work with Cases indicating all the active contracts that the customer has.
  • Resources/Resource Groups: Represents the people, tools, rooms, or pieces of equipment that are used to deliver a service. These resources can be used to solve a specific customer issue.
  • Services: Represents all the services that the organization offers to the customers.
  • Service Calendar: Used to schedule work timings and schedules of the users who work in the organization.

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