STREAMLINE: An CRM ApplicationStreamLine application enables organizations to grow revenues more quickly, predictably, and profitably by helping sales professionals focus on the right deals at the right time. The application suite provides unparalleled visibility into the sales pipeline, enabling sales professionals to identify specific actions that will help them better manage opportunities to rapid closure.

Comprehensive sales methodologies, such as Target Account Selling, can be delivered through StreamLine to drive a consistent communications approach throughout the entire sales organization. StreamLine also offers a web-based application that provides mobile professionals with real-time access to critical StreamLine eBusiness Applications information anytime, anywhere.

The StreamLine also includes a complete analytics solution that provides up-to-the-moment, proactive intelligence—allowing sales professionals to have a truly complete picture of their customers, monitor the health of the business, and determine where future sales opportunities exist.

Objective of StreamLine

The following are some of the strategic objectives offered by the Sales and Service Applications in the StreamLine eCRM suite:

o Functionality based integrated solution to use resources effectively

o Online interaction with employees and customers

o Track every Job/Service Call/Document from inception to completion

o Maintain complete Customer Database including Users Login and passwords

o Maintain Employees Database with details of each employee and task group

o Maintain Product/Parts Database with details of each product

o Use Job/Service Template to break specific jobs into separate tasks for Online Call Registration and Support

o Online Call Status available by Customer and Employee

o Improved Service Efficiency through use of Online Help Templates

o A host of Analytical Graphical Reports to help analyze your Customers and adapt to their needs spontaneously

o Analyze Customer Demand, Market trends, Product and Employee performance

All organizations over the years have been using various tools to most effectively reach and deliver products/services and to maximize customer satisfaction. In a day and age when there is very little differentiation between competing products, customer information can make all the difference between success and failure.

StreamLine is designed to retain the smile and delight on the faces of your customers.

It is a storehouse of valuable information about a business and its customers, which contributes in enriching the organization’s customer relations and

empowering its CRM functions. This storehouse streamlines and coordinates with various departments like sales, marketing and customer service, helping the organization to be in control of its business. Streamline is the surest bet for assured growth in business.

SALES FORCE AUTOMATION

Appointments: Individual Sales executives can enter appointments, either telephonic or personal.

Planner: Shows all the activities that are to be carried out by the executive during a day.

Enquiries: Direct enquiries received and allotted to the sales executives and their details.

Visits: All Visits made by an Executive for the day (i.e. on the Login Date) may be entered here. Visits may be either personal or telephonic. Details of the

visits may be loaded either from Appointments or Plans for the day. Apart from that, you can enter New Personal Visits or New Telephonic Visits.

Executive Diary: All information for ready reference and remarks is available in the executive diary. The diary can be updated with any future reminders.

Communications

All communications that the executives have with the clients can be kept track of. This makes the Streamline a complete communication portal for the entire organization.

Sales funnel: All prospects of sales executives can be overviewed graphically in a sales funnel. The sales funnel is a birds eye view of sales activity and expected sales closings.

Sales Management Sales knowledge base Competitor’s knowledge base to track competitors Call Analysis Visit Analysis Telemarketing Success Status Performance analysis of sales executive Auto mailers through pre-defined templates Opportunity records and Future prospects

Graphical Analysis – Sales Funnel

The concept of a Sales Funnel is often used as an indicator to the Employee’s marketing or sales performance. The number of Prospects at each different Sales Stage is displayed over a colour stripe, which represents the different Sales Stages, in a funnel shaped diagram, as shown below.

The color codes for each Sales Stage are explained in the Color Table beside the funnel diagram. Click any of the codes to see a Report showing details of the Prospects at that Sale Stage, as shown below. Click the Back button in the Report to return to the graph.

The Support Menu

Gives you complete control of Customer Service Operations Call Centre Operations possible with User- Defined Trouble-shooting Templates Powerful Analytical Reports. Built in Report Designer to design your own reports

Customer Service Management:Streamline can be used to record all customer calls received. The calls can either be resolved using the built in online chat feature or the status subsequent to the telephonic calls can be updated. All chat contents can also be recorded for future reference and notes.

Other Key Features Include

Pre-defined Task Templates: Establish the rules for resolving of customer service request can be updated to him by either e-mail or SMS. Jobs that have exceeded the allotted time can be reported to the manager.

Warranty Claims: The number of jobs received within the warranty period and outside can be known and also the revenue earned from services of parts outside the warranty period can be known.

Auto-Allotment: Automatically allot service request to preferred service managers. Service tasks can be reassigned based on availability of service engineers.

Knowledge sharing for efficient resolution for enquiries and problems Records online customer service request

Service handling made easy Call History User defined task templates Accurate anticipation of customer requirements User defined warranty programs

Streamline Call Center: The call center feature of streamline can be used to accept and track customer inquiries. All calls received are allotted a job-id. The jobs can be executed based on sequential or load sharing basis.

Call Registration Screen:

Calls Progress Updating:

Support Analysis Reports:

Calls/Tasks Details Employee Wise Calls Employee Wise Tasks Customer Wise Calls Customer Wise Tasks Date Wise Calls Date Wise Tasks

Calls Analysis Call Completion Schedule Task Completion Schedule Escalated Calls Reassigned Calls Report

Support Analysis Most Attended Customers Most Attended Products Most Attended Templates

Summary Reports Employee Wise Calls Summary Employee Wise Tasks Summary Product Wise Calls Summary Product-Template Wise Calls Summary Customer Wise Calls Summary Employee-Template Wise Calls Summary Employee-Product Wise Calls Summary

Design your own Reports using the Report Designer:

Online Mail Merge Utility:

Document Management System:

Online Feedback through Electronic Questionnaire:

Design and Print Labels:

RECOMMENDED INFRASTRUCTURAL REQUIREMENTS

File Server running Windows2000 Server + Internet Information Server, with 4 GB minimum RAM, PIV processor and 120 GB hot pluggable Drives in a RAID formation.

Work Station Clients running Windows2000 professional or Windows XP clients, with 512 RAM, PIII processor and minimum 20 GB Hard Disk Drive.

The Database application would be Microsoft SQL Server 2005, with licensing policy depending on the number of users.

Switched Network on a Structured cabled environment.

Backup Device e.g.: Tape or DAT Drive.