Roadmap CRM

Roadmap Customer Relationship Management (CRM)

www.roadmapit.com

INDEX

1

MARKETING (PRE SALES)

2

CUSTOMER SUPPORT

3

SAMPLE SCREEN SHOTS

2

CRM - ARCHITECTURE

CRM Server

Internet

Sales Manger, Executive , Telecallers in Office Mobile App Web Portal

2

MARKETING (PRE SALES)

Marketing Lead Management Campaign Management

4

CAMPAIGN MANAGEMENT Marketing Department

Plan the Campaign 1.

2.

3.

4.

Email Telephone Advertisement Exhibition(Tradeshow)

Organizes the Campaign Collects and register the Leads

5

LEAD MANAGEMENT

Qualify Leads

Disqualify Leads

Marketing Department

Sales person Followup leads to Qualify/Disqualify

Cold Call

Generate Leads

Direct Visit

Trade Show/ Exhibition

Email

Assign leads to sales person

Advertisement

Generate & Updates on CRM

Manager 6

MARKETING Campaign

Generated Leads

Assign Leads

Sales Executive view the Daily schedule, followup and updates daily activity log through mobile App

Sales Manager assign Leads to Exe.

Prospects/ Customer Accepts / Request for Requote/ Reject

Requote Reject

Order Lost

Accept

Prepares quote and submit to the Prospect / customer

Register Opportunity for the Prospect/ Customer

Qualify Leads

Order Received

6

CUSTOMER SUPPORT (POST SALES)

MACHINE INSTALLATION

AMC / WARRANTY

CUSTOMER COMPLAINT

8

MACHINE INSTALLATION

Customer Receives Machine

CR Executive gets the notification for machine installation in the mobile

Fix the appointment and install the equipment

9

CUSTOMER SERVICE REQUEST HANDLING Warranty AMC

Customer Raise Service Request

Receives Service Request

Per Call

Check Machine status

Checks Spare coverage & send quote

Accepted

Prepare and send quotation

Receive material fix the problem & close the service order

Receives Quote for service

Enter material consumed, Labor usage details and prepare invoice

Create service Order & Generate Material Request

Spare Stores Receive approved material request & Issue Material

Receives invoice and makes the payment 10

AMC / WARRANTY

Raise / Revise proforma invoice for the AMC / Warranty expiry machines

Customer Receives proforma invoice & makes the payment

Receive payment against Proforma

Updates warranty / AMC & Preventive Maintenance details

11

CUSTOMER COMPLAINT Customer Registers the complaint

Support Manager assigns to support Executive

Analyses and initiates the correction & preventive action

Notification to Customer, corrective action taken and acknowledges

Close the Complaint

12

SAMPLE SCREEN SHOTS

MARKETING MANAGEMENT – SAMPLE SCREEN

14

ENQUIRY ANLYSIS

15

MOBILE APP Home

Field Visit Report

Machine – Service Details

16

THANK YOU