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CustomerRelationshipManagement(CRM)Solution_SaaSPaaSIaaSITasaService_EndtoEndERP
CustomerRelationshipManagement(CRM)Solution_SaaSPaaSIaaSITasaService_EndtoEndERP
CustomerRelationshipManagement(CRM)Solution_SaaSPaaSIaaSITasaService_EndtoEndERP
CustomerRelationshipManagement(CRM)Solution_SaaSPaaSIaaSITasaService_EndtoEndERP
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CustomerRelationshipManagement(CRM)Solution_SaaSPaaSIaaSITasaService_EndtoEndERP

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How do you command the loyalty of your customers in a competitive market? How do you achieve an increase in sales? We at Tata Consultancy Services (TCS)help you answer these questions with our …

How do you command the loyalty of your customers in a competitive market? How do you achieve an increase in sales? We at Tata Consultancy Services (TCS)help you answer these questions with our Customer Relationship Management (CRM).
Customer Relationship Management Solution

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  • 1. Customer Relationship Management(CRM) SolutionHow do you command the loyalty of your customers in a competitive market? How do you achievean increase in sales? To help you answer these questions, we, at Tata Consultancy Services (TCS), offer ouriON Customer Relationship Management (CRM) Solution. Our solution assists you with the differentactivities necessary to manage your customers better and cater to their requirements. iON CRM helpsyou with various aspects of sales and marketing and lets you build a strong network of loyalcustomers to support your business growth.OverviewIn a bid to track customer data, enterprises involved in CRM activities business goals. Eliminating unproductive activities, the solutionare careful about manually-intensive, slow processes. There is also a quickens processes, minimises errors and helps increase salesneed to be watchful about accidental bypassing of crucial tasks and and cash in-flow.information. Enterprises, therefore, seek to deploy the right tool to Our secure, highly configurable, cost-efficient and scalablemanage the CRM activities efficiently, to gain from a positive impact web-based solution also comes with:on customer satisfaction and the resulting patronage. A strong business analytical layer; nOur on-demand CRM solution integrates all the customer-related n and easy deployment features; Instantinformation in your company and gives you a 360-degree view ofcustomers to understand their behaviour and needs. A web-based A user-friendly interface; nsolution that automates your CRM operations, our offering manages Configurable workflow. nthe CRM workflow and aligns your sales and marketing strategies to iON CRM Solution Overview
  • 2. BenefitsOur comprehensive solution brings in not only CRM Member management: Defines the target audience; nfunctionalities, but also the provision of assigning, Execution management: Sends mailers, which include nscheduling and tracking of marketing campaign activities existing leads and contacts;and measuring their performance. Allowing access to Campaign analysis: Involves real-time tracking of ncustomer data in real-time, the solution helps you: campaigns and monitoring the effectiveness ofIncrease customer satisfaction and consequently,n campaigns. customer loyalty; Contact managementLeverage cross/ up-selling opportunities to increasen Contact creation: The contact may or may not be n revenue per customer; tagged to a client. This includes contact details ofnhidden sales opportunities;Spot individual as well as business clients with severalAutomate and enhance sales and service activities;n accounts; Contact analysis: This includes analysing contacts in nn that all sales activities are completed on time;Ensure the system or client-wise.Increase sales closure rates;n Case managementn continuous feature enhancements.Enjoy Capture case: A case is a detailed description of a n customer’s feedback, problem or question. CustomeriON CRM Solution – Functionalities issues are tracked and solved;Centralised administration nprocessing: This includes handling complaints CaseCapability to define organization specificn in the best way possible to satisfy customer queries, nomenclature. defining workflow to handle critical cases and tracking response time to such cases;Client management nanalysis: After capturing and analysing cases, CaseIndividual client and business client creation: Createsn it is vital to make effective changes to increase client profiles through various interaction channels at efficiencies, develop and improve products and multiple stages of customer lifecycle management. services and ensure competitive advantage; Enables capturing of profiles relevant to a particular customer; SLA management: SLA can be managed based n on following three factors - Contact type ofIndividual client and business client lifecyclen customer, Service class and Support type management: Provides for communication with the committed to the customer. customer from time-to-time, and provides tracking and updating services; Communication management n and SMS: Provides the ability to send EmailsIndividual client and business client analysis: Analysesn customer’s changing needs and preferences and scheduled emails and SMS; classifies customers based on profile. n Allows you to check the communication Status:Lead management status anytime.ncapture: Allows management of lead. CampaignsLead Daily communication are used to trigger the sources for lead generation, Provides automated daily communication n which become the channel for the customer to reach to segmentation and target group. the organisation. Once the customer shows interest, Appointment scheduler the information is captured and then consolidated. Appointments: Provides the ability to create new n Leads can also be imported directly from external appointments. Booked appointments may be sources such as the web; cancelled, rescheduled, or reconfirmed;nconversion: Converts lead into a client whenLead Manage appointments: Provides a dynamic diary n purchase interest is shown after communication; view calendar to manage appointments easilynanalysis: Analyses sources including maximumLead and effectively; leads, conversion rates, etc. n management: Provides the ability to WaitlistCampaign management manage and confirm waitlisted appointments.Planning management: Shortlists campaigns basedn on segmentation and past trends, sets budgets and compares with actual and finalises the channel to execute the campaign;
  • 3. Why iONiON provides comprehensive solutions that address A pay-as-you-use modelvaried IT requirements. From network to ERP, iON isoffered as a single service, in a pay-per-use model, This model eliminates capital investment as weallowing you to leverage the solution’s true potential. provide the IT infrastructure and software on rent.iON ensures integration of all processes along with You pay as you use and only for the number of usersease of use. who actually use the software. The rent is charged monthly. Typically, the cumulative rental for threeiON promises: years is equal to the capital cost of acquiring similar or lesser software with one-time payment. Usually, thenperformance in normal broadband;High ROI exceeds rental within three months, when best practices are well followed. The rental includesStringent security and data privacy;n maintenance and training, with no hidden costs.Guaranteed availability (99 per cent uptime);n Personalised solutionsDisaster recovery;n Although this is a cloud service, the software isReduced need for IT staff.n configurable to each business. You will always get the flavour of your own business by picking and choosingiON, therefore, manages your processes while you use what processes you would need.the software. You gain from: Automatic upgradesIntegrated solutions We continuously invest in our solutions to ensure bestWe ensure that all your solutions are connected. For practices. We enrich the software based on userexample, if you are using a CRM along with an ERP, feedback and business and statutory changes.and have a document management system to We ensure the upgrade without disrupting the user.organise your files, we ensure that these solutions areconnected and work as one. So for you, it is simply ITand not applications.Increased agilityWe bring in the agility to keep pace with changingprocesses or a new line of business. We help youconfigure the processes to work differently or simplychoose new practices recommended by the software.Our activation system flags on best practices while thesystem is running. As you pick and choose, we give youmore options to choose from.
  • 4. About iONiON is Tata Consultancy Services’ strategic unit for Small and Medium Business. iON providesend - to - end business solutions to the SMB segment, the growth engine of the economy.iON caters to the needs of multiple industry segments with best practices gained through TCS’global experience, domestic market reach, skills, know-how and delivery capabilities.For more information, visit us at www.tcsion.comContactTo know more about the iON Customer Relationship Management (CRM) Solution,Toll Free Number 1800 209 6030Email ion.salessupport@tcs.comAbout Tata Consultancy Services Ltd (TCS)Tata Consultancy Services is an IT services, consulting and business solutions organization thatdelivers real results to global business, ensuring a level of certainty no other firm can match.TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineeringand assurance services. This is delivered through its unique Global Network Delivery ModelTM,recognized as the benchmark of excellence in software development. A part of the Tata Group,India’s largest industrial conglomerate, TCS has a global footprint and is listed on the NationalStock Exchange and Bombay Stock Exchange in India.For more information, visit us at www.tcs.comIT ServicesBusiness Solutions TCS Design Services I P I 09 I 11OutsourcingAll content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here iscorrect at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted ordistributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright,trademark and other applicable laws, and could result in criminal or civil penalties.Copyright © 2011 Tata Consultancy Services Limited

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