Long-term customer relationships are built
on consistent product quality and delivery,
providing a positive customer experience
every time and listening carefully to
what the customer tells you they need
and how your company may be of service.
The manufacturing company that nurtures
a customer centric culture and strategy
will always be early to act on new opportunities
and benefit from this competitive advantage.
FlexGen 4 - CRM provides the application
services needed to establish and manage
the early prospect relationship through
to customer conversion, service and long-term
customer retention. Customers today have
many options where to spend their dollars.
FlexGen 4 – CRM is designed to make
sure your customer commitments are met
and that customer expectations are fully
satisfied - every time.
Customer Relationship
Management includes the following software features:
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Prospect
Management
At the earliest point of contact with a
new potential customer, FlexGen 4 - CRM
helps guide the introduction and information
processing. Prospects typically are looking
for product information, local points of
contact or product availability and pricing.
The first interactions need to be informative,
deliver on the company brand and result
in a positive experience. Managing prospects
for on-going follow up and continued development
is key to building solid revenue growth
over time.
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Customer
Management
Being able to identify, then meet each customer’s
unique needs and requirements is an attribute
all successful manufacturing companies display.
FlexGen 4 - CRM provides the tools needed
to capture customer information about products
they buy, what preferences they have and
what future buying plans and expectations
they possess. FlexGen 4's new web services
also provide customers direct access to
their open order, shipping, billing and
AR information to better serve their real-time
needs.
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Estimating
/ Quoting
For selected manufacturing environments,
including Job Shops, Capital Equipment and
Highly Engineered products to name a few,
they require applications to develop detailed
cost estimates (Estimating), coupled with
the resulting customer quote (Quoting),
for the purpose of determining price and
delivery. Digital transformation of the
formal quote document in either electronic
or .PDF format assures immediate delivery
to the customer upon completion.
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Customer
Call Center
To assure that each customer request for information, product or service
is responded to promptly and administered easily requires collaboration and
the right application services. FlexGen 4 - CRM provides the focal point
through its Customer Call Center to manage and coordinate customer contacts
and communications. Prospect and customer inquiries for technical assistance,
billing issues or product delivery, can all be monitored through a single
point of contact, assuring a consistent and quality customer experience every
time.
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Sales
Order Management
FlexGen 4 - CRM supports a comprehensive
sales order processing service to assure
that each customer order received is transacted
promptly, accurately and easily. Sales Order
Management is fully integrated throughout
FlexGen 4 - providing on-line credit verification,
product availability, pricing confirmation
and scheduling administration to guarantee
on-time delivery to the customer. FlexGen
4's web connection to UPS and FedEx also
provides instant e-mail notification to
the customer when shipping is complete,
including tracking numbers from the carrier.
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Avalara
Portal
FlexGen 4 - CRM provides a comprehensive package of forms,
predesigned and ready for customization including Order
Acknowledgements, Bar Coded shipping documents, Pack slips, Customs documents and Commercial Invoices among others.
All forms have the capability of being printed or e-mailed with
direct import of e-mail addresses automatically. PDF's are an
option to direct immediate delivery of all CRM forms on a real
time basis. Electronic access to documents is always secure,
including a detailed audit report of documents created, by whom,
and where delivered for ease of administration and control. |
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Complimentary
Product Matrix
FlexGen 4 - CRM allows your sales administration
process to identify complementary or up-sell
opportunities as an integral part of the
typical sales cycle. Many items represent
the primary buy opportunity, such as a Dell
laptop computer for example. The complementary
up-sell opportunity can be seen in items
such as spare batteries, travel cases, additional
software and service contracts. FlexGen
4 - CRM provides the tools and administration
facilities to create the product relationships
coupled with the delivery mechanism at the
point of sale.
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Channel
Analysis / Commissions
Effectively managing your distribution channel
requires tools which allow you to closely
monitor selling activities and performance
against the company's sales objectives.
FlexGen 4 -CRM handles all of your commission
tracking and calculations, revenue recognition,
territory performance and seamlessly integrates
with accounts payable for compensation disbursements.
FlexGen 4 - CRM provides the visibility
needed to keep your sales channel informed,
serviced and operating at optimum level.
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Selling
Price Administration
The administration of selling price, gross
margin analysis and market sensitivity to
price changes can be a complex task. FlexGen
4 - CRM can streamline and automate many
aspects of the typical sales price administration
process. Built on user-defined formulas,
multiple cost basis, unlimited mark-up categories
and resulting Pricing Formulas, sales administration
is assured to maximize the profit contributions
of everything your enterprise sells.
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Post
Sales Management
To assure long-term customer relationships,
FlexGen 4 - CRM features an array of service
applications needed to manage your company’s
key after-sale activities. These include
a complete Returned Material Authorization
(RMA) process which allows the receipt,
disposition or rework of any item sent back
for service or credit adjustment. FlexGen
4 - CRM provides on-line field service and
warranty/contract information to guarantee
that customers receive prompt service and
product support when they require it. Attending
to product or service deficiencies on a
real-time basis, demonstrating a customer
first attitude, is a hallmark of a customer
focused enterprise.
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Return
Material Authorization
Return Material Authorization - ( RMA's ) available in FlexGen 4
CRM, assures that every item returned to your company for
service, repair or exchange is properly tracked and accounted
for. Once an RMA number is assigned, every step involved in
the rework process or exchange is electronically documented
and tracked including customer, parts, dates, issues and upgrade
procedures when required. When design or engineering
problems are discovered, they are automatically fed to Quality
and management for tracking and accountability. When items
are under warranty or require billing for services performed,
a comprehensive warranty / billing management system is
available.
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Quality
Assurance
The role of Quality Assurance is to
set the manufacturing and supply chain
standards for performance necessary
to achieve 100% quality in parts and
services. QA takes an active role in
developing all test and evaluation
procedures used to transact and disposition
all incoming materials through the
company's supply chain. With FlexGen
4 - APM the production control process
can be scrutinized and tested for quality
compliance as well, assuring that any
production shortcomings are identified
in real-time and before the cost of
quality escalates.
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Electronic
Forms
FlexGen 4 - CRM provides a comprehensive package of forms,
predesigned and ready for customization including Order
Acknowledgements, Bar Coded shipping documents, Pack slips,
Customs documents and Commercial Invoices among others.
All forms have the capability of being printed or e-mailed with
direct import of e-mail addresses automatically. PDF's are an
option to direct immediate delivery of all CRM forms on a real
time basis. Electronic access to documents is always secure,
including a detailed audit report of documents created, by whom,
and where delivered for ease of administration and control. |
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Accounts
Receivable
FlexGen 4 - AFA provides a complete Accounts Receivable management process
designed to streamline the billing cycle, optimize cash receipts and collections
and to assure customer experiences are positive. Cash flow simulations and
account reconciliations tie into an integrated Cash Management system which
looks at all sourcing and uses of cash for the company.
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Decision
Support Services - CRM
Tracking all the enterprise data supporting the effective management of the sales process is mandatory. Analyzing sales
trends, customer satisfaction, returns and allowances,
profitability and future sales is necessary information to
optimize the sales process and revenue contribution.
FlexGen 4 - CRM offers a suite of management tools designed
to aid Sales and Marketing in the effort to maximize sales
revenue, manage new product introductions and measure the
effectiveness of new marketing campaigns. With timely and
accurate management data available, management will dev-
elop the right sales strategies and make the best decisions
possible for the customer. |
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Customer Service Web Portal
FlexGen 4 - CRM provides a unique Web Portal environment
designed to give your customers web available information
concerning their shipments, products, invoices and customer services. With a secure PIN and Logon, your customers will
have up to the minute information to track their orders on-line
whenever they choose. Billing and Cash management is more
efficient and profitable when customers can resolve questions
and issues on line including order confirmations, tracking
all shipments with accompanying on-line invoices, immediately
available.
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