Solutions

intelligent Customer Relationship Management (iCRM)

Take a look at the priority categories below, keeping in mind that this is only a subset of potential issues facing your company. There are certainly many more priorities that may impact your business model beyond this summary list, and probably other categories that are unique to your company or industry. iCRM provides a strategic perspective of your enterprise current states, and demonstrates how HAF Technology Solutions can transform that point of view into a robust, scalable and profitable future state.

There can be no question about the importance of recognizing and prioritizing requirements that define both enterprise objectives as well as challenges that might mean the difference between success and failure. HAF will address these critical elements in joint discovery with your company, and together we will tackle the priorities – crafting winning solution(s) for your iCRM transformation.

  • Understand the current state of your sales organization
  • Understand your current sales processes
  • Communicate ROI
  • Methods to identify:
    • Decision makers
    • Decision influencers
    • Stakeholders
    • Champions
  • Define the compelling event(s) driving the decision timeline
  • Increase sales
    • Effective deal closing strategies
    • Account teams
    • Opportunity teams
    • Sales engagement/cadences
    • Opportunity splits 
  • Improve cross-sell and up-sell opportunities 
  • Strategies for selling new products or services
    • Define products
    • Define price books
  • Use data to drive effective selling
  • Reduce sales cycles
  • Define and control the sales pipeline
  • Define and control the sales forecast
  • Provide comprehensive sales reporting/dashboards
  • Sales mapping & location analysis
    • Visualizing data
    • Territory planning
      • Management of Territory Models
      • Using territory types
      • Territory hierarchy
      • Restore sales team focus with rules established in territory planning
    • Tracking live locations
    • Territory mapping and alignment
  • Lead management 
  • Order management
  • Employ transformative methods to differentiate your offering vs competitors
  • Reduce cumbersome documentation
  • Use more mobile sales techniques and tools

  • Understand the current state of service and case management
  • 360 degree view of customer service requirements
  • Improve overall customer service and support
  • Automate case assignments
  • Use data to drive efficient customer service
  • Reduce case-management response time  
  • More effectively route cases to relevant skill-sets
  • Employ transformative methods to differentiate your case management vs competitors
  • Reduce cumbersome documentation and time-consuming meetings
  • Create relevant Service and Case management reports/dashboards
  • Field service
    • Service mapping & location analysis

  • Understand the current state of your marketing strategies
  • Planning
  • Effective lead management
    • Lead scoring and routing.
    • Marketing segmentation.
    • Artificial intelligence (AI).
  • Pipeline considerations
  • Churn
  • Pricing
  • Distribution
  • Campaign management
    • Advertising
    • Promotion
    • Branding
    • Media
    • Influence
  • Product/service management
  • Customer communication
  • Direct sales impact
  • Channel sales impact
  • Research
    • Trend analyses
    • Transformative and disruptive strategies
  • Sales, operations, engineering interface

  • Understand the current state of your enterprise architecture
  • Increase security
  • Enforce the principle of least privilege
  • Manage Human Resources
  • Efficiency in Field Service Management
  • Manage internal projects
  • Interface with ERP and other back-office functionalities
  • Payment processing
  • WMS and inventory management
  • Regulatory and compliance issues
  • Reduce dependance on outdated legacy systems
  • Reduce technical debt
  • Manage risk

  • Understand the current state of your order management process
  • Global view of order lifecycle
  • Order capture process
  • Payment authorization
  • Security and fraud
  • Order process notifications
  • Fulfillment - pick, pack, and ship
  • Delivery phase
  • Invoicing
  • RMAs
  • ERP interface and update
  • Service and sales interface

  • Understand the current state of your financial objectives
  • Manage departmental costs impacted by CRM initiatives
  • Optimize additional revenue realized by improved sales
  • Financial visibility with more focused/relevant reports/dashboards
  • Effectively apply reduced costs from optimized CRM operations
  • Manage Sales Team compensation
  • Multi-currency impact and management
  • Stock price impact from CRM ROI

  • Understand the current state of your data quality
  • Reduce disparate data repositories
  • Normalize data
  • Reduce dependance on unstructured data
  • Build greater analytics solutions
  • Provide robust data presentation and application
  • Eliminate duplicate data
  • Provide a robust rules engine
  • Need for targeted reports and dashboards
  • Manage files, CRM content, knowledge, documents, and attachments

  • Utilize the wealth of your enterprise data for Artificial Intelligence applications
  • Create a logical segue from Analytics to AI
  • Greater operational efficiency with AI
  • Improve manual processes
  • Automate sales functions
  • Provide greater marketing insight
  • Automate service functions
  • Auto-generate custom training
  • Auto-generate business/technical requirements documentation

How can you apply intelligent Customer Relationship Management (iCRM) to create an optimized future state for your company? Click here to review benefits and iCRM methodology.