CRM for Professional Service Firms

Focus:

• Know more and sell more to your clients
• Track service delivery and project management
  

Capabilities:

Services Sales Management: Manage the entire sales cycle — track leads and opportunities, generate proposals and contracts, forecast service bookings and support resources — from a single view of the client.

Services Item Catalog: Create a portfolio of services including client-specific price levels, discounting rules based on the number of packages or units purchased and preferred-client pricing with pre-negotiated price levels and terms.

Project/Job Tracking: Manage and track multiple types of projects or jobs with linked activities that clients, along with sales, service-delivery and support personnel can view. Manage complex relationship structures by linking multiple-project jobs and sub-projects with customers and opportunities.

Advanced Calendaring and Activity Time Tracking: Share calendars, develop schedules and monitor assets. Time-tracked activities (tasks, calls and meeting events) let managers track the employee actions on an individual or per-project basis.

Client Self-Service Center: A secure, password-protected center where clients can: track project status, past bookings, outstanding quotes and client-specific shared documents; search knowledge bases, access FAQs or submit a trouble ticket.

Service Personnel Specific Dashboards: Role-specific dashboards provide real-time access to services forecasting, revenue, project status, project alerts, client support incidents and more.

Document Management: Store, organize and set access restrictions for files such as Word, Excel, PowerPoint and PDF. Publish files to intranets or wikis, corporate Web sites or client self-service centers.

Client Support & Service: Record and track client contact by e-mail, the Web and phone. Includes automatic escalation rules to meet contractual service level agreements. Provides customer service personnel with tools to process trouble-ticket handling.