What is Operation
CRM?
Operational CRM streamlines the business process of an organization. It mainly focuses on automation and improvement of customer facing and customer touching business processes. It includes Sales automation, Marketing automation and Service automation. Main purpose of Operational CRM system is to generate leads, convert them into contacts, capture all required details and provide support throughout customer lifecycle.
Sales Force Automation
Sales Force Automation (SFA) helps an organization to automate sales process from lead generation to closing sale. Main purpose of sales automation is to set business standard within the organization to acquire new customers and deal with existing customers. It includes various CRM sales modules like
Lead Management
Contact Management
Account Management
Tracking Customer Preferences
Performance Management
Quote-to-Order management
Sales Forecasting
Marketing Automation
Marketing Automation helps the organization to streamline marketing process, automate and measure marketing task to increase sales and earn revenue faster. It includes various CRM marketing modules like Campaign Management, Event Based Marketing.
Service Automation
Service Automation enables business to provide best quality of customer service by automating the service process. It includes various service modules like call management, case or incident management, knowledge management, service level management.
Call Management automation helps to route customer call to the most appropriate help desk person and retrieve all required information related to the call.
