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» Customer Relationship Management

Customer Relationship Management 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:

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

FlexGen 4-AE
Enabling the
Adaptive Enterprise
Enterprise Resource
Planning
Customer Relationship
Management
Prospect Management
Customer Management
Estimating / Quoting
Customer Call Center
Sales Order Management
Avalara Portal
Complimentary Product Matrix
Channel Analysis / Commissions
Sales Price Administration
Post Sales Management
Return Material Authorization
Quality Assurance
Electronic Forms
Accounts Receivable
Decision Support Services - CRM
Customer Service Web Portal
Supply Chain
Management
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