A Tool To Support Your Engagement Strategy
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The ability of business and government to engage with their prospects, clients and constituents is a topic of conversation that many organisations are having.The challenge is how to engage and to understand to what degree that engagement is taking place. For the past 15 years selected organisations have struggled to obtain the value they saw as possible through their CRM implementation. There are many organisations who have achieved this, some of them our clients.In an August 2011 article from Gartner, Michael Maoz argues that many companies failed with CRM and now they face the much bigger challenge of “Social CRM“. Essentially Social CRM is a CRM at the core augmented by the various social media communication channels, some of which are shown here on the left. |
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It’s Not As Hard As Gartner Portray
Built on the solid foundation of Oracle FUSION CRM or salesforce.com CRMNow has developed a tool to support the engagement strategies of government and business. Engage is a tool helping you not only reach out to your community, it also helps build a profile of those who choose to communicate with you. You’re not bound to only email, but can engage via Social Media and video, or “vCast” as we call it.
The integration of these key communication channels into Oracle FUSION CRM or salesforce.com provides an unprecedented level of profiling typically spread across various systems and databases within your organisation. Some managed by customer service, some by IT and some by sales and marketing or community liaison managers.
Engage – A MultiChannel Communication Tool
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Oracle Fusion CRMOracle FUSION CRM is a robust, enterprise level CRM solution for government, business and other organisations. A true SaaS offering hosted in Australian and US data centres, Fusion also provides excellent mobility options for end users. |
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Salesforce CRMSalesforce, from salesforce.com is a cloud based CRM solution for government, business and other organisations. As a SaaS offering is provides a rich social component and excellent mobility options for end users. |
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vCastvCast is a state of the art video broadcast tool delivering the highest quality video via the internet. vCast enables you to capture the details of your broadcast and track individual viewing of constituents, prospects and clients. |
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SMSSMS is not a new tool, but the challenge has been that its use sits in isolation to your CRM. CRMNow have integrated this into Engage, ensuring all SMS communications are captured against the individual and can be seen within the CRM. |
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Email sent from within Engage is stored against each contact, providing an unprecedented single view of your contacts and their interaction with your organisation. |
FAQ
What Is SaaS? |
SaaS (Software as a Service) is a hosted model, one where you have no need for servers or applications hosted on premise. Your IT department is freed up to manage your existing systems without the added burden of another application. SaaS products are typically much faster to install and provide a much lower overall cost to your organisation than on premise software solutions. Flexibility is also another key hallmark of a SaaS offering. |
Why A Single View? |
The challenge many organisations face is the myriad of legacy systems. Contact data can be spread across various systems or databases making any quality interaction with your constituents, clients or prospects a challenge. The pain is most often felt by customer service when trying to get the “full picture” when a customer calls in with a query. Marketing and Community Liaison Managers find it a challenge to segment and group people based on their interactions with your organisation. A single view, in a single database helps to resolve these challenges. It also brings a level of insight generally not available except through downloading data and mixing and matching with excel. |
What About Social Media? |
Social Media is often viewed in isolation to traditional communication channels. Engage brings social media interaction into the CRM providing a single view of your interactions with people. In addition, the ability to track Key Opinion Leaders (KOL) and segment against their interactions is a much desired capability for many companies. This is Social CRM. |
Ok, What Does This Cost? |
This is possibly the most refreshing piece of the puzzle. Engage typically requires minimal set-up. The toughest step is the uploading of your current data from your various databases into your chosen CRM. Our team of consultants will walk you through this. For specific pricing for your organisation, Contact Us today via our web form. |
How Soon Can My Organisation Be Live? |
It can really happen within 72 hours, but this depends greatly on your current level of data and how much of that data you want accessible through the CRM. Do you require integration with existing databases? i.e. live or batch feeds of data needs to be reviewed. We will walk you through the options and determine the best solution for your organisation. |
What About vCast? |
vCast is a fully integrated webinar and broadcasting solution for your organisation. A simple Webcam is required and you’re off and running, even the one in your laptop will do. Of course you may want to get a little more savvy around your webinars, but with vCast you have an enterprise level service to ensure your organisation looks professional in your vCast interactions. |
Let’s Talk Today
To learn more about how Engage can help your organisation, please contact the team at CRMNow today. You can either call us or complete an online enquiry form.
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