Over recent years Customer Relationship Management or CRM has been used to describe anything from basic stand-alone contact-management upwards. WinMan CRM has been designed from the outset, as an entirely integral part of our system and completes the life-cycle of business generation and retention from a cold call or a marketing email through to ongoing customer support.
WinMan CRM touches on all parts of the WinMan system, from service management & project management through the sales pipeline & marketing campaign management.

Marketing
Relationships with potential customers begin at the marketing stage. Marketing campaign management allows for creation of individual marketing projects and gives the crucial ability to monitor the success of each campaign throughout. Costs can be measured against success and therefore business-critical decisions can be made when deciding on the allocation of marketing budget. Building a strong marketing database is important and the ability to pull information out of it is equally crucial. Data specific to your clients/prospects can be stored and queried within the powerful SQL server database. All types of campaigns can be easily set up and monitored within the system.

Telemarketing
WinMan functionality will allow you to:

• Slice and dice data within the system to generate call lists specific to your target audience
• Link with telephone systems for on-screen dialling and screen-pop for inbound call records.
• Easily record all marketing collateral sent and communications with prospects
• Simply use alarms to remind you of specific outstanding actions to be made
• Compile call-lists generated on any criteria i.e. date last spoken to plus 6 months or against specific multiple criteria such as number of staff, postcode and industry. The more specific the data you collect is to your industry, the more targeted the lists/mailers can be.
• Use alerts to automatically remind sales people to follow up marketing leads if no action is taken within pre-defined timescales; these can take the form of an email sent to the sales rep and copied to the sales manager - the ability to customise all of these features is crucial. Sales milestones and values allow the user to raise the level of a lead on completion of pre-defined criteria. This gives powerful visibility of the sales-pipeline and follows through from marketing to sales and beyond into project management and on into customer care, retention and sales.

Email & Direct Mail Campaigns
The highly effective SQL Server database makes it easy to manipulate data within WinMan CRM to target specific groups of prospects and build direct mail and email lists for marketing campaigns. All marketing collateral sent is recorded against the prospect as well as against the campaign. Enquiries are all marked for their source and registered against specific campaigns. Using XML, this can all be done electronically without the need for manual input, i.e. a response to an e-shot can be brought automatically into the system and a call set for a sales rep to follow up or information to be sent.

Shows, PR, Internet
Effective monitoring of sources of enquiries gives powerful information to the user on what is and what is not working effectively. Marketing budgets can then be set, spending only in areas that have achieved the best results in the past. All costs can be held against each campaign and reports can give information such as cost per lead.

Sales Force Automation (SFA)
Sales force automation gives the ability to manage sales resources and processes more effectively. Sales reps can access the system in real time from anywhere to process orders, access technical information or get any other information contained within the WinMan ERP system. Office-based or remote users alike can have instant access to information such as previous conversations with prospects and sales history. With existing customers, reps can see full contact history including any outstanding support issues which could affect the selling process. Managers can have full visibility of the sales pipeline and of performance of sales reps and telemarketers, as well as of all other marketing campaigns. Linking with a TAPI-compliant telephone system will allow automated dialling from within the system and screen popping of inbound calls with customer/supplier details. Analysis of calls made against results achieved can be provided. One major advantage here is highlighting areas of strength and weakness in staff.

For example:

Rep 1 makes 40 calls, speaks to 20 decision-makers but only makes 1 appointment.
Rep 2 makes 40 calls, only speaks to 10 decision-makers but makes 5 appointments.

From this analysis you can see that rep 1 can help rep 2 with tips on getting to speak to a decision-maker and rep 2 can help rep 1 with appointment making.

Project Management
CRM centralises all information regarding the project. All documentation is stored in accessible format so all parties involved within the organisation can view and access. Milestones can also apply to projects and are configurable to your business processes.

Customer Relationships
When a prospect becomes a customer it is important that the sales process does not finish. Customer account managers can utilise the SFA facilities within the system; also, support and service, project managers and all other customer-facing staff have access to CRM. As well as full access to ERP information such as original BoMs, test certificates and so on, valuable information like support issues, sales history, product information, scheduled & non-scheduled calls can all be held against a customer. The digital dashboard-reporting facility can display pre-defined information on such metrics as delivery performance, outstanding quotations, return materials or any other measurable required giving instant access to customer-specific information on entering the customer record.