The foundation component of TrackerRMS offers an all-in-one CRM solution that can be applied to any type of business that require a mechanism for tracking customer activity and information. Your clients, contacts and candidates should be able to interact quickly and effectively with your business and your staff should have a tool that both facilitates and records this interaction.
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The all in one
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solution.
Aspects of CRM offered by TrackerRMS include:
Front Office CRM
Front Office can be roundly described and activity that directly involves the customer such as meet -ings, emails, faxes, telephone conversations, event attendance, text messages and so on.
TrackerRMS allows you to record of all of these types of activities so that your interaction can be easily logged and reviewed.
The relationships managed within TrackerRMS also means that activities relating to Accounts,
Op-portunities, Leads and so on can also be separated providing further insight into specific activity
across the business or at various stages of development.
Back Office CRM
Back office and Front Office aspects are closely related to one another but typically do not directly
involve the customer.
For example, marketing is considered a back office function where strategies, positioning and selec -tion are key to its success. Although the customer may see the results of marketing (for example a campaign e-shot), the actual functions and tools that marketing teams use are largely hidden from the customer. TrackerRMS provides a comprehensive set of marketing tools such as an email, let-ter and Text/SMS campaign tool, standardised templates, contact importing, event activities and
custom fields to allow endless categorisation. Campaigns can also be targeted at both Contacts and
Resources/Candidates.
Other back office functions include billing as both invoices and payments can be generated and re -corded, either for products and services managed with TrackerRMS or from timesheet information logged through the Project and Recruitment features.
Relationship Management
Overall, CRM is about managing relationships regardless of whether the activity is front office or back office. Relationships start through association, partnerships and even anonymously through
such tools as campaigning or registration. For a business to drive the most value and experience from these relationships, the CRM tool needs to harness the relationship from conception, through
development, interaction, information, analysis and eventually on to a satisfied customer.
What this means for our clients is that they can be confident that they are managing and developing
all relationships they may encounter in one single solution with the tools to acquire new relationships and maximise on existing relationships quickly and easily.
Insight & Reporting
CRM as a Front and Back Office application is great but only through the insight it provides can the real value be seen. The core benefit of TrackerRMS is that by combining CRM, and optionally Recruitment, Project, and Support processes within a single tool, the availability and speed of truly integrated information is a simple task to achieve.
TrackerRMS has a vast array of standard reports which is ever growing as our customers seek more and more actionable insight into their clients and businesses. This can be used effectively in planning marketing campaigns, strategies and propositions and just as importantly, evaluating the
success and position of your business in the market, be it your client base, profitability, visibility and
so on.
Sales
Sales Force Automation and solid Opportunity Management is essential when effectively selling products or services within a sales lifecycle involving lead generation, sales calls, webinars, appoint-ments, quotes and proposals etc. TrackerRMS allows you to see how these leads and opportunities are progressing at any time in the lifecycle, either by person, by department, by territory or even by work type.
The sales functionality within TrackerRMS underpins our core Customer Relationship Management module giving the sales team a solid set of tools to manage from Leads through to successful Op-portunities.
Through workflow and automation of common aspects of Opportunity Management, your sales
teams can focus more on the clients and closing and leave the rest to TrackerRMS.
Diary Management
Keeping on top of your Activities is essential for any sales organisation, as is the ability to keep a history of your existing meetings, calls, emails and more.
This valuable insight provides an instant recallable audit of who’s who in your client base and what happe
Lead & Opportunity Management
The Leads function hooks directly into your website through your “Contact Us” page or other cus-tomised page used to attract your clients. This allows your team to react instantly to prospects and
use the same tools to move this contact through to sales, support or accounts quickly and efficiently
as appropriate.
Qualification of Leads and Opportunities is also paramount to knowing what is valuable and where
to focus sales efforts and the customisable scoring system provides a solid framework for assessing them alongside each other effortlessly as well as providing a useful tool for knowing where Oppor-tunities are strong or weak.
Tracking the key Opportunities through your sales process offers a host of automation around prob-ability scoring, factored values, revenue forecasting and products and services, all without
Account & Contact Management
The Account & Contact Management function establishes a solid Customer Relationship Manage-ment (CRM) service that allows you to manage your day-to-day contacts and activities through a range of features such as Task, Appointment, Letter, Telephone, Email, TextSMS, Fax, Teleconfer-ence and Event tracking. Relationships between your accounts, contacts, candidates and the op-portunities that bring them together are simple to manage, view and analyse and comprehensive template and campaign tools for mail merge on email, letter or TextSMS ensures a standardised format on all communication.
Reporting & Analytics
The power of TrackerRMS is in the fact that every conceivable piece of information about your busi-ness is held within a single application, including more importantly, how this information relates to each other.
All CRM systems meet the basic need of being a static productivity tool and most offer
efficiency-driven departmental CRM but the best offer process-efficiency-driven operation and analytics with the ability to establish a true role-based, customer-centric and insight driven solution. This power resides both in the ethic of the design and the business intelligence it can provide its users.
TrackerRMS offers a comprehensive range of role-based reports and scorecards with a powerful query-based reporting function with boundaryless reporting capability.
Integration
As most software and systems integrators will inherently know, bringing multiple systems together can be a challenge and even when done, the true value is not always realised because the applica-tions work to different methods and processes.
The advantage of TrackerRMS is therefore simple, an all-in-one solution that you can extend to meet your needs without the necessity for integration. In fact whole areas of the application can be allocated and deallocated to users in 3 clicks of the mouse.
The designers of TrackerRMS have a solid background in both software and systems integration and have created elements of the suite that bring all of these processes together.
Multi Territory
One of the fundamental advantages of TrackerRMS is its ability to support a single organisation across multi territories, be those sales area, regions, countries or business interests.
This level of segmentation provides a single application with the ability to segregate at any level driv-ing greater return on your investment whilst keepdriv-ing your data integrated at the management tier. Full support is also provided across international boundaries with facilities to track multiple curren-cies and exchange rates with real-time conversion across the suite for reporting at a local or global level.
Security
Of fundamental importance to all SaaS companies is the security and integrity of the data held and the access controls across your organisation.
TrackerRMS provides a feature rich set of security tools providing you with high levels of control at the user level which can be implemented instantly.
Everything from remote access outside of your office, down to the records and reports that can be
viewed, you can ensure that the right people gain access to the right information.
Content Management
Alongside the day-to-day tracking of Account activity and your sales processes, there is also a set of highly productive tools to let you manage the wealth of content that supports your business.
The Proposal Builder brings templated modules of proposal content, standard RFI answers, pricing section, appendices and more into single documents effortlessly.
The Document Library provides an online repository of searchable content and documents that can be categories and version controlled to ensure your teams have instant access to the latest informa-tion.
Workflow
To drive automation into the sales cycle, TrackerRMS has a subtle yet powerful workflow engine
that takes the pain out of the sales process by making decisions, sending alerts, setting statuses, creating project records, updating reports and more without intervention from the user.
Another key element to this workflow is through the template feature. Many decisions and changes
are triggered from the sending of templates, for example the sending of sales sheets, proposals,
meeting confirmations etc. Template driven workflow provides the option the change these statuses
automatically as well as setup follow up activities to the relevant people or departments.
Finance
Good CRM applications make the complexity of managing your contacts as simple as possible. One of the more complete elements is the management, tracking and collation of all payments and invoicing around the products, services or time booked against any given contract or project, both at contract signature and ongoing as services are delivered.
TrackerRMS comes with a simple to use set of features to allow easy creation of both payments and invoices constructed of all of the complex elements of an order or ongoing service.
Campaign Management
TrackerRMS brings you a browser-based campaign tool that automates and manages multi-chan-nel campaigns including email, fax, direct mail, web and telemarketing. Campaign Management provides tracking of campaign to both contacts and candidates by email, letter or text with full per-sonalisation features.
