Customer relationship management (CRM) is vital part of every business and had grown during the years with multiple features in the CRM applications to help and improve these relations.
FlexRelations is part of FlexOffice application suite, where is managed the process of maintaining the initially collected contacts through marketing campaigns to reach first real relation with potential customers and successfully convert to active customer.
From proto contacts to active customer
Reaching more potential customers usually starts by collecting company e-mails. We call these prototype contacts. FlexRelation supports import of multiple proto contacts from Excel files.
Marketing campaigns via e-mails are step to reach out these proto contacts. The product supports opt-out feature if some of the contacts don’t want to receive more marketing e-mails.
When first contacts get in touch, they will be converted to prospects as this is the first relation event with these potential customers.
Relation events are the history of all relations with the prospect or customer – e-mails communication, phone calls, messenger chats and calls, metings, etc. Keeping track of all events for customers is important for improving the relationship and provide better products or services.
After the relationship with customers is established, there could be organized more campaigns: marketing of new products and services; discount and sales campaigns; advisories, security bulletings, informational campaigns and others.
Customer relations include requests for new products, change requests for existing products and services, tasks analysis and estimation prior to ordering feature or product. In FlexOffice suite there are requests and tasks management modules to help managing.
Reaching customers can be done via different channels – e-mails, social media, blog posts, phone calls and others.
Campaigns are the usual approach to organize marketing messages, discount campaigns or just inform the customers about new products (or new versions of the products), spread important information.
Planning and organizing campaigns can be performed in FlexRelations by managing campaign start and end dates, status (active, completed or suspended) and short description of what campaign is about.
Having campaigns history, the information can be used to analyze if campaign is successful or not by the orders and new active customers when the campaign is finished.
FlexRelations manages customers by keeping general and minimalistic information and allowing tracking of customer status (prospect, active, past customer) and rate the customer according relation experience.
For each customer can be quickly accessed other modules – relation events and tasks (as currently linked modules in the application).
Tracking relations with customers is based on the relation events that are all type of communications with the customer – requests, orders, problems reporting and RMA and others. With FlexRelations these events can be managed by setting event date and time, choosing communication channel (meeting, phone call, e-mail, messenger chat or call) and writng short description of what event is about.
The history of events will help improving relationship with customer and avoid forgetting important information. Also history will allow to take decision and apply better or lower rating for the customer according past experience.
- Manage proto contacts that are just company name and contact e-mail
- Convert proto contact to prospect and start keepin track of all relation events for this contact
- Create and manage relation events for all communication with customer
- Plan campaigns to reach potential or current customers with marketing, promotional or just informational message
- Link customer with other modules: relation events, tasks management and requests*
* Linking of requests and other modules is in progress
- 32 or 64-bit Windows 7 or newer
- .NET Framework 4.6.1 or newer
- Microsoft SQL Server 2008 or newer for multi-user environment
- Standalone use with local SQLite file database
- Per client machine
- Floating (network) licenses
- Flexible licensing according customer requirements