“Though business people like to think of themselves as realists, the fact is that wishful thinking, denial, and other forms of avoiding reality are deeply embedded in most corporate cultures. But what’s been tolerated in the past can’t be tolerated in this environment. The price for failing to confront reality is simply too high.”

Customer/Client Relationship Management (CRM)

There is a direct relationship between a company’s ability to successfully acquire, retain, and grow high-value customers, and the company’s profitability.  Increasing competition and customer expectations have intensified the need to more efficiently and effectively manage their customer relationships through the use of technology and automation tools. 

DHSoft’s CRM solution provides companies with an optimal mix of technology and actionable data insight strategies to take their CRM operations to new levels of competitive differentiation, operating performance, and profitability.  First, we help our clients optimize their CRM capabilities by “tuning” existing CRM operations with a comprehensive set of sales, marketing, and customer service automation tools.

Our CRM solution can then leverage advanced analytics to further optimize the customer experience and improve profitability by enabling:

• Higher value customer acquisition
• Improved Cross-Sell and Up-Sell performance
• Improved customer retention
• More effective and efficient customer on-boarding

Our solution emphasizes a 360° view of the customer, by ensuring that customer information is optimally captured and utilized at every customer interaction and touch point.  Through the use of integrated data management, business intelligence, and advanced analytics strategies, we enable companies to manage each customer relationship more effectively and profitably.

Our CRM solution framework contains a number of components to optimize our clients’ “return on customer”, including:

CRM Automation Tools and Capabilities

Marketing Automation tools to manage the entire marketing lifecycle and integrate the handoff to Sales Automation as a lead becomes a customer.  Our marketing automation capabilities include:

• Campaign Management
• Marketing Resources Management
• Product/Pricing Catalog and Management
• Lead Generation and Management
• Digital Asset Management
• Marketing Reporting & Measurement

Sales Automation tools that manage the entire sales cycle, integrating marketing automation and customer care solutions.  Sales automation provides the following capabilities:

• Lead Distribution
• Contact Management
• Pipeline/Funnel Management
• Sales Territory Management
• Sales Reporting
• Commissioning

Care & Service Automation to manage the entire customer lifecycle and integrate with sales automation and other business/operational systems such as customer billing.  Care & Service provides the following capabilities:

• Customer Care
• Call Center Management
• Trouble Ticketing
• Case Management
• Routing and Workflow Management
• Care Reporting

Enabling Technologies

IVR (Integrated Voice Response) Integration – The customer care solution has an automated interface to the IVR application, so that offers targeted for the IVR can be presented to a customer and accepted via the telephone.

Dialer Integration – Computer Telephony Integration (CTI) to enable the Customer Care solution to integrate with an automated switch to manage and handle both inbound and outbound calls efficiently.

Advanced Analytics

Advanced analytic programs, developed in organizations such as Marketing, require that CRM technologies are in place to accommodate more frequent and varied campaign activity.  DHSoft will work to ensure that the necessary resources, business processes, and CRM technologies are integrated with advanced analytics programs seamlessly, resulting in more effectively targeted customer interactions. For more information on our Advanced Analytics programs, click here.