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The Situation
Successful customer relationships and long-lasting customer loyalty are top priority success factors for every company. Especially in difficult economic times it is mandatory to handle customer data efficient and confidential, and to optimally support sales and marketing processes.
These may be some of the reasons for the rapid, recent growth of the market for contact management systems, a market that is now almost unmanageable. Contact Management Systems are offered by a large variety of providers, ranging from basic single-user systems for the unsophisticated administration of addresses, to complex solutions for Customer Relationship Management (CRM) which can be integrated into already existing ERP environments.
The smaller systems on the market usually only support the administration of addresses, but do not allow for a continuative sales-support. Large solutions, however, provide extensive functionality but are usually expensive, and their implementation and maintenance is often very cost-intensive.
think Contact Manager! - The Functionality All-Rounder
With think Contact Manager!, PROMATIS provides a fully Web-based solution for Contact Management. This functionality all-rounder can be used for the structured administration and management of contacts to co-workers and business partners (e.g. customers, suppliers, cooperation-partners, public authorities). The IT- and business process service provider SEGRA is using think Contact Manager! for the support of its sales- and marketing processes. Of particular importance for SEGRA is the functionality for the planning and execution of campaigns, as well as the support of the entire sales cycle - from the lead-generation to the preparation of sales-proposals and the completion of orders. The fact that the product is fully Internet-enabled allows SEGRA to integrate external employees, working in the field or in remote subsidiaries, into its business processes. Important functions are to-do-lists that can be parameterized, sales-forecast management functions and the multi-level contact model. An extensive collection of reports which can be used, amongst other things, for the documentation and analysis of contacts and appointments, as well as for quality assurance or the preparation of serial letters, is completing the functionality-spectrum of the product. With the Business Intelligence tool Oracle Discoverer, SEGRA generates specific reports and ad-hoc analyses, fast and easy.
A further decision criterion for SEGRA was the opportunities for extending the functionality of the product with company-wide and comprehensive groupware-, workflow- and document management functionalities. For this purpose, the think Contact Manager! can easily and seamlessly be integrated with the components think Workflow Manager!, think Content Manager! and the Oracle Collaboration Suite.
Already in the first months of using the think Contact Manager!, it appeared that the users can work productively with the product after a short briefing. Thereby, a high degree of user satisfaction has been achieved at SEGRA, a factor that is especially important in the sales area. |
