CRM document management
Benefits
- Business processes integration across organization
- Higher quality customer care
- More fluent business activities
- Costs reduction thanks to content centralization
- Saving of costs relating to system maintenance and labor demands
- Reduction of the data loss risk
Business Documents in Harmony with Processes
Customer Relationship Management (CRM) systems offer an excellent overview of the business activities’ status. They serve as the place for storing relevant information regarding the particular business case. However, CRM systems do not offer the full services for management of the information content used by the company for the business case. These can be for example: marketing materials, offers and records of responses, contracts, minutes from business meetings, and many others.
Document management solution as a part of ECM extends the CRM’s possibilities by a complex view not only of the commercial activities but also of the complete information and communication flow between the client and the company. Document management integrated into CRM thus provides a highly efficient environment for establishment of a customer oriented view, including the information content and its archiving. CRM data can be also archived, thus ensuring its long-term availability and relieving the CRM system to make it more flexible.
Centralized ECM services for document management furthermore enable provision of access to the data commonly located outside the CRM. This can comprise for example an e-mail communication with the customer or documents generated in the ERP environment (invoice, purchase order, etc.) or data generated in other IT systems. Front-office processes are thus accelerated and the customer care becomes more complex. When the customer calls, you gain immediate access to complete communication and all business documentation in a single environment. Your response to customer’s requirements is complex, without unnecessary delays or need to call back.
Characteristics:
- Extension of the CRM possibilities by ECM data and services
- Possibility of CRM data archiving and long-term storage
- Provision of access to information from other systems
Business Solutions:
References:
- ZSE (CRM data archiving)
