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Entellium Drives Market with 2nd Generation Hosted-CRM
SEATTLE --(Business Wire)-- June 10, 2004 -- Advanced Workflow Allows Users to Define, Automate and Execute Business Processes in Sales, Marketing and Customer Service areas
Entellium (www.entellium.com), a provider of hosted sales, customer service and marketing automation products, today announced second generation hosted-CRM that delivers the first enterprise-level workflow to the mid and SMB market (and departments within an enterprise). With it, non-technical business users for the first time can easily define their business processes in terms of work queues, routing, electronic forms, business rules, collaborative tasking, workload thresholds and distribution, as well as alerts and notifications, which are then executed by entellium's embedded workflow process engine.
It also measures processes as they execute, providing the information necessary to understand how each element of a business process is performing, and how it could be improved.
According to Entellium, workflow-enabled CRM products that require engineers to implement or program their workflow system, or those that are added later via 3rd-party integration are less robust and present a backward step for customers. In a second generation hosted-CRM environment, it is the business user who is able to configure the workflow simply using a web based point and click interface.
Put simply, second generation hosted CRM is CRM with true workflow built-in to the heart of the application, but importantly is designed to be managed by business managers and not specialist engineers.
Paul Johnston, chief executive officer at Entellium said: "Workflow must reside at the heart of a hosted-CRM solution. The Workflow engine should automate business processes through which documents, information or tasks are passed from one participant to another according to the business rules you set for your company and ensure that the correct sequences of steps are followed."
Entellium creates a workflow "process within a process," by first mapping business processes to define all of the manual and automatic internal processes of your company, i.e., setting your business rules according to the requirements of your sales or customer service departments.
From there, you determine how you want your staff, customers, sales leads, service incidents and sales processes to interact with each other whether they involve a person-to-person, person-to-application, or application-to-application type of interaction.
"Workflow is not the simple use of email to send an alert or notification, it is not just contact management or being able to email your database from within your sales force application, all these things may be good to some degree or useful to another, but they are not workflow. Without workflow do you really have effective CRM? Workflow drives the process and simplifies the user experience dramatically by presenting to the user only the information they really need on the screen. No more endless tabs and choices, just a simple, elegant screen," continued Johnston.
Combining Entellium's true workflow capability and entellium's entelliCOM integration web services business processes can also be set to interact, or communicate with other underlying applications (such as an accounting, payroll or ERP system), and the people who perform the tasks necessary at each step of the process within these applications, enabling a wide range of applications to be integrated quickly and easily.
Taken further, Entellium workflow seamlessly connects all users inside and outside the business to the business processes, including remote employees, business partners, suppliers and customers.
Entellium also announced today a series of best practice workflow templates, which can be used as a starting point to model off-the-shelf customer service processes for vertical industries, or your sales processes. Entellium also pre-announced plans for a library of best practice workflow scenarios for small businesses under their soon to be launched "Orchestrate your Business" program.
Entellium is the only hosted CRM provider that offers its Sales Force, Customer Service and Marketing products as "modules" available for purchase separately on a monthly per subscription fee basis -- with no contracts required.
Moreover, Entellium has equipped each module with an industry first "portal view" feature, at no additional cost, which allows employees and managers to easily see and share information in each module even though they may not be a registered user of that module. In contrast, other CRM vendors require their customers to purchase entire packages costing 50% or more than Entellium's solutions.
Entellium users pay only for the modules they subscribe to on a monthly basis, with fees ranging from $10-$67, compared to upwards of $120 from other vendors with comparable features. Entellium sells its products through reseller channels only.
About Entellium
Founded in 2000, Entellium is an early pioneer of hosted CRM solutions, serving global brands like Honda Motors, Pan Pacific Hotels, Standard Charter Bank, and TELUS Communications. These corporations have been using Entellium solutions to create more efficient, productive teams within their sales, customer service and marketing departments. Entellium is headquartered in Seattle, Washington with an R&D Center in Malaysia and sales operating worldwide via our partner network. For more information, visit www.entellium.com.
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