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1. Roadmap
Customer Relationship
Management (CRM)
www.roadmapit.com

2. 2
INDEX
MARKETING (PRE SALES)1
CUSTOMER SUPPORT2
SAMPLE SCREEN SHOTS3

3. CRM - ARCHITECTURE
Internet
Sales Manger, Executive ,
Telecallers in Office
Web Portal
Mobile App
CRM Server
2

4. 4
Campaign Management
Lead Management
Marketing
MARKETING (PRE SALES)

5. 5
CAMPAIGN MANAGEMENT
Marketing Department
1. Email
2. Telephone
3. Advertisement
4. Exhibition(Tradeshow)
Organizes the Campaign
Collects and register the
Leads
Plan the Campaign

6. 6
LEAD MANAGEMENT
Marketing Department
Cold Call
Email
Advertisement
Trade Show/
Exhibition
Direct
Visit
Generate & Updates on CRM
Manager
Assign leads to sales person
Sales person Followup leads to
Qualify/Disqualify
Qualify Leads Disqualify Leads
Generate
Leads

7. MARKETING
Campaign Generated Leads Assign Leads
Sales Executive view the Daily schedule, followup
and updates daily activity log through mobile App
Qualify LeadsRegister Opportunity for the
Prospect/ Customer
Prepares quote and
submit to the Prospect /
customer
Sales Manager
assign Leads to
Exe.
Prospects/ Customer
Accepts / Request for
Requote/ Reject
Order ReceivedOrder Lost
Requote
AcceptReject
6

8. 8
CUSTOMER SUPPORT (POST SALES)
MACHINE
INSTALLATION AMC / WARRANTY CUSTOMER
COMPLAINT

9. 9
MACHINE INSTALLATION
Customer
Receives Machine
CR Executive gets the notification for
machine installation in the mobile
Fix the appointment and
install the equipment

10. 10
CUSTOMER SERVICE REQUEST HANDLING
Receives Service
Request
Customer Raise Service
Request
Checks Spare coverage &
send quote
Create service
Order & Generate Material
Request
Spare Stores Receive approved
material request & Issue Material
Prepare and
send quotation
Check
Machine status
Receives Quote for
service
Accepted
Receive material fix
the problem & close the
service order
Enter material consumed,
Labor usage details and
prepare invoice
Receives invoice and
makes the payment
Warranty AMC
Per Call

11. 11
AMC / WARRANTY
Customer Receives proforma
invoice & makes the payment
Raise / Revise proforma invoice for the
AMC / Warranty expiry machines
Receive payment
against Proforma
Updates warranty / AMC &
Preventive Maintenance details

12. 12
CUSTOMER COMPLAINT
Customer Registers
the complaint
Support Manager assigns to
support Executive
Analyses and initiates the
correction & preventive action
Notification to Customer, corrective
action taken and acknowledges
Close the Complaint

13. SAMPLE SCREEN SHOTS

14. 14
MARKETING MANAGEMENT – SAMPLE SCREEN

15. 15
ENQUIRY
ANLYSIS

16. 16
MOBILE APP
Home Field Visit Report Machine – Service Details

17. THANK
YOU