Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is a key business management function for managing and nurturing a company’s interactions with clients and sales prospects. Cadebill CRM provides the technology to organize, automate, and synchronize business processes — marketing, sales activities, customer service, and technical support. Cadebill CRM facilitates implementing a company wide business strategy embracing all customer facing departments.
A general purpose CRM solution has no understanding of the telecom business and does not have the interaction with the telecom billing system’s catalog of products, rates, contracts, setup fees, etc. Cadebill CRM provides an integrated solution with the billing system that uses data from the billing system such as contact information, product catalog, rates, contracts, historical revenue, profit, SLA and any other available information. Built-in Ganges Workflow Process Designer allows your company specific process flow to be implemented for marketing, sales and support processes.
Cadebill CRM, in conjunction with Cadebill Service Delivery Platform and Cadebill Billing System, provides an integrated flow through solution from generating a prospect to a complete setup of a customer, including network provisioning and the billing system in an automated manner.
Cadebill CRM provides a very effective solution by bringing people, processes, and technology together to work in synergy, leading to higher sales, reduced operational costs, increased profitability and highest customer satisfaction.
Compensating sales force for closed sales is an important business and accounting function. In Cadebill, sales force incentive compensation is tied directly to customer billing and payments. The sales force can be automatically compensated based on billed revenue or collected revenue, either on a one time basis or on a recurring basis, depending on your company specific incentive plan. Cadebill provides full financial accounting of sales force compensation.
Customer Service and Technical Support
Supporting existing customers for technical and business related issues is an ongoing need. Depending on the size of the company and the operation, customer issues may be separated into several categories. Each category may be resolved by a team or a department. For example, billing questions are resolved by an accounting team, data circuit related issues are resolved by a data network team, call related issues are resolved by a VOIP team. Each category will have a resolution process flow that is specific to each company.
The Cadebill Ticketing module comes with a built-in process flow designer that facilitates designing of the process flow for each category. Ticketing provides the ability to create a ticket for every category. Every ticket is tracked to full completion, with all the information and communications related to resolution stored for each ticket.