E-CRM, or electronic customer relationship management, is an integrated online sale, marketing and service strategy that is used to identify, attract and retain an organisation’s customers. It describes improved and increased communication between an organisation and its clients by creating and enhancing customer interaction through innovative technology. ZeenNet’s E-CRM software provides profiles and historic data of each interaction the organisation has with its customers.

Our E-CRM software system features can include:

Customer management - Provides access to all customer information and stores ongoing enquiries or correspondence

Knowledge management - A centralised knowledge base that handles and shares customer information to all areas of your organisation

Account management - Access to customer sales account information, allowing sales and customer service teams to efficiently manage customer accounts

Case management - Captures enquiries, escalates priority cases and notifies management of unresolved issues

Back-end integration - Links and shares information with other systems such as billing, inventory and logistics through relevant customer contact points such as websites and call centres

Reporting and analysis - Report generation on customer behaviour based on business criteria

Benefits of our E-CRM system include:

Service level improvements - Using an integrated database to deliver consistent and improved customer response

Revenue growth - Decreasing costs by focusing on retaining customers and using interactive service tools to sell additional products

Productivity - Consistent sales and service procedures provide efficient work processes

Customer satisfaction - Automatic customer tracking and detection helps to ensure enquiries are met and issues are managed. This improves the customer’s overall experience in dealing with your business

To implement an E-CRM system our experts consider if your business is not currently managing customer relationships, a software package will not do this for you. Our experts advice the cultural shift needs in understanding customers first so that benefits can be achieved by:

Defining - The dimensions and boundaries of the customer relationship to be included in the program

Develop - A broad relationship management program that can be defined and used to manage smaller customer segments. ZeenNet’s customised E-CRM solution will help deliver this goal

Service and support - By tracking and measuring the dimensions of the relationship, we identify their strengths and weaknesses in the relationship management program. This can be continually fine-tuned based on ongoing feedback from customers