Sales Force Automation, Sales Force Automation CRM, Customer Relationship Management Software

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Overview

Solution Details

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iWeb Sales Force Automation + Helpdesk

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Solution Overview View More Details ›	When you are selling, you will have to address a whole range of needs, wants and expectations of a customer, even while ensuring your sales representative is trained and equipped to position the deal well. iWeb Sales Force Automation + Helpdesk is a solution that helps you efficiently organize people, data and processes of your sales business and deliver results that exceed customers’ expectations. Let IT help you to add value to your customer experience and achieve high performance. iWeb Sales Force Automation + Helpdesk

Features in the solution are:

SFA

Contact Management

Maintain centralised contact centre.
Facility to transfer selected contacts to call plan for outbound.
Organize calling/telemarketing activity.

Call Plan Management

Maintain call activity & action to be taken.
Communication tracking via attachments/ notes.
Categorize the type of call in terms of cold, warm, hot, hold.
Manage the follow-ups based on reminders.
Facility to classify the suspect leading to a prospect.
Track and analyze telemarketing representatives on their performance, call response time, number of calls given.
Facility to integrate with external devices like EPBAX, ACD, IVRS devices etc.

Calendar/Task Management

Assign tasks.
Manage calendar/ daily activity/ to-do.
Arrange meetings, send invites through email or sms, get confirmations etc.

Resource Management

Manage and book resources for meetings.

Lead and Opportunity Management

Manage and track leads with sales stage status (like meetings, proposal sent etc).
Track communication history.
Facility convert prospect to an opportunity.
opportunity analysis based on opportunity percentage & probable
Maintain sales close rate.
Auto analysis of opportunity percentage based on the lead visit.
Analyse based on questionnaire & user defined weightages.

Account Management

Create & manage customer accounts.
Maintain complete account history with information on products, communications, contacts and more.

Marketing Budget

Plan budget based on different criteria.
Provision for defining and entering actual expenditure against predefined criteria.
Facility to analyze budgeted expenses against the actual.

Forecasting

Facility for dynamic forecasting based on opportunities, products, periods.
Facility to analyze actual verses forecasted & forecasted versus budgeted.

Campaign Management

Facility to plan campaign via telemarketing, email, media etc.
Facility to do effective analysis of campaign.
Track revenue of actual against the budgets can be managed.
Set campaign targets for sales representatives and analyze their performance.
Available ready templates for email campaign.

Salesman Targets, Incentives & Performance Management

Allot sales target for sales representative along with their route plan.
Define incentives based on targets assigned.
Performance of the representatives based on the targets achieved can be analysed and incentives can be calculated automatically.

Competitor Management

Keep track of competitor’s products and their pricing.

Price Management Including Estimation

Facility to create standard pricelist based on various parameters.
Estimation of prices for products which are not standard can be
calculated based on the parameters defined.

Quotation Management

Auto creation of quotation based on inputs from opportunity & price management.

Sales Order Processing

On approval of quotation sales order will be created automatically.

Inbuilt Search Facility

Search for information by defining parameters.

Statistical, Ad-hoc & Graphical Reports

MS SQL Reporting Services (SSRS) and Crystal Reports provided.

Inbuilt Workflow

Configurable workflow based on hierarchy, business rules and responsibilities.
Documents can be categorized into approved, kept on-hold, rejected & closed.

SMS Facility

Facility to send and receive the alerts on SMS for meetings, task, leads and more.

Importing Facility

Facility to import the existing contacts into the contacts, leads, opportunity or accounts
.xls and .csv (Microsoft Excel ) formats are available

Document Tracking

Locate and attach documents
Search document in database based on keywords defined

Real Time Interactive Dashboards

Keep track of leads, opportunity and accounts with dashboard information.

FRONT DESK

Complaint/ Query Management

Complaints & different type of queries can be registered.
Multiple parametric search enables a quick response to the customer queries.
Automatic generation of ticket number for request/ complaint calls received from the customer which can be intimated in real time.

Complaint Resolution

Access to the knowledge bank facilitates resolution of queries/ complaints at level-1 stage itself.
Escalation to level-2 for cases unresolved at level-1 for technical Resolution or service call.
Follow-ups can be maintained & tracked of the customer's complaints.

Contract/SLA Management

Facility is provided to generate the contract or SLA agreements with configurable templates

SERVICE DESK

Case Resolution Management

Cases escalated to level-2 can be scheduled based on the service call calendar.
Simultaneous allocation of the scheduled is done for a service engineer.

Case Event Tracking

Different stages of the case can be maintained like, closing, cancelling, and reopening etc where each event can be tracked.
History of all the action/resolution steps taken against the case can be tracked in terms of case events.
Performance of an engineer can be analysed based on the event history and the time taken to close the case.

Spare Management

Spares issue & receipt when problem encountered for closing the case can be managed.
Depending on the contract spares are billed or replaced free of cost and inventories can be updated.

Service Call Reporting

Automatic creation of service call related data for report generation is available based on the events registered pertaining to the case.

Alert/Escalation/Reminder Facility

Automatic escalation of ticket status based on defined rules.
Automatic priority assignment for new tickets.
Alert and reminder system for SLA due date.

SMS Facility

Service calls, escalation, due dates, amc dates can be triggered through sms.

Case Study ›

Testimonial ›

iWeb Sales Force Automation + Helpdesk offers the following benefits:

Ahead in the Race

The solution allows you to track price and products offering of your competitors. Compare and contrast your offering with your competitors and be ahead in your sales target always.

Better Productivity

With calendar, task and to-do features, teams are better coordinated and workflow process can be planned well.

Cuts Cost as it Adapts to Various Technology

The solution allows the flexibility to integrate with external devices like EPBAX, ACD, IVRS devices.

Saves Money

You get many features and benefits while investing in one solution.

Customer Satisfaction

Generate tickets and solve complaints and queries in a short time frame.
Provide feedback immediately - solve issues at level one stage of escalation with knowledge banks.
Never miss feedback or closing an issue with constant reminders.
Allows you to track case history and performance and follows up for the case, your can provide instant updates and information to your customer with organized information. This also serves as reference for future case resolution.

Saves Time as Data is Consolidated

All information related to sales is recorded in one place.
You don’t have to sift through endless information; you can find information by defining parameters for search.
Inventory of who has been called and yet to call detailed can be maintained in the centralized contact centre, this way there is no repetition of calls and everyone is constantly updated of the status of calls made.

Allows You to Make Informed Decisions for Your Business

With call management, you can monitor call activities and make decision on actions to be taken based on category of calls.
With performance management, sales representatives are motivated more when you provide feedback on performance, set targets and incentives on target.
When your sales activity and information is well organised, you have more information to strategize on how to make the lead and / or opportunity to an account and also strategize on how to sell-up.
Make better decisions for your business with helps of graphs and reports that are generated using the solution.
Capture the current status of all leads, opportunities and accounts in one view with the informative dashboard.

Higher Chance to Close Deals as Sales Representatives Can Respond Faster

Sales order can be processed by any employee, since pre-sales information is available centrally and is not individual specific.
Sales representative can quickly generate estimates with preset pricelist for standard products. You can define parameters that will help to estimate price fro non standard products, this way the sales representatives can quote an estimate as and when they are on calls with customer.
With the SMS alerts and reminders, you will never miss on follow up action.
Sales order is generated automatically on approval of quotation.

Your Business Will Be Up-to-Date and Within Regulations Always

Since the documents are categorized to your convenience, documentation aspect of your business will be up-to-date and easy to locate.
You can define policy, hierarchy and responsibilities to your convenience, thus the workflow process will be highly organized and within the confines of business rules.

In Brief, when your business runs on iWeb Sales Force Automation + Helpdesk, your sales information and activities is methodically organized and in turn helps your identify, acquire and retain customers.



	iWeb Technology Solutions Pvt. Ltd. (iWeb) is a Private Limited Company incorporated in the year 2005. Using innovative tools, it develops and implements a suite of innovative enterprise applications that operate in an integrated environment and conform to international standards. Although founded as a pure software product/solutions company, it is strategically diversifying as a software services provider to draw on a growing market that wants “Software as a Service” (SaaS). iWeb Technology Solutions products and services are primarily targeted to serve the small and medium enterprise (SME) segment, enabling them to automate, integrate, customise and implement best-in-class business processes.