Sales – leads Management, proposals, up/cross
sales, Telemeeting, success measurement
Marketing
– building an uninterrupted personal relationship with the
customer by means of correspondence, exhibitions, conferences
etc.
Customer Care – building an uninterrupted
personal relationship with the customer by means of correspondence,
exhibitions, conferences etc.
Mail delivery / Data subscription – A powerful mail delivery system that allows the customer to subscribe for reports and statements regarding his account at the organization. These items can be sent to the customer digitally via email, fax or SMS or hard copy mail. the system is aimed to save a lot of operating cost by reducing hard copies that are by far much more expensive/ this module has a very short period of ROI
CEMax Incentive - CEMax Incentive allows you to build, examine and simulate new incentive plans and to introduce them to your sales force. CEMax Incentive learns every agreement and gathers data about sales performances for each sales person, internal or external. The system enables sales persons, by using user name and password to acquire information concerning his or hers achievements against goals and thus drive them for a greater effort to meet their goals. The system calculate the periodically revenue, according to the specific agreement, that each sales person is entitled to and send it to accounting for payment.
BI (Business Intelligence) - A comprehensive analytical reports engine- providing managers with a complete analyzed view of all the details and processes stored by the CEMax system. The system can execute over 150 different management and operation reports such as: response times to complaints, nature of complaint, conclusions and findings, compensation costs, employee efficiency indicators and many more. The reports can be exported into Excel files and can be presented as statistical data, graphs and diagrams. Such reports allow the enterprise to study and evaluate its performance in order to improve operations in the future.
Surveys - here lies a key strength of the CEM solution. The Surveys engine supports continuous, real time measurement of the customer experience by providing the organization with tools that simplify the preparation of customer satisfaction surveys and other feedback surveys, including the preparation of questions, possible answers and scores. The system can distribute the survey through all communication channels (letter, fax, email, SMS, voice mail etc.) and provides full visibility to customer care managers. The ability to survey customers and process their feedback effectively makes Product and Service Management more aware of customers' needs and enables them to become more responsive to their requirements. This makes it easier to deliver products and services with maximum impact.
Knowledge management center - customer care representatives are empowered with tools, techniques, and practices to make every interaction they handle perfect. This includes access to a wide range of information resources, including product catalogues and manuals (including product images), documents, customer records, predetermined answers to possible customer's questions and more. Powerful search engine including morphology makes it easy to retrieve the needed information quick and comprehensive.
Dynamic Workflow engine - an automatic “Event Driven” decision support tool allowing managers to set predetermined and/or conditioned business rules and procedures for handling and responding to customer feedback and complaints, in accordance with the organizations' culture and nature of complaint. By using the Work Flow engine, management gets closer to the customers, gains a better understanding of their needs and thus can better manage the business and make more calculated decisions. The Workflow engine is also capable of performing cross organization escalation alerts- alerting managers of any unmet deadlines in dealing with customers. The timeliness and organization of the company's response to its customers improves quality of service and the confidence customers have in the company, thereby assisting in raising retention levels and increasing customer loyalty. CEMax is unique in providing a self performed Workflow builder that is utilized by the organization’s power users instead of hard coded, predefined business rules.
The Workflow engine enables the power users in the organization to define by themselves and with no code writing, processes that will support the business processes of the organization.
Each process is combined of the following elements:
* General time frame – for the whole process
* Tasks
plus time frame for each task
* Referents for each task
* Correspondence
* Special authorizations
* Escalations
* Conditioned Work flow which allows different flow to stem
from the original flow as a response to “IF”
Correspondence engine - your company's responsiveness to customer feedback is another critical expression of your company's brand. Responding to customers asserts the company's brand name and builds confidence among its customers. The Correspondence engine enables the CEMax system to automatically respond to customers in accordance with the predefined Workflow procedures. The system automatically composes and configures response letters to customers, in a personalized manner, by drawing details from the customer's records.
Interface to other information systems - the CEMax system contains a strong EAI and ETL module that makes the integration with the organizations' CRM and ERP systems or to other Legacy systems quite easy and thus enabling BPM (Business process Management) and CPM (Customer Process Management). BPM and CPM are cross organization processes that, when required, can recruit resources from all across the organization to support the customer
Electronic archive - stores all customers' records and correspondences, as well as the customer care processes and outcomes
