Overview

Any organization that wants to succeed must aspire towards having excellent customer relations and the first leg of this journey is adopting a no-nonsense approach to customer relationship management (CRM). CRM is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. CRM helps businesses build a relationship with their customers that, in turn, creates loyalty and customer retention which are both qualities that affect a company’s revenue.

Etiya Customer Relationship Management (CRM) provides a highly scalable, customer-centric, omni-channel experience enabling companies to exceed customer expectations by interacting with them on any platform, via any channel.

Etiya CRM provides an end-to-end, integrated lead-to-cash process flow for customer management. This includes contact and request management; mediation and orchestration of customer interactions; jeopardy and exception management; and customer analysis and reporting. Customer Service Representatives and Sales Agents see a 360-degree in-context customer view enriched with predictions and recommendations based on the customer’s past and current interests and interaction behavior, including social media activities. Social media analysis determines communities of interest and opportunities for cross-sells and up-sells.

Etiya Customer Information Management module simplifies the management of customer data by providing -with a single click- a consolidated view of the customer that shows, in real-time, the customer’s interactions as well as the account’s history. This enables a consistent omni-channel customer experience. Learning-based algorithms provide predictions and recommendations and dynamic customer metrics highlight business-oriented customer insights and demographic profiling. You can create accurate customer profiles (including social media) and target offers based on those profiles.

Etiya Lead Management module seamlessly automates and simplifies the lead management process from acquisition to sales. It manages the identification of existing customers and the acquisition of new customers and enables leads to convert to orders with one click.

Leads can be acquired through different channels or sources and prioritized and targeted based on, e.g., win probability or inventory, to increase cross-selling success. Product information can be easily shared with the Sales team to facilitate prospect discussions. Dashboards monitor leads and sales channel performance.

This module enables very fast and easy integration with campaign management tools. Etiya Campaign Management tool designs, executes, manages and measures seamless campaigns. 

Etiya Campaign Management is created to help marketers design, execute, manage, and measure marketing campaigns and customer-driven communication across all marketing channels. By Campaign Management it is possible to deliver the right offer to the right audience through the right channel at the determined time.

Etiya Complaint Management module enables you to rapidly answer customer inquiries and resolve their complaints, payment disputes, and service questions. The powerful open source, BPMN (Business Process Model and Notation)-based workflow engine orchestrates and tracks the overall complaint process, including complaint confirmation, escalation, notification, and alerts and trouble ticket generation. Business processes are easy to define, configure, execute, manage, and optimize with user-friendly process and form designers.

Etiya Loyalty Management provides an infrastructure that allows you to create customer engagement programs in line with your marketing strategies. With this tool, by rewarding the loyalty of customers, companies increase their customers’ brand engagement, and this brings competitive advantage.

 Loyalty Management tool provides the companies a sustainable program through matching products and services, that are predefined as rewards for certain customer segments, profiles and conditions. With its smart scoring ability, the customers start to earn from the first moment they start collecting the rewards, in accordance with the rules determined within the scope of your engagement program.

The flexible awards system also allows you to give recurring awards, one-time awards based on certain conditions or awards based on different customer status.

Benefits

  • Dynamic customer support and sales workflows, enriched with predictions and recommendations based on customer’s past and current interests and interactions
  • Consistent customer experience on any channel, any device, at any time
  • Customer experience management, based on buying behavior and interests
  • Easy to manage large business customers, their accounts, and their account relations
  • Improved customer conversion ratios via predictive and prescriptive analytics
  • Near real-time decision support for sales performance and operational efficiencies, via sales KPI dashboards
  • Quick and effective actions and effective communication tools for customer loyalty
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