i-CRM : CRM for Instrumentation Industry ... - Synergy...

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i-CRM : CRM for Instrumentation Industry

FUNCTIONALITY Document

Cogent Innovations Pvt. Ltd.

www.cogent.co.in

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i-CRM


Table of Contents

Introduction to iCRM........................................................................................ 4

Difference between Normal CRM and iCRM ................................................... 5

How is iCRM implemented? ............................................................................ 6

How iCRM Works ............................................................................................ 8

ICRM – List of Modules Automated. ................................................................ 9

Service iCRM ................................................................................................ 10

Service Request Management - Process Flow .................................................................... 10

Installation Management ..................................................................................................... 15

Contract Management (Maintenance) ................................................................................ 18

Invoice Billing & Payment Management ........................................................................... 20

Preventive Maintenance Visit Management ....................................................................... 22

Preventive Maintenance Pending PM Tracking .......................................................... 22

RMA Workflow .................................................................................................................. 24

Spare Request ..................................................................................................................... 25

Quotation Module ............................................................................................................... 26

Support Request .................................................................................................................. 28

Account and Contact Management ..................................................................................... 29

Engineer, Branch & Principal management ....................................................................... 30

Inventory ............................................................................................................................. 31

Other Utility Applications ............................................................................... 32

Survey – Customer Feedback ............................................................................................. 32

Download Center: ............................................................................................................... 34

Discussion Forum ............................................................................................................... 35

Internal Messaging .............................................................................................................. 36

Flash News/ Billboard ........................................................................................................ 37

Knowledgebase ................................................................................................................... 38

Email Campaigns ................................................................................................................ 39

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i-CRM


SMS campaigns .................................................................................................................. 40

Inbuilt SMS and Email Escalations and Notifications ........................................................ 40

Data Security Policy ...................................................................................... 41

Other Applications and Modules, which can be plugged in with CRM ........... 41

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i-CRM


Introduction to iCRM

Customer Relationship Management (CRM) is a strategy that puts the customer at the epicenter of

business operations. CRM increases sales by raising an entry-barrier for competition and increases

profits by decreasing the costs of acquiring and retaining customers. In its full form, CRM provides

a 360- degree view of the customer, integrating information at every touch point. It enhances retrieval

processes so that sales, marketing and service efforts are more efficient and effective.

ICRM, the CRM tool from the Cogent stable is a 100% web based solution that stores your entire

customer database, transactions, reports, status information – on a central server which can be accessed

through a normal Internet Explorer web browser. All your users need to access iCRM is a PC with an

Internet Connection, and they can use the tool wherever they may be.

In these demanding times, CRM has become a complex operation that needs unprecedented levels of

commitment from an organization. For a company with a large number of partners distributed over a wide

geographic spread, the task is difficult and manual or archaic methodology just isn’t up to it.

With iCRM you can get up and running with a versatile, advanced CRM system almost instantly, at

minimal cost, and with negligible transition period. What you get is a CRM system that will dramatically

reduce your turnaround period, improve response quality and efficiently manage partner relationships –

putting a host of critical information at your fingertips with a few clicks.

No software installation is required for iCRM. User can directly access iCRM through Internet/

Intranet using Internet Explorer Browser.

Benefits

• Gives you complete control to service your existing and potential customers.

• Resolves customer management issues quickly.

• Helps you identify what customer’s value and devise appropriate service strategies.

• Track engineer performance easily.

• Sets predefined targets for sales and helps check their progress.

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i-CRM


Difference between Normal CRM and iCRM

Normal CRM.

This is a generic module given in many CRM packages, this is used for capturing the

customer calls – follow up and close. It does not fully cover the Service segment because, this

module is developed to suite all type of customers belonging to any kind of industry.

iCRM

This is a Tailor made product for Instrumentation Industry. For an Instrumentation

industry service comprises of many factors like

a. Complaint Management

b. Installation Process

c. AMC

d. Preventive maintenance management

e. Spares usage tracking

f. RMA request handling

g. Engineer Availability checking

h. Engineer Performance

i. Maintaining the Service Level Agreement(SLA) with your customers

j. when the tasks are not completed within the specified time - Escalating the calls to

higher management levels

k. Customer Database maintenance (i.e., cleaning, updating, Checking duplications of

accounts and merging – if possible give each customer a Customer ID etc.,)

l. Contact persons database maintenance

m. Survey a customer for feedback of Service done

n. Automatic Triggers (Escalations) from system – to update you Red alert situations

(For ex., if a call is pending for more then 7 days or Customer gives bad feedback

while doing a Survey)

And iCRM allows you to Track and manage all this features and much more features in

Click of a Button.

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i-CRM


How is iCRM implemented?

A key aspect of iCRM is that you don’t actually buy the software – you pay for using it over a period of

time. The iCRM software suite is offered as an ASP (Application Service Provider) or SaaS (Software as

a Service) and because of this model you gain a number of advantages:

• The initial cost for getting up and running with iCRM is considerable less than buying a solution

off the shelf.

• Combined with the fact that iCRM is completely customisable to your requirement, this model

ensures that you only pay for what you use. You don’t have to bear the cost of software features

you don’t really need.

As a part of service - we provide the CRM software developed by Cogent on a monthly rental model – i.e.

you will have to pay - per user per month cost.

Options available:

a. If the number of users is less - then we charge the client a minimum price.

b. Else we charge per user – as the number of users increase - the cost per user

decreases. Cost Models

One Time License Model - you pay

� Cost of the Base Software

� Cost to Customize the application

ASP Model - you pay

� Cost to Customize the application - one time ONLY

� Monthly Charges depending upon the number of users

The scope of work or the constitutes of the ASP service are the following

� The CRM software is hosted in a dedicated server at VSNL

� We support the application (which means there is no AMC charge etc)

� We also accommodate minor changes in business rules and some additional reports

from time to time.

This is our USP – no other ASP provider in the world does it

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i-CRM


The Cost incurred by us

� We invest on the dedicated server - which is a server-class machine with vast memory

� We invest on the software like SQL Server, Anti-Virus, Firewalls, etc

� We pay co-location charges to VSNL based on the U space (Recurring Cost)

� We pay for the bandwidth to VSNL (Recurring Cost)

� We pay for the data transfer to VSNL (Recurring Cost)

� We manage the server and the application with our resources (Recurring Cost)

� All this and the CRM application software developed by us

But as a part of ASP service - the client pays per user - per month ONLY

Customization of Software

Once we have the initial meeting with the prospect - the following workflow is done

� Study the sales /service activities of the client

� Suggest suitable alternatives of doing the sales or service processes

� Preparation of a complete 'Functional Requirement Document'

� This 'Functional Requirement Document' is signed-off with the client

� Presentation of the prototype of the application

� Delivery of the application based on the committed dates

� Maintenance of the application for the client

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i-CRM


How iCRM Works

Advantages:

a. The Centralized database makes for easy access from any location.

b. This requires no installation. The user can access the system from IE browser

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i-CRM


ICRM – List of Modules Automated.

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i-CRM


Service iCRM

Service Request Management - Process Flow

Account (Customer Details) Account

Address

City

Phone (Multiple)

Email

User Wise

authentication

Call Registration Process

<< Process >>

Product Details Products linked to the

Above customer will be

displayed

(Principle

Serial No

Product

Warranty Details)

Service Request Sr No (Unique Key for

Each Call)

Account

Serial No Branch

Engineer

Problem Description

Call Date

Status

Sub Status

Severity

Call Close Information

Commit ed Date

Outputs

Mail Alert Mail will be sent to the

respective Engineer and

Branch

Call History Displays the Call History based on

Account and Serial No

Agreement Details Displays the Agreement Details

based on Account

Serial No, Products

Input Input

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i-CRM


Service Request Screen

Features - Service Request Management (Complaint Management):

1. The service requests can be created with the customer on-line.

2. Service Request Creation Process

a. While creating a Service Request the below details can be validated -

i. The account can be searched and fetched from CRM database. This helps us

check the validity of the customer.

ii. By capturing the equipment serial number the system can identify whether the

customer is in warranty, out of warranty or in contract

iii. The system will prevent duplication; it will verify that there is no duplication of

Service requests, Accounts and Equipment Serial numbers in the CRM

database.

iv. The users can check the warranty details of customer at any given point of time.

3. Allocation of Service Request

a. The user can allocate the service request by 2 methods

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i-CRM


i. Automatically: The System will fetch the engineer based on round robin method

or based on location of account and assign it to the call.

ii. Manually: Co-ordinator will allocate the engineer based on the engineer’s

expertise or specialisation.

4. Follow Up and Closing a Service Request

a. ICRM will capture each engineer activity (Direct visit, phone call etc.)

b. The cost against each activity can be captured (like travelling expense, Parts used etc.)

c. The engineer will close the service request by entering the final call close activity.

5. Alert Management

a. The user can define the alerts for every event i.e., who should receive which alert and the

content of the alert

b. Alerts can be sent on different media, eg.

i. On every Service Request creation iCRM will send an SMS to the engineer’s

mobile phone

ii. On every service call closure an email will be sent to the branch head on the call

closure activity done by engineer.

iii. A weekly email escalation will be sent to the Regional Head on “Calls that are

pending for more then 3 days” etc.

6. Capturing Spares Used against Service Request

a. The user can capture the spares that are used against each service request

b. With this feature the user will be able to ascertain the cost of each call /request.

7. User can create RMA request against Service Request. This will have a workflow of raising

request, approving it and delivering spares.

8. Preventive Maintenance Calls.

a. The user can create preventive maintenance calls using service request module.

b. The system can also automatically create PM calls based on the PM scheduled dates

9. Attaching files against Service Request

a. The user can attach soft copies of documents against a service request.

b. For e.g. attaching the scanned copy of call sheet, or an Excel file for reference etc.

10. Getting Technical Support against a Service Request

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i-CRM


a. The engineer can raise his queries, which will be answered by product specialists.

b. A knowledgebase can be created from this discussion.

11. Conducting a survey against Service Request

a. User can do a survey with a set of questions.

b. The feedback of customer for the questions can be captured as

“Excellent/Good/Average/Poor”

c. Based on this a customer satisfaction index can be derived.

d. On poor performed calls red alert mails can be sent to concerned heads

Reports

12. Pending call Analysis report

a. Displays pending service requests (Details or summary)

b. User can group the report based on Branch, Product, Engineer and Region etc.

13. Engineer Movement Summary

a. This report can be used for monitoring the engineer’s daily activity report

14. Repeat – Service Call analysis report

a. This report can be used for viewing the calls for which complaint has been raised more

than once within a given date range. These analytics can help in understanding the

quality of work done by an engineer.

15. Spares used summary report

a. This report can be used for viewing spares used (details or summary)

16. TAT Summary Report (Turn Around Time)

a. User can check how many calls where completed within the service level agreement

(SLA) time

b. E.g., Calls closed within 4 hrs: 20

Calls closed within 8 hrs: 10

Calls closed within 3 to 7 days: 3

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i-CRM


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i-CRM


Installation Management

Process Flow of Installation

User Wise authentication

Installation Process

<< Process >>

Account Details Account

Address

City

State

Phone

PinCode

Inputs

Installation System captures

PII #

PII Date

VIF #

VIF Date

PO #

PO Date Install Date

DOD Date

Warranty Start Date

Warranty End Date Pymt

Details

Account Info

Contact Info

Product Info

Outputs

Mail Alert Mail will be sent to

respective Branch and

Engineer

Contact & Branch Details Contact person

Designation

Branch

Engineer

Inputs

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i-CRM


Installation Screen

Features - Installation Management:

1. While creating an Installation Request the user can:

a. Enter the customer and contact details (With billing and installation address)

b. Specify the product details (Equipment Serial No, Model etc.)

c. Specify the warranty terms and warranty period.

2. Capturing Sub Product (Accessory) details

a. User can specify the accessories supplied along with the main equipment in

Sub product section.

3. Scheduling PM

a. User can schedule preventive visits within the warranty period.

4. Allocation of Installation

a. User can allocate an Installation in 2 methods

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i-CRM


i. Automatically: System will fetch the engineer based on round robin method or based

on location of account and assign it to the call.

ii. Manually: Coordinator will allocate the engineer based on the engineer’s expertise or

specialisation.

5. Follow Up and Closing an Installation

a. CRM will capture each engineer activity (Direct visit, phone call etc.,)

b. The cost against each activity can be captured (like traveling expense, Parts used etc.)

c. The engineer will close the installation by entering the Installation - Close activity.

6. Attaching files against Installation

a. User can attach soft copies of documents against an Installation

b. For e.g. attaching the scanned copy of call sheet, or an Excel file for reference etc.

7. Getting Technical Support against an Installation

a. The engineer can raise his queries, which can be answered by product specialists

b. A knowledgebase can be created from this discussion.

Reports:

1. Installation Base Summary (Number of Installations done in each Branch - Product wise)

2. Instrument Ageing Analysis Report (How many installations are in warranty, out of warranty and

in Contract)

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i-CRM


Contract Management (Maintenance)

Stop

Warranty Expiry

Send Contract

Proposals

Do Follow Ups

Generate AMC Contract

Contract Expiry

Is Contract Won

Allocate to

Account Manager

Print/Email

Contract Proposals

Add AMC

Products

Configure Preventive

Maintenance Visits

Stop

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i-CRM


Generate and Track Contracts & Contract Proposals

� Contract Proposals can be generated, and status of contract proposals can be traced.

� Contracts can be generated from proposals automatically, and user can specify the

Equipments that will be covered under the contract.

� User can schedule his Preventive visits (based on this system will created PM calls

automatically).

� User can specify the Contract validity period

� Create AMC proposals, tracks and convert proposals into AMC contracts.

� Capture payment terms, and automatically generate bills according to the payment terms.

� Real time data wrt total contracts generated Vs Invoice bills generated Vs payment pending

details.

� Send automatic alerts to accounts department on every invoice generation and payment

receipt.

� Forecast your Income from contracts.

� Know your expiry list of customer for any given future date

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i-CRM


Invoice Billing & Payment Management

AMC Contract Invoice

Bill

Generate Invoice Bill

Print/Email Invoice

Follow Up for Payments & Update Payment

Per Call Visit Bill

Is Payment Fully made

Capture Customer

Details

Capture

AMC/Service

Product Details

Stop

Generate Alerts to Account manager/Branch

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i-CRM


� Single or Multiple bills can be generated for any given contract.

� User can print the Invoice from CRM.

� User can also generate bills for Per call visits.

� User can track payments against each bill and multiple payments against a single bill.

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i-CRM


Preventive Maintenance Visit Management

Preventive Maintenance Pending PM Tracking

Warranty PM Visit

New PM Request

Create Next Visit Date is in the 30 days

Create New PM Call

Send Email Alert to Engineer

Stop

AMC PM Visit

Is there a Visit for the current Month?

Stop

Allocate Call to Engineer

Start

Daily/Weekly/Monthly Check for Pending PM

Send Email Alert to Respective Engineer

Stop

Allocate to

Account Manager

Auto Allocate (Round

Robin Method)

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i-CRM


Automate your Preventive Maintenance Visit Management

� User can configure the PM Schedule in Installation Module or in Contract module, where he

specifies the PM schedule dates within the Warranty or Contract period

� Alert mechanism for PM calls

o System will send an email to engineers at the start of every month with PM call details

that are to be attended in that month.

o System generates Service request for scheduled PM visit based on warranty or contract,

start and end date and number of visits automatically, and sends email alert to engineer.

o System creates a To do - appointment in his calendar

o Analysis can be done on PM scheduled date Vs visited date and number of visits pending

unattended. There is an option to carry forward pending PM calls to next month.

o Options to pre-pone or post-pone visits and re-allocate PM visits to another engineer.

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i-CRM


RMA Workflow

A Return Merchandise Authorization or Return Material Authorization (RMA) is a

transaction whereby the recipient of a product arranges to return goods to the supplier to have the

product repaired or replaced or in order to receive a refund or credit for another product from the

same retailer or corporation. In practice, an RMA is only issued after a series of tests

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i-CRM


Spare Request

Spare request is used for raising the spare request to logistics. For every request an

unique request # will be generated, using which user can track the status of his request. Logistics

will review the request, Approve/Cancel the request, and this info will be updated to engineers

through email or SMS alerts

Engineer Raises Spare

Request

New Spare Request

Stop

Send Email to HO/

HO/ Logistics Reviews the

Is the Request

Approved?

Cancel- Update the reason & email update is sent to

Approve- Send the Stock to Engineer

Yes

No

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i-CRM


Quotation Module

Dollars Euro, Pound etc., Package Discount

Line Item Discount

Total Item Discount

Indian Agency

Commission

Packing charges

Forwarding Charges etc.,

No

Yes

Is Item Details Available?

New Quotation

Capture: Account & Contact Details

Configure Item Details

Update Currency of Quotation

Update Discount

Update Other Charges

Net Ex Works FOB CIP / CIF

Is Quotation Closed?

Update

Quotation

Revision

Send Quotation

As Email

Print Quotation

as PDF

Attach Quotation Against

CRM Enquiry

Stop

Allocate to Executive

Yes

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i-CRM


� This module is used for generating quotations.

� User can fill in the quotation details against every Accounts.

� Quotation can be generated as Email or Printed in PDF/HTML files or it can be Attached

as soft copies against each enquiry in CRM.

� User can track how many quotations are “Closed” and how many are in “Open” Status.

He can also further track like quotations which have won the Order and Quotations which

have lost the order.

� User can track the revision history against each quotation, like what are the changes made

in previous revisions against a respective quotation.

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i-CRM


Support Request

Some times customer likes to see a demo implementation of the equipment. For this the

whole set up has to be made by the Company and it involves huge cost. So in this screen

we capture request details, and this request should be approved. Based on this, Company

studies how much has it spent on customer demo; out of this how many have been

converted as Installations and how many they have lost.

Executive

HO,BM or PS

Man days, Completed date -PS -

Executive

Is Accepted?

New Support Request

Capture: Support Request Details against each service request/installation

Get Confirmation

Update support Report

Get the customer feedback

Update Other Charges

Yes

End

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i-CRM


Account and Contact Management

� CRM maintains an accurate Account and Contact database.

� Every new account and contact created goes through duplication checks to ensure there are

no duplicate entries.

� With mandatory checks and validations, junk data is avoided in CRM.

� With Event access Rights and Data access policy, data security is maintained for master

modules.

� If there is any deletion or modification, system checks for impact of deletion or modification

and intimates the user accordingly.

� User can get a 360o view of data, i.e. user can view against an account/contact and the

number of service requests are created.

Reports:

� Customer and contact detail report. User can download the complete or branch wise

customer and contact detail report.

� Contact label reports. User can print the label of address from CRM. These labels can be

used to send couriers to customers.

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i-CRM


Engineer, Branch & Principal management

User has the option to manage his Entities, like Engineers, branches and Principals. User

can on the fly create New Branches, Principals and engineers, and he can block these user types

also from CRM.

HO

Region

Branch 2..Branch 1

Engineer 1 Engineer 2Engineer 3(Dealer )

Level 1

Level 2

Level 3

Level 4

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i-CRM


Inventory

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i-CRM


Other Utility Applications

Survey – Customer Feedback

This Module helps in automating the process of doing survey and capturing customer feedback.

� Against each service call the user can create one or multiple survey’s

� Each survey will have a questionnaire (which can be configured by user)

� Each question will have related answers. Each answer has a certain weightage (Configurable

by users)

o E.g.

Question: How did our Engineer do the Service?

Answers Weightage

Excellent 100

Good 75

Average 50

Poor 25 (Send a Red alert mail to

Management)

� Based on the survey collected from customer the survey rating sheet will be prepared – this

report will indicate the customer satisfaction Index (on a scale of 100%)

� Escalations can be automatically triggered on instances where survey results show red alert

results (e.g. if customer is totally dissatisfied and survey results are less then average

weightage)

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i-CRM


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i-CRM


Download Center:

� An application for storing and downloading files from online. This can be used for sharing files

among users. For e.g., User Manuals, Technical documents etc., can be uploaded here, which

can be downloaded by other users at their location. This becomes a centralized document server.

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i-CRM


Discussion Forum

� User can create discussion forum threads on any technical topic, which can be reviewed and

answered by other users of CRM.

� Option to attach files against posts.

� These discussion forums can be viewed by other users and used for knowledge sharing

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i-CRM


Internal Messaging

� This can be used for sending internal messages among users of CRM.

� This is similar to email messaging except that it sends mails among the CRM users only.

� Option to attach files against mails

� This can be used for sending receiving confidential data or data intended to only users of CRM.

For ex, this can be used for sending price lists, circulars or reminder for users of CRM.

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i-CRM


Flash News/ Billboard

� These are message boards that are displayed to all users of CRM. User can set time for

displaying messages etc, e.g. User can create Flash News “Our Company has achieved Six

Sigma certification.”

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i-CRM


Knowledgebase

This module is used for recording the often repeated or complicated problems and their relative

solutions given by engineers. This will be a public module available for all CRM users, who can

browse through knowledgebase search and try to find the most appropriate solution for their

problem.

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i-CRM


Email Campaigns

� User can create and send emails from CRM. User can send emails to all his contacts of CRM.

For e.g. User can send an email about the new product launch done by their company to all

contacts.

� User can fetch the email list from CRM database in 2 ways

• Either by selecting manually or

• By Templates like “All My Customers of XYZ products” or “Customers who are older than

5 years” etc.

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i-CRM


SMS campaigns

� User can create and send Short Mobile messages from CRM to all his contacts of CRM. For e.g,

user can send a SMS about the “ongoing Sale to all customers of Product X”.

Inbuilt SMS and Email Escalations and Notifications

System has inbuilt escalation matrix and notification manager, which will send

automatic emails or sms alerts on any event or on a scheduled time.

For ex.,

a. Every day morning by 10:00 AM send the “Daily Pending Call details” report

b. Every Monday send the “Last Weeks Orders Closure” report

c. On every call allocation to engineer send an SMS to engineer with the

customer and call details etc.,

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Data Security Policy

Though it’s a web-based system, data security is ensured. Each user can access data pertaining to his

role, region or function only. He will not be able to view data that doesn’t fall under his profile.

There are policies like the Data access policy and the Event access policy that keep data secure.

� Setting Data Access Policy – The admin can define up to what level data can be displayed to a

particular user type. For e.g, a user belonging to X branch cannot view details of other branch or

an Executive should see only his opportunities and he will not be able to see opportunities of

other executives but the Branch manager user will be able to see all the opportunities of his

branch etc.

� Setting Event Access Policy – Each user will have (Add/Edit/Delete or View) events. The admin

can define which user has the access to Add/Edit/Delete or View a record in any given screen.

� The users are restricted to access the CRM Site only from the Office internet network

� Accessing CRM only from a specified computer. In this method the user can access CRM only

from his system.

� Maintain log of users logging-in and logging-out and the system from which they are logging-in.

Other Applications and Modules, which can be plugged in with CRM

� Inventory Module (Web based inventory)

� ERP (Import and Export Data between CRM and ERP)

� Accounting Application ( Billing data from CRM can be exported into Tally )

� TRC (Repair Center) Job Management Application

*** End of Document***

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