TMCnews Featured Article
Soffront Hosted CRM Solutions Deliver Robust Applications
By Susan J. Campbell, TMCnet Contributing Editor
CRM solutions can deliver significant value to the business, but not all market offerings are created alike. And, while many will promise the world; not all can deliver on the promises they make when real-world situations are in play. One proven provider in this space is Soffront and its CRM solution. The company offers an integrated, Web-based CRM solution that covers such company function as marketing and sales force automation, quote and order management, customer service and employee help desk functions.
The Soffront CRM Server Suite includes such powerful tools as the three-tier application, user setup and security tools, as well as a powerful query and reporting engine. With customization tools and a workflow engine, a non-programmer can add database tables and fields, create and manage data views and workflows for CRM processes. The business rules engine delivers a robust facility to manage rules where necessary.
The sales force automation tools within the Soffront offering will allow for the management and tracking of accounts, contracts, opportunities, forecasts and activities for customers and sales prospects. The module also includes a customizable lead submittal form for website integration. A Leads module allows new leads to be qualified and promoted to an account where appropriate.
Marketing automation within the Soffront solution allows for the planning, creation, running and monitoring of multistage campaigns through e-mail, direct mail or telemarketing. Sales order management enables customer order processing, approval and fulfillment of orders, inventory management and tracking the number of products sold. Where customer service is concerned, this CRM solution helps to facilitate the tracking, management, resolution, response and escalation of customer support tickets. At the same time, customer service agreements can be tracked, monitored and renewed. It includes an e-mail response engine, management of RMAs and customer surveys. Soffront CRM also offers knowledge management and defect tracking in its solution. The knowledge management component allows the company to publish, manage contents and provide access to the knowledge management system. Users can also create knowledge articles and respond to incoming sales or support inquiries automatically. The CRM portal provides customers with a secure entry-point from the website and provides easy access to other information, such as company news, product information and downloads. A partner portal and employee portal allows for collaboration and access to necessary information.
Overall, the Soffront CRM solution delivers value-added software solutions that enable the company to leverage the value of the contact center and drive measurable improvements in customer service, customer knowledge, marketing efforts and overall performance.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Juliana Kenny