BPM & CRM
Know everything about the client
When the market is limited and there are permanent players in it, the growth of the company’s revenue directly depends
on the completeness of the information available about the customer and the ability to take as much market share as possible.
For a task like this it is important to not only incorporate the CRM
into the current
IT infrastructure, but build a complete system for sales and customer
service.
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Low-code
The more we know about the client, the faster and more effectively we can build relationships with them. Low-code platform ELMA365 allows you to find the client profile significantly faster by applying the specifics of your business.
Even without programming an analyst can create an easy-to-use profile of the client in the visual editor: add all necessary fields, fit them on different tabs and set up their display.
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Segmentation of clients
The system analyses the information collected about the clients and automatically segments them based on the preset business requirements. If during the work process the client indicators influencing the segment change, the segment automatically updates. This allows you to see the real picture and effectively direct your marketing offers only to the targeted audience.
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History of relationships
After the beginning of working with a client their file will get filled in with data found from the previous contacts with the sales representative, information uploaded from other databases and from the internal processes of the company.
The client file becomes a storage for the history of their relationships with the company, allowing to get the information about the active deals and contracts and check the active status of commitments fulfillment track at any time.
Processing of leads
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Capture of leads
By fixing all incoming leads in the system, you will not miss any potential client.
In ELMA365 you can easily create or fix a form for the landing page from which the potential clients will be able to get registered straight into the system and immediately be taken into the process.
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Doubles
As the lead is put into the system, it automatically checks it for doubles and informs if there are any. Doubles are associated with the main file, which allows the manager to receive information about each of the client’s activities.
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Analytics
Aggregating all information about the clients, the system allows to analyse the reasons for refusal of the potential clients and correct the activity of the departments: specify the target audience for the marketing activity, fit the product specifications for the requirements of the target audience, or change the sales processes.
Information about the expense for the marketing campaigns and acquired revenue from the attracted clients helps evaluate the effectiveness of the marketing strategy.
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Various pipelines
Create various sales pipelines, for example, for the shipment and repeat sales. Depending on the type of the deal, the system itself will define the right funnel, which will give the sales representative a set plan of actions.
During the business process, deals can be moved through the pipeline by automation or sales representatives can change deals status manually.
Organizing sales and service
ELMA365 introduces a holistic approach to customer relationships management and sales.
The whole process is organised and managed from the lead acquisition to closed deal,
as well as processing of documentation and post-sale service.
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Funnel
By setting up the pipeline, you determine the customer journey. Depending on the type of the lead, it is directed to the appropriate pipeline. The process then takes the sales representative through all stages of the pipeline, thus making sure the timely execution of every step: from the first contact to getting the payment and closing documents.
Business processes designer allows fast set up and edit of the track of actions for every sale process.
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Organizing the manager’s diary
The system provides the manager with a convenient tool for planning contacts with a client, recording results, and getting in touch with related departments. This allows the manager not to forget about an important call, record the outcome of conversations in the client's profile and connect the relevant department to prepare the technical documentation.
Keeping all interaction through the system allows the manager follow up on the readiness of documentation and the expected deadline with just one click, without any additional clarifying calls.
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Sales dynamics
The system monitors the deals status and shows the dynamics of sales for the selected period at any time. Deals with positive dynamics approach towards a successful close.
Deals with negative dynamics come back. Status of the deals without dynamics remain unchanged. The last two types of transactions require close attention from the manager.
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Sales planning
Registering of the planned and actual receipts in the system helps to forecast the profit and analyze the profit shares brought by each sales representative. Based on this, you can adjust the sales plan.
ROSITAL Group of Companies
Alisa Kafanova
Head of Marketing Department
at ROSITAL Group of Companies
Sales business processes
The success of the sale depends not only on the manager, but also on the departments related,
that prepare technical documentation and purchase equipment.
Business processes provide clear communication and ensure that work in other departments is done efficiently and on time. The system requests the necessary information from the manager, transfers it to the appropriate department, and assigns tasks to all executives. Control tools prevent from overdue tasks and ensure timely results.
The graphic designer of business processes in ELMA365 is based on BPMN 2.0 and allows the analyst to set up processes so that the manager has all the necessary tools to interact with other departments.
IP telephony (omnichannel)
In ELMA365 you can make calls directly from its interface.
When a call comes in, the system itself will find the client in the database and open their profile so that the manager can see the necessary information from the very beginning of the conversation, without wasting time searching for it.
Each call with a client is recorded and you can always listen to the result. This also allows controlling the quality of interaction with the client.
CRM adaptation
with low-code
For a better customer experience, a CRM system should reflect the nature of your business. ELMA365 allows you to customize CRM for your needs and creates a unique sales system.
With built-in low-code tools, it is easy to adapt a customer profile to your business, add the required fields and change their parameters, set up related objects and a set of business processes to ensure sales.
Document flow
ELMA365 connects CRM with electronic document management. You can quickly draft a contract using a template and send it for approval within the system. A set of related business processes will allow you to control the execution of each stage of the contract and track the receipt of closing documents.
