Overview

Organizations today are operating in a highly competitive market place and need to be extremely effective and efficient when it comes to customer acquisition and retention. Strong customer engagement influences purchase decisions and customer satisfaction. Quality, duration, and consistency of customer interactions thereby assume huge significance for an organization.

A customer relationship management (CRM) solution helps automate and streamline all customer facing processes, breaks the silos between different functions and ensures a smooth flow of information within the organization. A CRM which supports a mobile workforce, integrates with legacy and non-legacy enterprise applications, adapts to evolving business processes, and helps remove rigid structures that hamper business agility, can help in increasing organizations' efficiency

Omni CRMManaging interactions throughout customer lifecycle

Challenges

Elongated sales closure cycles

and low opportunity conversion rate

Inability to close service calls at first point of

contact Inability to track

campaign ROI

Weak collaboration between marketing,

sales, and customer service

Lack of consistency in

customer experience

across channels

Solution Highlights

Campaign Management

Creation and approval of campaigns

Tracking of costs, budgets, and activities

Tracking of responses against individual campaigns to compute return on investment (RoI)

Sales Force Automation

Sales activity management to track and improve sales performance

Account management for end-to-end customer engagement

360-degree view to plan activities and offerings in line with customer profile and behavior

Mobility

Clutter-free mobile app accessible on both phone and tab

Both online and offline app access

Social Cell Enablement

Social listening capabilities to auto read and classify social posts

Gauging consumer sentiment from social posts

Improved communication on social channels

Service Management

Case management capabilities to help manage queries, complaints and service requests

Multi-channel integration, unified desktop, collaboration, and call scripting

Knowledge management capabilities for improved first call resolution

2

34

1

EmailGateway

SMSGateway CTI Social

Media PortalChat

Engine

External Integration Layer

Omni CRM Core Modules & Integrations

Analytics

SFA Service

Campaign Management

Legacy System

IntegrationMobility

About Newgen

Newgen Software is a vendor/provider of Business Process

Management (BPM), Enterprise Content Management (ECM),

Customer Communication Management (CCM), Document

Management System (DMS), Workflow and Process Automation

software. The company has a global footprint in over 66

countries with large, mission-critical solutions that have been

deployed in Banks, Insurance firms, BPO’s, Healthcare

Organizations, Government and Telecom Companies.

FOR SALES QUERY DIAL

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WRITE TO USinfo@newgensoft.com

https://newgensoft.com

Why Newgen for your customer relationship management needs?

Newgen's Omni CRM combines powerful workflow, rules engine, document management, social engagement, mobility features and integration capabilities in one strong package.

Omni CRM enables organizations to:

Market Effectively: Campaign automation, parameter-based marketing lists, and approval workflows improve efficiency. Tracking campaign activities, costs, and response helps evaluate RoI and optimize expenditure

Improve Sales: It becomes possible to manage goals, track all interactions related to a prospect, customer or opportunity. Auto sales report/dashboard generation to assist decision making

Delight Customers: With the help of an advanced workflow, case management, and TAT tracking capabilities, the solution ensures faster resolution, reduced service costs and increased accountability. It also improves CSAT levels and reduces customer attrition

Employee Mobility: With the help of a mobility framework, the solution can help design customized mobile applications for different organizations and drive higher usage of CRM.