Effective customer relationship management is a strategic stake. Improving this relationship drives corporate performance and paves the way to gaining additional market shares. And this is getting even more urgent as relationships with customers are handled through an increasing number of channels: telephone, mobile phones, fax, email, Internet, chat, SMS, and many more. CRM builds value through each of these different channels and focuses on tying close relations and strong business links with customers in order to promote loyalty. Companies face the following challenges:

• Identify and better understand customers thanks to appropriate decision-making tools.

• Maximize the impact of marketing operations and increase business efficiency through CRM solutions.

• Improve customer satisfaction through the implementation of contact centers and support services (helpdesks).

Know your clients through decision-making solutions

AXIANS helps you implement reporting and actionable tools that assess the value and potential of your customers and prospects. We integrate multiple features to provide access to your information system data, design customized dashboards, and distribute relevant information throughout your company. Our offer leverages solutions from Business Objects and Crystal Reports.

Maximize Marketing Operations and Sales Efficiency through CRM Solutions

Sales Force Automation and the management of the marketing campaigns enable organizations to provide customer data in a collaborative way to their field/inside sales and operational marketing teams. Marketing campaigns and sales activities are targeted more precisely and show higher levels of performance. Besides, CRM solutions enable companies to track their activity and enhance their customer portfolio.

Our CRM expertise covers multiple areas: development, configuration of your solution, and integration with your information system.

A marketing campaign application provides all relevant features for managing campaigns (design, targeting, follow-up, etc.) and events (plan of actions, automated mailing, etc).

Sales Force Automation focuses on maximizing and managing the efficiency of sales and distribution networks. It offers several features:

• Contact management.

• Customer and prospect management.

• Access to marketing collaterals.

• Quotations.

• Follow-up of business.

• Sharing of agendas.

• Management of sent items (documentation, quotes, directories, etc.)

• Sales forecasting and reporting.

Several automated features free sales people from time-consuming admin tasks and allow them to focus on their core business. Sales Force Automation improves the overall sales efficiency and therefore speeds up the payback period of such an investment.

AXIANS is a partner of Update Software.

Improve Customers Satisfaction: Contact Centers

Corporate call centers provide companies with an identity and customer judge their provider through criteria such as response delay, call routing and the capacity of the call centre agent to fully understand their needs. AXIANS helps you build successful and customized call center solutions, for outgoing campaigns (telemarketing, phone prospecting, and money collection) and incoming calls (information request, order...).

We design, configure and integrate your solution to deliver the following features:

• Routing of incoming calls, emails, SMS, faxes, vocal messages according to pre-defined criteria: by skill, availability of agents, etc.

• Interactive Voice Responders (IVR): the caller qualifies his/her need through a dialogue with the voice responder.

• Computer Telephone Integration (CTI): customer records are automatically displayed on the agent screen. Agents have visibility on past contacts and can bring an appropriate answer to the customer.

• Voice over IP Integration to allow automatic call transfer: in case of overload, calls are transferred to another department or distant site.

• Reporting Solutions: management metrics such as volume and origin of calls and average waiting delays are displayed through dashboards that provide decision-making data to monitor call center operations.

Our offer is based on solutions from Aastra Matra, Alcatel and Genesys.

As a supplement to call centre solutions, AXIANS offers custom-designed applications for support services.

Rolling out Support services

A support service is key in managing customer relations: it acts as a one-stop-shop for any question or issue that arises from using a product. The performances of support services have a direct impact on customer satisfaction, experience and loyalty. Furthermore, data collected by support services is a goldmine for marketing service and acts as a foundation to support new offerings or to help sales people increase their revenue.

A support service platform drives a customer request through a comprehensive process with the following steps:

• Service request from a customer is recorded and triggers a ticket.

• A proficient party using a precise methodology (with escalation procedures) handles the ticket.

• Troubleshooting is made easier thanks to a knowledge database.

• Customer has full visibility on the follow-up of his request.

• Customer receives a satisfactory answer.

• All solutions provided by the support service are recorded and this data enhances the customer background.

• The ticket is closed once the solution is found.

AXIANS helps you set up architecture, software solutions and a support organization adapted to your company. We partner with BMC Software (Remedy) and Front Range Solutions.

Key benefits of a CRM solution

• Always focus on the right target.

• Bring thought answers to the ever-increasing needs of customers in terms of responsiveness and service.

• Add value to your support services and set them at the right price.

Creating value with AXIANS

• A wide range of solutions.

• A dedicated team for designing specific CTI connectors.