Having a single, enterprise view of the customer enables businesses to cultivate high-quality relationships that lead to improved loyalty and profits. This means being able to identify all the products, services, and intermediary relationships that customers have with the organization. It includes all the interactions that have taken place between the customer and the company since the start of the relationship. It means being able to maintain "consistency of experience" for the customer through all forms of interaction (such as inquiry, order, delivery, and service). Not only does this improve the ability to provide superior service, but also each customer feels like they are important to you, which results in higher customer satisfaction.
The upside benefits associated with using AroTRON™ CRM Contact Center can be tremendous. Among them:
Complete Customer View
Create a "Single - 360° View of the customer" (individual or entity) and offer complete insight of the customer lifecycle to every department in the organization - marketing, sales, customer service, etc. Eliminate outdated information and inaccurate data, and keep the most up-to-date key customer information like demographic data (multiple addresses, telephone numbers, e-mail addresses, etc.), special needs and wants, and every contact made between the company and its customers throughout their relationship.
Improve Customer Satisfaction, Retention & Loyalty
Gain a deep and thorough understanding of your customers' needs and wants and offer them the products and services they really need, faster and more efficient than the competition. All employees and business partners can enhance better decision-making and find ways to convince customers to engage in revenue-generating activities with the company, resulting in more qualified leads and closed sales, improved customer retention rates and loyalty through a better two-way communication and increased customer involvement with the company.
Effective Information Sharing & Lead Management
Build your Relationship network, enriched with information regarding individuals and organizations the company is working with (e.g. work, partner, personal relationship) as well as a complete and detailed set of records of former and historical relations and share it with every department within the company. Quickly capture leads and automatically distribute them to the appropriate people - sales, marketing, etc. - based on dynamic and flexible business rules. Using automatic alerts, notifications and effective reporting, AroTRON™ eCRM ensures that all leads are processed in a timely and consistent way, avoiding the possibility of losing important sales opportunities due to mistakes and lack of follow-up, and always keeps you updated on your best sources for finding highly qualified prospects.
Higher Customer Profitability
While many companies have spent years in the dark about the profitability levels of individual customers, the use of AroTRON™ eCRM enables companies to place a value on their customers. Such scores can be critical. Customer analysis helps executives determine which customers should be actively courted and which ones - if any - should be given less consideration or even be politely dropped.
Reporting
AroTRON™ eCRM provides users at all levels, with on-the-fly, personalized reports that offer up-to-the-minute information about sales, the company's performance vis-a-vis the competition, and each separate department's productivity at any given time. AroTRON™ CRM does not require additional investment in expensive reporting tools because it produces dynamic Microsoft Excel reports, pivot tables, και graphs. It does however seamlessly integrate with the best solutions the market has to offer (best of breed philosophy) such as Multidimensional Analysis, Warehousing, Extended Reporting etc., to cover any special requirement an organization might have a need for.
Finally, AroTRON™ provides users with on-line productivity metrics for accurate up-to-the-minute updates, that provide agents with extra incentives to work harder (self-motivation), and help supervisors to constantly monitor productivity.
Telemarketing
AroTRON™ allows for the optimal design and execution of telemarketing campaigns, either internally or by outsourcing the full process to Telemarketing companies. It offers inbound calls identification and Automatic Information Retrieval (Screen Popup) - via CRM and Telephony integration (CTI) and it associates all inbound - outbound calls with the customer file, to enable further cost analysis.
ISO 9001:2000 Certified
