Relaso Product Suite - Social CRM, Social Customer Support / Service

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Transcript of Relaso Product Suite - Social CRM, Social Customer Support / Service

  • Relaso Product Suite OVERVIEW 2 WHY RELASO CRM? 2 KEY VALUES OF RELASO PLATFORM 3 BUSINESS RULES 3 WORKFLOW MANAGEMENT 4 PRODUCTS 4 CUSTOMER RELATIONSHIP MANAGEMENT 4 MARKETING CAMPAIGN MANAGEMENT 4 Automatic Lead Capture 4 Lead Micro-segmentation and Bulk Campaign 4 Charts & Reports 5 PRE-SALES 5 Lead Nurturing 5 Lead Qualification 5 Relationship Discovery 5 Opportunity Management 5 Sales Pipeline 5 POST SALES 5 Cross Selling & Repeat Selling 5 SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT 6 SOCIAL CUSTOMER SERVICE / SUPPORT (TROUBLE TICKET) 6 SOCIAL CONTACT MANAGEMENT 7 CORPORATE COMMUNICATION & COLLABORATION 7 DEFECT & FEATURE TRACKING 8 CASE MANAGEMENT 8 DOCUMENT MANAGEMENT 8 MODULES 9 CALL CENTER MODULE 9 MOBILE WORKFORCE MANAGEMENT 10 HUMAN RESOURCE MANAGEMENT 10 RESUME MANAGEMENT 10 RECRUITMENT PROCESS MANAGEMENT 10 EMPLOYEE PERFORMANCE TRACKING 11 HR POLICIES AND GUIDELINES DISTRIBUTION 11 EMPLOYEE COMMUNICATION TRACKING AND ANALYSIS 11 REAL-ESTATE PROJECT & PROPERTY MANAGEMENT AND PROPERTY MATCHING 11 PROJECT PROCUREMENT 12 INTEGRATION SOLUTIONS 12 ACCOUNTING INTEGRATION 12 ERP INTEGRATION 12 OTHER INTEGRATIONS / OPEN API 12 DEMO & TUTORIAL VIDEOS 12
  • Overview Relaso products are built on Relaso platform, which is a high performing, linearly scalable platform (based on Java) for rapid application development and deployment. In addition to selling pre-packaged products over the web, Relaso products can be uniquely packaged to the need of the Enterprise customers for maximum flexibility. For instance a company may choose 20 CRM license, 10 Customer Support License, 7 Defect & Feature Tracking License and 40 Attendance System License for the entire organization. The entire organization can also benefit from the in-built communication and collaboration platform (think Yammer). Why Relaso CRM? Problem: Current solutions fail to meet customer needs as shown by high CRM failure rates ~ 50%, mostly contributed to poor end user adoption. End-users need to see value immediately, it should simplify not complicate their workflow. Solution: Relaso provides immediate benefits to the end-user with: Simple, intuitive user interface, even primary-school dropouts use it o Access anytime, anywhere - No need to use computers, laptops or tablet, any mobile (even without internet access) is sufficient. Relaso supports all kind of updates and information search using just SMS. This allows sales force to update the CRM on the go and the reports and notifications are automatically generated in real time o Valuable information to close the deal, access anywhere Relaso does research for you. It automatically fetches latest updates from Social media to give you an understands of your prospects concerns and requirements, his areas of interest and much more It provides at a glance overview of all the communication and activities with the prospect or customer (in case of cross-selling, up-selling etc) Relationship research Relaso shows you how your lead is connected with other leads and contacts in the organization along with their purchase details etc., who referred them and so on. Relationship builds instant trust and gives much higher success rate o Instant follow-up Capture new leads on the road and it is instantly available to back- office and sales staff for follow-up. According to The Lead response Management Study Problem: Piecemeal solution to related Enterprise components like CRM, Customer Service, Document Management, Case Management, HR Management, Defect Tracking System etc. increases complexity and cost. Relaso provides unified Solution: Relaso provides all of the above and more under a single platform with deep, seamless integration between modules, an Open API to integrate with any existing of future Desktop, Web-based Software or SaaS solution. Problem: Traditional CRM wasn't designed for Social Media and doesn't cope well, if at all, with customer-led communication in Social Media Solution: Relaso was developed ground-up keeping Social Media in mind with the fundamental
  • paradigm that Customer is King on Social Media and can be BIG influencer, both positive and negative. As such Relaso has deep, seamless, real time integration with Social Media and leverage Social Media for Brand Monitoring Management (both your and your competitors), monitoring Employee behavior on Web and Social Media, getting new leads from Social media, capturing both negative feedback (for instant redressal) and positive feedback for further distribution and showcasing, all done within Relaso platform, capturing support requests, product enquiry communication and much more. Key Values of Relaso Platform Customizable to your every needs Capable to serve your complex analytics & reporting needs (multiple formats) Accessible even from Rs 890 phones, without internet / data connectivity Rich interface for Internet enabled phones & tablet devices Multi-lingual can be used in any language, searchable Open API, open access to your data 24/7 Highly Secure o SSL access as used in your Bank o Hosted on highly secure 64bit Enterprise Linux platform o Hardware & Software Firewall o Full protection against Trojans, Virus, Malware o State-of-the-art physical access protection with bio-metric scanner, prior approval etc. o Separate database per client with encrypted data Automated Backup o Instant replication with RAID-1 o Offsite backup Intelligent algorithms reduces typing, supplements data & improves efficiency Fine grained, highly customizable roles and permissions Communicate & collaborate with staff & leads, contacts anytime, anywhere Bi-directional Web, Email, SMS, Social Media & Blog integration No software to install, No minimum hardware requirements (SaaS Model) Zero or minimal upfront cost (Software-as-a-Service) Live global search simultaneously on multiple fields and records to easily find any data in real time Offline access facility for low quality / intermittent connection as well as access through SMS only Customizable and highly granular permissions and entitlement system to easily implement all hierarchical or any other permission controls and entitlements along with any exceptions / overrides Business Rules Powerful easily customizable Business Rules Module is at the heart of Relaso, which allows you to:
  • Automate regular business activity Track abnormal activity across business domains and functions and notify and escalate as required Provide event based notifications Workflow Management Relaso has a built-in Workflow System available to all Products and module which allows, among other things, automated rule base activity routing, call escalation, multi-step approval and much more. Products Customer Relationship Management Marketing Campaign Management Automatic Lead Capture Relaso Campaign module captures lead along with associated Campaign data automatically from: Web site Landing pages Social Media (keyword, phrase based search on others account or using our dedicated account) o Twitter o Facebook o LinkedIn Blogs (keyword, phrase based search on others blogs) Public Websites (keyword, phrase based search on others Websites) Online Advertisements like AdWords Offsite Advertisement campaigns using QR Code & Short URL Inbound SMS Campaigns, can capture demographic data of the lead, like o Expert Advice Campaign o Contest Campaigns o Freebies Campaign Inbound Email Campaigns like Expert Advice Campaign Relaso provides a platform for quick lead segmentation using unique multi-tag based classification which is used to create real time campaigns using Bulk SMS, Email or Social Media communiqu. Lead Micro-segmentation and Bulk Campaign Leads and opportunities are tracked through various pipeline stages till completion to track and report for the campaign: Leads Generated Revenue Profit Return on Investment etc.
  • Charts & Reports Multiple real time updated charts and graphs are provided to birds-eye view as well as detailed look into campaign data. In addition custom reports can be generated as with other modules. Pre-Sales Lead Nurturing Relaso allows you to easily create multiple highly targeted and personalized periodic Email newsletter and Bulk SMS (respecting local regulations) with personalized matches, for different categories of prospects. You can plan and execute any drip-marketing campaigns with Relaso. Lead Qualification Automated lead qualification and lead scoring can be done using your own business rules to provide more effective pipeline to your sales team. Relationship Discovery Relase captures relationship data between your leads, customers and contacts, either manually or through referral and other sources. This data is then used to discover new relationships. The end result is that you can find how your lead is connected (relationship) with other customers and leads. Prior relationship, which is not captured by any major CRM, provides invaluable data to approach a new lead and gives very high conversion rate as trust is established upfront. Opportunity Management Relaso provides comprehensive opportunity management and dashboard to track each opportunity from start to completion and even beyond. Relaso provides real time revenue and profit data (based on permission) to managers as well as sales person (restricted to their own data obviously) to know where the sales figure stand at any time and how much more needs to be done to meet the target. Blocker issues are instantly identified and escalated to management and can be viewed from dashboard for quick action and solution. Stage level analysis to identify bottlenecks can be eas