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
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