Deliver a Positive Experience for Your Customers
Manufacturing leaders know that winning and retaining a customer takes more than delivering a solid service or product. The customer's experience with your organization is just as important. From the first phone call to collection, customer service defines your customers' experience and can often be the deciding factor between winning or losing future sales for your company.
Capturing, Managing and Tracking Customer and Supplier Interactions
DELMIAWorks (formerly IQMS) CRM software provides the tools to help maintain positive customer and supplier relationships. DELMIAWorks CRM captures, manages and tracks the details of every customer, partner and vendor interaction in a single system — from the initial marketing campaign and sales contacts to customer and technical support calls. Because our CRM is part of the complete DELMIAWorks manufacturing ERP software solution, all areas are interconnected, eliminating duplicate data entry and the time wasted switching between various unrelated and standalone packages.
DELMIAWorks' CRM Software Features Include:
DELMIAWorks CRM Software allows you to place the main focus where it belongs — on the customer. The result is happier and more loyal customers, suppliers and business partners.
- Customer, supplier and partner support management. Manage all your business support interactions in a single system. All notes, calls, meetings and tasks are easily accessible and reviewable. Our drag-and-drop e-mail correspondence feature makes archiving communications easy.
- Suitability for PDA, tablet and smartphone use. Travelling employees can now instantly access customer information, open activities, contact lists, price quotes, inventory and workflow information in real time while on the move.
- Full visibility of ALL customer interactions. A single, centralized information database not only eliminates the need to enter duplicate information, but also encourages information sharing across all departments. A seamless information workflow enables all your customer-facing departments to work together more efficiently to meet your customers' needs.
- Link supporting details directly to customer or supplier calls. Connect and drill down into other DELMIAWorks software modules such as Bill of Materials, manufacturing inventory items, order management, shipping management, invoices, POs, BOLs, RMAs, Corrective Action Request (CAR) activities, PLM and more.
- Complete sales, support, purchasing and shipping history. By accessing the ERP database, our CRM module gives you everything from the beginning of the sales cycle — including quotes, notes and meeting activity — through production, shipping and the returns process.
- Customer/Supplier service tracking and response log. A knowledge base repository provides links to previous support issues and resolutions, warranty and service tracking, company procedures or standard protocols to encourage consistent and fast review.
- Complete sales, support, purchasing and shipping history. By accessing the ERP database, our CRM module gives you everything from the beginning of the sales cycle — including quotes, notes and meeting activity — through production, shipping and the returns process.
- Customer/Supplier service tracking and response log. A knowledge base repository provides links to previous support issues and resolutions, warranty and service tracking, company procedures or standard protocols to encourage consistent and fast review.
- Integrated activity calendar and alert system. Schedule and track appointments, demos, follow-up support, sales calls and more.
- Track sales opportunities and marketing campaigns. Track the success of promotional campaigns and sales opportunities to better identify activity and new revenue streams. Manage mass mailings, quotes, projects and all activities linked to each instance.
- Complete "help desk" and call center functionality. Track customer, supplier or partner issues in detail. Multiple incidents, attached documents, inventory and quality links, and user-defined category information are easily available from a single record for easier resolution.
- Centralized storage. Review all customer, vendor or partner activity from a single screen to gain instant familiarity with history, user-defined alerts, distribution lists and more, ensuring that all employees have access to information.
- E-mails and Alerts. Options for sending messages and business activity alerts and notifications via e-mail.
