On average businesses lose between 15%-35% of its customers annually. In addition, seventy percent of customer defections are due to poor sales or service interaction with the customer. The cost of acquisition of a new customer is much higher than cost of customer retention. Given this, Customer Relationship Management (CRM) is increasingly becoming a central strategic success factor for companies, cutting costs, on the one hand, because it optimizes customer-centered workflows and boosting profits on the other, as the value potential of customers and prospects can be exploited to the full.

EXTENPRISE OFFERINGS

Adopting the CRM, solution offered by Extenprise, you could transform your company into a high-performance business that is equipped to meet the challenges of the current market places. It allows clients to assess individual customer service levels and compare it with Cost To Serve, to identify both under-served as well as over-served customers, and therefore drive increased customer service as well as profitability. It requires definition of various product-customer segments of an organization as well as identification of current service levels, target service levels, as well as Best-in-Class service levels. It then allows for integration of Order Fulfillment processes to measure customer service levels and cost to serve.

Following are the key modules of our solution:

• Customer Information Repository:

This module serves as the central repository for the organization. Promotions come and go, marketing staff turns over; but the information repository goes on collecting meaningful information about every customer contact.

• Campaign Management:

This module allows the organization to segment the customer base, develop offers, and match the two together. It allows the organization to execute effective marketing campaigns, change the way it does business, and evolve relationships that are more profitable with customers.

• Customer Operations Management:

This module helps organizations to exchange information related to its order booking, dispatch and cash flow management processes. It will also allow defining various service levels and delivery policies for each customer segment and to individual customers.

• Customer Service Management:

This module allows customers to register complaints regarding material quality defects, delivery defects, short supply, packaging defects, etc. The system will implement the organization process and workflows for complaint resolution. This system will allow sales person to register various incentives or rewards offered to a customer such as volume discounts, loyalty discounts etc.

• Decision Support System:

This module integrates data from disparate systems in the organization to derive greater business value. It generates meaningful MIS reports, view historical data and trends in graphical and chart formats in real time, thus helping in better decision making.

• Forecasting and Planning:

This module helps to allow the organization to forecast properly, as well as deliver on the promises the marketing and sales areas make to customers.

• Channel Management:

The module integrates the marketing offices of the organization with their channel partners and key customers to exchange business documents on-line and share valuable information. It also enables in synchronizing the customer / catalogue / product structure coding information between the manufacturing unit, marketing offices and channel partners.

• Alerts / Notifications:

A set of rules are defined in the system to generate business alerts, whenever the business performance is significantly different from the targets, and raise it to the appropriate levels of management, as defined in the business rules (which are dynamic and can be modified). In case the alerts are not timely resolved, business rules are set to define the escalation procedure.

Extenprise provides an effective framework, which puts in place the right plans and resources during implementation of a CRM solution. We have successfully delivered our application to leading customers in the globe and have effectively improved business performance within tightly controlled budgetary and time constraints. It's a complete solution with proprietary review and diagnostics tool, set of processes and tools enabled through a robust software platform and staffed by skilled Extenprise business and technical consultants. Our four-step design and deployment methodology can deliver results within 12-24 weeks.

Our model ensures that CRM applications:

• Reflect the strategic aims of the company
• Quickly put into practice and thus generate a fast ROI
• Scalable in order to facilitate the implementation of future changes in requirements
• High user adoption rate due to the logical and clear use of the application
• If required, integrated into the company's information systems

Key Benefits

• Increased customer satisfaction through superior service
• Individualized knowledge of the customer
• Helps in collaborating with suppliers, partners, and customers to improve processes and meet customer needs
• Increased revenues through efficient customer acquisition, improved direct marketing response rates, enhanced up-selling and cross-selling, and decreased customer churn