TCS iON Customer Relationship Management

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TCS iON Customer Relationship Management

Product Deck May-2018

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Challenges of a SME

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Day

to

Day

Tas

ks

• Unorganized Database

• Client Communication

• To-Do Tasks Lists

• Updating address book

• Event Scheduling

• Documentation

• Data Management M

arke

tin

g an

d S

ales

• Forecasting sales

• Content Sharing

• Email Campaign Marketing

• Mismatch between database

• Sales on the go

• Marketing Automation

Cu

sto

mer

Ser

vice

• Customer Service

• Collaboration between teams

• Time consuming to retrieve customer history

• Tracking

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What is CRM?

A Customer Relationship Management (CRM) is a Software solution that provides easy management of new and existing customers.

3

Customer is an entity who makes use of or receives the products or services of an individual or organization.

C Relationship is a way in which customers and organizations are connected to each other.

R Management is the process by which the relationship between customers and organizations are handled efficiently

M

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Why do customers need it?

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• I have about 400 leads on my list. They’re in different stages of the funnel, and it’s getting tougher to pick the best leads

Prioritizing Leads

• Every time I get a new lead, I type out a welcome email. I like sounding cheerful and making sure my lead gets a great first impression of the business, but I don’t want to do it manually every time.

Automating Mundane Tasks • First touch-point with the business is through the

customer support team. Customers raise tickets and have conversations with support agents; these discussions can give me so much context when I get on calls with the customers.

Understanding customers beyond sales

• Need to know how long it takes, on average, for a deal to travel through my pipeline.

Identifying a Deal’s age

• Ready information of a customer on a call so that you assist the customer better

Help During a Call

• How do I keep track of the customers whom I had sent the mail and the customer just did not respond back

Following up with Leads

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Introducing TCS iON CRM

Presales Module

Campaign Management

Lead Management

Contact Management

Sales Module

Client Management

Field Force Planning

Customer Module

Work flow module to manage customer life

cycle

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Benefits of TCS iON CRM for Small Business

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Savings Ease of Use Functionality Customer Service

Most value for money pricing for state of

the art CRM powered by TCS

Intuitive features, self help, and GUI for getting started

Best in class features designed

for SMEs

Service assurance of Tata Tele

Business Services

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TARGET CUSTOMERS

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Manufacturing Organizations

Specialized Businesses like Manufacturing of Auto Parts, Garment Labels, Pharmaceuticals, Food Processing etc.

? Challenges › Keeping clients updated on status of their order › Unorganized customer order details in multiple excel files

Solution › Clear visibility of Sales pipeline › Accurate demand forecasting for better inventory management › Enrich customer relationship helping to win more business

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BFSI Organizations

Businesses like DSA of banks, credit cards, loans, Insurance

? Challenges › Keeping track of leads and their follow ups on the right day › Avoiding multiple people working on the same lead › Difficulty in measuring productivity of each staff member

Solution › Capture prospect or opportunity details through various sources. › Capture, monitor, store, and track all critical information about the customers › Opportunity mapping › Dashboards to track productivity of each staff member › Cross sell products more effectively

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Service Organizations

Businesses like Hospitality, CAs, Lawyers, Architects, Consultants, Utility Service providers, startups

? Challenges › Unstructured customer communication leading to confusion › Unorganized Database of Leads, their sources and customers › Handling customer queries and delighting them

Solution › Plan and implement outbound marketing initiative › Create database of end-to-end customer information and shows a 360 degree

view of customers › Three-level configurable workflow module to track and resolve customer issues in

a timely manner › Systematic right from the start, Closing your next round of funding, Internal

transparency and collaboration

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FEATURES OF TCS ION CRM

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Easy Set Up

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‘Set Up’ Module – configure CRM as per your organization's requirements

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Simple Dashboard

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All important KPI’s on home page in forms of Graphs or charts. Frequently used links of Solution

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Pre-Sales module for leads

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‘Pre-Sales Management’ Module – create, manage, monitor marketing campaigns across channels from in one view

Campaign Plan and Execute, Record Expenses and ROI

Tag Lead, Client or Opportunity, Schedule email and SMS

Lead Manage lead Profile, tasks, documents, opportunity

360 degrees view, bulk upload, audit trail

Contact Auto contact creation with Lead or Client’s Primary contact details

Activity Calendar

Create new tasks, taking action on existing ones

View customer-wise tasks and subordinate calendar with tasks

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CRM – Sales Management

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‘Sales Management’ Module – manage sales efforts and opportunities to drive more conversions in one view

Client Manage client preferences, tasks, documents

Bulk uploads, audit trail, daily task summary and notification emails

Opportunities Manage sales stages during opportunity cycle

Snapshot of sales funnel for specified duration, site, product or owner

360 degrees view

360 degrees view of the client

Opportunity metrics in 360 degrees view

Activity Calendar

View customer-wise and monthly task summary

View subordinate’s calendar, create/assign new tasks

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CRM – Post Sales

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‘Post-Sales Management’ Module – manage customer support, customer’s feedback, problem or question for enhanced customer satisfaction & engagement

Case Centralized recording and tracking of customer grievances

Reduce turn around time in addressing Customer complaints.

Identify improvement required in products and services.

Automated e-mails to customers and users for notifying the status of cases.

Analytics Warranty related Summary of tickets

Auto notification of every action on tickets

Weekly summary of new ticket received Vs. tickets resolved

Status wise summary of tickets

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Field Force Automation

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MONTHLY WORK PLAN

• Create plan for day / combination of days / month

• Client wise visit plan with remark

• My Request list to track all submitted requests

• Date wise planning of entire month in calendar form

• Integration with DWS to populate the planned activity of day

• Integration with Manage Task and My calendar to schedule all planned work to respective owners through mailers

DAILY WORK SHEET (DWS)

• Manage daily activity of field staff

• Record daily work sheet of field staff

• Subordinate’s DWS from calendar view

• Capture client / lead wise activity details along with meeting summary, collection details, product order and follow up date

• Configurable workflow with mail notifications

• DWS calendar view

• DWS print facility

• Quick creation of a new client

• Track promotional activities & attendee details

• Tracking my request list and work-list

• Create DWS through iON mTOP

• Check subordinate’s DWS through mails and take action from mail

Reports pertaining to Field Force Automation are available as part of individual modules i.e. marketing/pre-sales, Sales & post-sales

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PRICING

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Pricing

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iON CRM has been very competitively priced a) Payment type – Advance rental b) Payment frequency – Annual c) Contract period – Minimum contract period of 12 months

Product Variant Price Price (with GST) Inclusions

iON CRM Base Pack 36,000 42,480 Min 3 Licenses , All Features

iON CRM Add-On User 12,000 (pro-Rated)

14,160 Add-on license, all features

(Base pack needs to be purchased)

Business Rules: Are licenses transferable? The licenses are usually named licenses wherein concerned users are given their respective credentials. In case of attrition, however, the ID of the separated employee is deactivated while the ID of the new employee is created with similar privileges without any increase in the number of licenses. Validity of the add-on license: For any add-on license, the customer shall be charged from the month of subscription till the end of the overall contract. E.g. Customer signs a contract for 1 year and takes 5 user licenses in the beginning and six months later subscribes for 5 more user licenses. In such case, customer shall be billed for 5 users for first six months after which billing will start for 10 users till the end of the contract.

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VALUE PROPOSITION

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Value Proposition

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Track and Engage with Your Customers Better with CRM TATA TELE BUSINESS SERVICES

FASTER| SIMPLER | CLOSER

The CRM Solution is powered by TCS iON as a one stop solution for Small and Medium sized businesses wanting to know their customers better and hence maximizing their

returns. Solution is offered by Tata Tele Business Services on a Pay-As-You Grow Model along with best in class service assurance.

Thank you!

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