CRM

Product Feature Summary

Why CRM?
Historical view and analysis of all the acquired or to be acquired customers.
360 view of Customer Data
Ease of Tracking leads and Existing Customer information
Customer Acquisition management - Lead To Cash/Bill
Automation of Orders and Activities to Resolve customer problems.
Customer Analytics and KPI measurement to track organization efficiency towards enhancing
Customer Relationship
Mechanism to Keep Workforce updated with every aspect of Customer (Customer Orders,
Service Requests, Invoice, Product Installation etc)

CRM Proposition - Key Modules

Customer Information Management
Lead & Prospect Management
Customer Support & Service Management
Customer Interaction Management
Customer Contract & Agreements Management
Customer Order Management
Customer Asset & 360 degree Information
MIS & Customer Analytics

CRM Enterprise Architecture

Application
Accessed via
Browser

Remote Cloud Server

Core
Application

Application
Accessed via
Browser

Application
Accessed via
Browser

Web
Server

Content
Manager

Core
DB

CRM Core Application

UI Style Sheets
Forms

UI Presentation Layer

Data
Binders

Authentication &
Authorization
App
Integration
Layer

Process Automation &

Workflow Layer

Application Layer

Data Models
Data Access Layer
ORM

Business Rule &

Application Logic

App
Integration
Layer

Customer Order Business Process

Customer
Lead

Product Installation

Service Activation

Lead
Qualification

Lead
Conversion

Order Fulfillment

Order Completion

Customer Order &

Quote Generation

Customer Agreement
Finalization

Customer Billing &

Invoicing

Example Order Scenario

Service
Order
Customer Orders for a
PABX Equipment &
Voice Service

Customer
Order

Simple But Effective

Workflow based
processing

Ease of Defining
process
Equipment
Installation
Order

Ease of Defining KPI &

Business Metrics

Example Order Scenario: Order Processing & Decomposition

Service Order

Service
Order

Assign Task to
Service Manager

Intelligent
Decomposition

Activity to Raise
order with Service
Provider

Workflow based
Automation

Activity to register
customer for Billing

Configurable list of
Tasks and Owners
Assigned for Tasks

Example Order Scenario: Intelligent Work Task/Activity Allocation

Equipment
Installation Order

Installation
Order

Assign Activity to skilled

Engineer for PABX
Equipment ( Assignment
based on Skills)

Intelligent
Activity
Routing

Activity to Raise order with

Service Provider

Orchestration
of Events

Activity to register customer

for Billing

Maintain
Correlation of
Events

Example Order Scenario: Order Completion

Completion Of all Activity
Tasks

Installation
Order

Customer updated at every

step
Customer confirms Working
Condition of the Product

Customer Order

Intelligent
Activity
Routing

Orchestration
of Events

Customer Details registered

for Invoice & Subscription
Service Order
Creation of Customer
Service Agreement

Maintain
Correlation of
Events

Process Automation: Configuration against Customisation

Changes to business processes driven via more configuration and lesser customisations.
Client has the flexibility to configure and stitch together business processes as per need
Effective User Management through User Groups, Roles and Responsibilities.
Scalable Architecture to handle multitude of Business Processes.

Why Choose Technicious For your CRM?

We pride ourselves in delivering Value through our products & services
We understand CRM and its overall benefits to the Enterprise willing to implement it.
We have experience in delivering under pressure and reduced Time to Market Scenarios
We can deliver Cloud based solutions that are responsive and suited for dual purpose use( As Mobile Web Application and
Desktop web Application)
We promise delivery of Solution that is License Agnostic or Technology agnostic.
Our solution is all based on open source and non-license based widely popular and powerful Technical platforms such as
Python, Java, Php etc. This infact brings down the cost to a larger degree
We believe in owning End to End Management of the Solution including the Hosting part as we liaise with the cloud vendor on
your behalf and resolve any technical hosting problems which may arise
We Showcase value through data points. Infact we put in place KPI metrics that enables you track overall business efficiency

Our Recent Deliveries

Customised online Order Management and CRM based Tool
for a leading Interior design Startup

Full Suite ERP for a leading Camshaft Automotive Part

manufacturer in India

Full fledged Service Request Management suite Integrated

with SAP CRM and ERP