Customer Relationship Management is a strategy that is implemented for managing the company’s interaction with customers, clients and sales prospects. It involves technology to organize, automate, and synchronize business processes especially sales, but also includes marketing, customer service, and technical support.
The Customer Relationship Management helps to find, attract and win new clients, nurture them and retain those the company already has with them, invite back former clients and reduce the cost of marketing and client service.
In short Customer Relationship Management is described as a the company’s strategy to have a seamless interface between the customer facing departments and other departments directly or indirectly involved with the business.
The Tally.CRM is a unified solution that enables an organisation to implement business strategy and maintain interactions with customers, clients and sales prospects.
The Tally.CRM covers business needs from pre-sales to post-sales with a unique blend of bringing together the customer and partner on a common platform ensuring high customer satisfaction right from acquisition to retention.
It covers the entire gamut of business beginning with presales management, support and services management for customers, solution management, marketing & communication management, account management, relationship management, knowledge base, self-learning and product knowledge assessment and much more.
The system facilitates the partners to leverage on the resource utilization across the partner ecosystem – sales, support and solution (MTP, AMTP, TP, TSP, TI, TE) – of Tally to promptly address the customer needs.
The Tally.CRM is an essential part of the Tally eco-system and widely used by the following members:
Tally Service Partners
Tally Service Partner Program team
Master Tally Partners
Associate Master Tally Partners
Tally Partners
Tally Integrators
Tally Integrators Program Team
Tally Extender
Customer Centre
Sales & Marketing Group
Large Accounts team
Business Advisory Program team
Support for Small and Large customers: The ecosystem can support and service customers efficiently following the quality standards laid down ensuring high customer satisfaction. The support executive response to the customers’ or large accounts with preferences or privileges.
Lead Management: Enables track various business opportunities, efficiently follow up with prospective customers, understand their needs and bring it to a logical closure.
Implementation Support: Enables the eco system to co-ordinate, develop and deliver solutions, it also help the partners plan, track, manage resource and calendar for implementations across locations.
Account Management: is basically divided into following sections and a brief description about each is given for your benefit.
Profile Search: search for a customer’s profile for detailed information using various parameters such as Serial Number, Account ID, Email ID etc.
Customer account and site management: Track customer’s subscription, AMC, upgrades. It also helps the partner connect to customers, identify their requirements and fulfil them. This option also allows you to manage the DND requests from customers. Hold onto key accounts and follow-up on a regular basis in order to understand the pain points and support them. The feedback from customers on the product is sent to the product development team for continuous improvement on the product and also helps in understanding the market requirements.
Prospect account management: Allows the partner to revisit the older prospects regularly and convert them into business opportunities. You can efficiently manage the prospect database DND requests coming in from the prospects
Partner account management: Allows the L2 team to associate with key partner accounts and work closely with them towards solving product issues and demands of the market. The Business Managers can also associate themselves with key partner accounts and work closely for capacity development. The MTP resources too can associate themselves with key partner accounts and work with them for capacity development.
Relationship management: helps you manage the relationship with your partner/customer under a scheme or program.
Calendar Management: common calendar management for the resource that includes sales support and service appointments and tasks. Another aspect of calendar management is the Resource availability management that enables tracking of resource for availability in order to have efficient SLA commitments for points 1 to 3.
Mass communication management: Plan the communications calendar for the customers to avoid frequent multiple communications.
Integrated SMS: to receive business alerts and close them while you were on the move.
Integrated Knowledge base: helps you stay abreast of the latest developments in product by acquiring the product knowledge and assessing your knowledge through a comprehensive learning centre.
Customer Support (The stake holder are TSP, TI, Customer Centre, TIPL-L2, TIPL-TSP program team, TIPL-TI program team and TIPL-LA team)
Customers reach support via all medium – Telecall, Email, Chat, Web and Product.
Customer identification (automatic / manual)
Enable timely support through support SLA monitoring and tracking.
Onsite/Remote calendar management.
Online knowledge assistance framework to executives for faster and efficient support.
Unplanned peak load / burst mode support framework to manage load efficiently.
Escalation management for technical/product issues.
Leveraging on the Support Network for distributing support or service requests of the customers (Transfer capability).
Onsite/remote service request posting & fulfilment management. (Call centre can broadcast the service request to a set of service partners; the first one to accept the requests gets it allocated for him to fulfil the request).
Quality review / monitoring for enablement of the executives and thus improve quality continuously
Integrations with other call centre applications like AVAYA, HiPATH etc. to improve customer experience
Sales/Solution opportunities (The stake holders are MTP, TP, AMTP, TSP, TI, Customer centre, TIPL-SMG, TIPL-LA team, TIPL-TI team, TIPL-TSP team, TIPL-BAP team)
Opportunity recording and tracking.
Follow up cycle management.
Appointment management for demo and other visits.
Large account handling which will have opportunities that are phased out in fulfilment.
Transition of Prospect to Customer in case of large account opportunities, etc.
Implementation support (Stake holder: TI, TSP, TIPL-TI program team, TIPL)
Broadcasting of job/service request to selected set of TIN resources
Publishing of project details to select TIN resources
Managing job/service requests allocation based on resource availability in TIN
Follow up on the Jobs/Services to bring to closure, etc.
Customer management (The stake holders are TSP, MTP, TP, AMTP, TIPL-LA team, TIPL-TI program team, TIPL-TSP program team, TIPL-L2, TIPL-SMG)
To mine the customer to identify and generate opportunities like AMC renewals, subscription renewals, upgrades and so on.
Prospect Management (The Stake holders are TSP, MTP, TP, AMTP, TIPL-LA team, TIPL-SMG)
To mine the older prospect database for future follow ups to convert it to opportunity, etc.
Partner management (The Stake holders are MTP, TIPL-TSP program team, TIPL-TI program team, TIPL-BAP program team, TIPL-L2, TIPL-SMG)
Associate with key partner accounts and work closely for capacity development, etc.