Aurea.CRM

Master data

Managing master data does not only include the collection of essential master data, but also keeping these up to date. As Customer Relationship Management (CRM) also collects further specific information such as prospective customers, contacts or relationships directly in the master data, these can be accessed with one click if needed. Through careful maintenance of customer and business relationships, it is easily discernible which customer is in direct contact with whom -  knowledge that can be used to your advantage. The CRM system also offers the possibility to display all information chronologically on a timeline.

Activities

Every bit of information counts! It is important to document every contact made - be it a visit, a phone call, an email or a letter. This will help to be able to reproduce the client's "history" later on. Imagine: you accept a client from a colleague. You make an appointment to introduce yourself to this client. With the help of a meticulous schedule and contact management, you are able to get a fast overview of past activities, even without previous knowledge or meetings. Simply by looking up information filed by your colleague in advance. Of course this is only one of many scenarios which shows the importance of the documentation of all contacts and events related to the client.

Internal cooperation can be displayed by the separate task management - this includes direct handling of tasks, delegation or monitoring a process. Tasks offer a simple way of managing and securing various work orders, such as approvals, partial steps for certain tasks and even adherence to certain process steps, document shipping and many more.

Marketing

Customer-oriented marketing activities are implemented for example during Category Management. During this holistic management process, techniques that allow better recognition of customer requirements are applied. An improved order for product ranges and product groups specifically designed for requirements and expectations allows to meet customer requirements. Furthermore, an increase in customer benefits, revenue and image are achieved. The holistic approach of Customer Relationship Managements (CRM) focuses on the customer during all business activities. In a CRM system, all customer data are collected and evaluated. Besides contact information, this also includes all processed transactions with customers, customer satisfaction analysis, complaints, returns, individual offers and discounts. On the basis of this information, optimally prepared customer profiles for specific marketing activitives are created and can be used.

Analysis

Derive successful strategies from past experiences and data. An essential aspect in CRM is the evaluation of available information. Reporting offers a variety of possibilities to display data, facts and figures informatively. Specific requests allow the creation of crucial data based on various criteria in seconds. By default, Aurea.CRM contains a multitude of predefined pratice-oriented requests: for example, with only a few mouse clicks, a list of all companies and persons who have not been contacted in a while is issued. Furthermore, "internally generated" export lists can simply be transferred to Excel for further processing or to be sent to colleages who do not have access to the CRM solution. Via the analysis, data can be evaluated clearly and displayed graphically by an integrated ad hoc analysis tool.

Lead management

New customer contacts, also leads, can be created during various campaigns and channels such as events, telephone campaigns, advertisements, mailings, etc. Subsequently, the new leads need a useful classification based on various "business criteria". For efficient contacting and processing, these leads are handed to the responsible sales persons after classification and are then optimally managed in the integrated Opportunity Management. The follow-up of leads is an essential aspect of sustainable lead management. Of special interest for your business is the ability to be able to recognise at a glance which campaigns led to the desired success. The combination of marketing and sales processes allows lead creation, classification, handover to sales and monitoring. Various reporting pathways further optimise your lead process.

Object management

For project business suppliers, it is a never-ending task that comes close to trying to square the circle: Object management. Because customer relationships are usually highly complex and often international. It is by no means a trivial task to keep an overview in such a complex network of relationships and to contact the right person at the right time. Of course there are professional software systems to support customer relationship management. But only very few of the common CRM systems are capable of displaying complex object management on a national and international level, as required by your industry with your highly specific requirements. Aurea.CRM understands your industry and manages object management holistically, so that you can exhaust your sales opportunities ideally and increase your revenues.

Service management

Direct customer management should happen fast and efficiently. Because new customers as well as exisiting customers can approach your company with countless concerns: requests, feedback, repair requests, error messages, regular maintenance dates or complaints. All this information can be collected, described, processed and managed as individual tickets within Service Management. Either during creation or after, tickets are assigned to a designated person who from then on is responsible for a timely processing. Per request, a graphical planning board supports you with cost-effective workforce planning. For an exact documentation of each processing step, every customer contact and every document can be filed directly within the ticket.