Customer Management

Optimization of customer relationship management.

Objective: Digitize and optimize customer relationship management.

Amount of aid: It will depend on the segment, that is, the number of employees that the company or business has (regardless of whether it is a commercial S.L., S.A. or a self-employed person).

Functionalities and services:

This solution includes a number of hours dedicated to parameterization for defining the specificities of marketing processes, as well as for data loading. These hours are determined for each of the company segments defined in Article 8.2 as follows:

– Segment I (10-less than 50 employees): 40 hours of parameterization.

– Segments II (3-less than 10 employees) and III (0-less than 3 employees): 30 hours of parameterization.

This process is essential for the subsequent implementation and deployment of the digitization solution, which will provide, at minimum, the functionalities and services detailed below:

– Customer management: The solution must store and allow querying of data for each customer from their creation as a business opportunity and the simulation of product purchase or service contracting.

– Lead management: The solution must allow the manual creation or file importation of new leads. The data associated with the leads must allow commercial management with the aim of converting them into customers. The solution will include the functionality of parameterization of business rules for lead assignment according to different criteria.

– Opportunity management: The solution must manage all business opportunities that involve sending offers and quotes to potential customers or leads. Additionally, the solution will consider the status of each opportunity (under analysis, offer submitted, in negotiation, won, canceled, etc.).

– Commercial actions or tasks: The solution must offer the possibility to create commercial actions and tasks both manually and automatically.

– Reporting, planning, and commercial monitoring: The solution must offer tracking solutions through indicators (KPIs), pipeline, and others, with different levels of information aggregation depending on the user profile. It must be able to generate reports for monitoring and monitoring of commercial activity, considering efficiency ratios, phase status, pipeline, and other measurable attributes (such as products, quotations, etc.), and according to channels, profiles, roles, and/or commercial phases. These reports may show, at least, monthly, cumulative, and/or comparative data between different commercial exercises.

– Alerts: The solution allows visualization of Customer Alerts in different types of graphical format (icons, pop-up messages, etc.).

– Document management: The solution must include software for centralized management of documentation, capable of inserting and/or linking documents related to commercial activity, as well as those provided by clients themselves.

– Responsive design: The solution interface must be responsive, meaning it must adapt to be functional on any type of device.

– Integration with various platforms: Availability of APIs or Web Services for the consolidation of information and data from the entire company.