Customer Relationship Management

Introduction
Focus CRM is a storehouse of valuable information
about a business and its customers, which contributes
in enriching the organization's customer relations and
empowering its CRM functions. This storehouse
streamlines and coordinates with various departments
like sales, marketing and customer service, helping the
organization to be in control of its business.
Technology Scope
 Platform: Java 1.6
 Front End: Java, HTML
 Back End: SQL/Oracle Servers all versions
 Web Server: Apache Tomcat 6.0
 Browser: IE 9/Chrome / Mozilla Firefox /Safari
Applications
Telemarketing
Marketing
Sales
Service Desk
Modules
 Campaigns  SLAs
 Tele leads  Templates
 Leads  Contracts
 Opportunities  Request(Case)
 Accounts  Categories
 Contacts  Sub Category
 Calendar  Issue
 Tracker  Customer Asset
 Products
 Dashboards
 Requests
 Customer assets
 Reports
 Forecast
Security Features
Database Authentication
Windows Authentication
Role based security
User defined password policies
Location level security
Domain user login
Audit trail
Configurable Manager approval system
User verification system to track the daily operations
Marketing Module Features
 Marketing Management
 Marketing Management
 Campaign Management
 Market Segmentation
 Landing Page Integration
 Tele Marketing
 Campaign Management:
 Plan campaigns
 Create campaigns
 Track responses
 Budget campaigns
 ROI Analytics
Tele caller’s Screen
Sales Module Features
Sales Management
 Sales Analytics
 Role Permissions
 Sales Team Hierarchy
 Individualized Dashboards
 Territory Management
 Mobile Access
Leads Home page view
Marketing and Sales Features
 Lead Management
 Lead Tracking
 Lead Capture (email, website)
 Lead Distribution
 Lead Analytics
 Opportunity Management
 Opportunity Management
 Opportunity Tracking
 Quote Management(approval by managers, escalation to
multiple levels)
Opportunity Detailed View
Features
 Email Marketing
 Email Templates
 Individual Emails
 Mass Emails
 Emails Attached to Contact
 Integration
• Outlook Integration
• Google Maps Integration
• ERP integration(Focus and others)
• External Application integration
• Web to Lead/Request Integration
• Social media integration
Google map integration
Reverse Google map integration
The address from the map can be populated into the address
fields of Account/Contacts
Map View of Contacts
Outlook Integration
 Contacts, appointments and events can be synced
Syncing Contacts
Syncing Contacts
Social media Integration
 Contacts can be synced from Facebook, twitter, LinkedIn
etc.
Facebook Contacts in Focus CRM
Service Desk Features
SLA Management
 SLA based Escalations
 Location based SLAs
 Support Templates
 SLA and Priority Matrix

Contracts
 Preventive Maintenance Contracts
 Annual Maintenance Contracts
 Services
Requests List View
Service Desk Features
 Work logs
 Technician Queues
 Customer Feedback Calls
 Categorization of Calls
 Spare parts management
 Scheduled Assignments
 Customized Notifications
 Billing
 Customizable Reports
 Workflow Work Log
 Service Scheduling
 Customer Database
PMC
 Incident request: Where the customer requests calls with a problem he is facing.

 PMC visit: Wherein the service provider provides what ever service agreed to provide as per the PMC
for the time frequency agreed as per the contract.

 The PMC requests are not shown in the list of requests until 2 days (configurable in company
preferences) before the date of the service, till that date it will not be shown in the list of requests.

 If there is an incident request 1-7 days before a scheduled PMC visit both the incident request and the
PMC Service request can be clubbed in to one request for cutting down the visit count to customer
and completing both incident request and service request in the same visit.

 Products and Services: Products and Services can be defined, which are selected during definition
of a contract. Products and services can be defined in such a way that a product has one or more
services associated with it or it can be a service can be associated with one or more products.
Call Allotment Screen
Rule Definition
Customization Features
 Customization

 Customized Reports

 Customize Fields, Modules and applications

 Dashboards Customization

 Homepage Configuration

 Page Layout can be customized

 Search layouts can be customized

 Rule Definitions

 Multiple currencies can be defined

 Supports Multi-Language

 Cascading Pick lists

 External Module
Page Layout Customization
Cascading Picklist Customization
Report Features
 Reports and Dash Boards
 User Summary Reports
 Custom Reports
 Key Performance Indicators
 Sales Forecasting
 Pipeline Reports
 User Activity Reports
 Standard Reports
 Management Reports
 Analytics Snapshots
 Campaign ROI Reports
 SLA reports
 Request Reports
 Query based reports
 ERP reports view in Focus CRM
ERP reports in Focus CRM
Sub Ledger
Report Customization
Dashboard
CASE 1
 Company Name: JSW Sever field Structures Ltd
 Location: Mumbai, India
 Business: Construction
 Website: www.jssl.in
Challenges
 Fitting the requirement into the CRM process flow without compromising even a single requirement

 High level of front end Customization

 Multiple Levels of Authorization with different specifications

 Each level or quotation had to go through different domains for approval process, which needed

different page layout for each department

 About 25 masters of data had to be called in a single transaction screen without affecting the loading

speed

 Document Version Control

 External module had to be called for the stage change and assigning RFQ to Designer/Estimator
Customized RFQ Screen
Solution
 Provided a comprehensive solution to the requirement of a construction

company of defining RFQs. Approval process, document and data addition at

every level by different departments

 Delivered all the desired requirements with supreme quality including all
validations within the stipulated time frame

 Provide additional modules like Market Structure, Architect, List of

Documents, Design Type etc.

 Document management
Query based report Definition
Provided Query based report( Aging report) which was specific to JSSL
Case2
 Company Name: Irshad Pest Control

 Location: Abu Dhabi, UAE

 Business: Pest Control Services

 Website: www.irshadpestcontrolest.ae
Challenges
 Fitting the requirement into the CRM process flow without compromising

even a single requirement

 High level of front end Customization

 Unlimited number of Custom Modules/Masters

 Capturing huge amount of data in Requests and Work logs

 Document Management

 PDA Integration
Solution
 Provided a comprehensive solution to the requirement of a Pest Control company with
our customizable CRM Solution

 Provide Call booking with options of Pests selection and work-log with details like
inspected areas, chemical used and baits for insects and rodents.

 Provide additional modules like bait station, bait station Inspection, chemicals used etc.

 Document management

 Delivered all the desired requirements with supreme quality including all validations
within the stipulated time frame

 Provided PDA integration for Bait station Inspection

Customized Request Screen
Customized Work log for Irshad
Future Scope
 Features

 Forecasting

 Change-problem Management

 Balanced Score Board

 Customer login Portal

 Advanced Analytics

 Mobile Applications
Future Scope
New Verticals
 Project Management
 Channel/Partnership Management
USPs
 Call Scripting in Tele-Marketing

 Assignment Rules(Allocation of Leads and calls)

 Customization at every level(field, form, Module, Reports, dashboards)

 User defined Sales Life Cycle stages

 CRM Alerts

 User Friendliness

 SLA Management(SLA based Escalations, Location based SLAs,

Priority Matrix) in Service Module
 Google Maps and Social Media Integration
Thank You