CRM technology takes new strides in the SME market

ACCPAC has released its ACCPAC CRM 5.5, the latest version of its customer relationship management (CRM) application for small and mid-sized enterprises (SMEs).

Jeremy Waterman, MD of ACCPAC, says ACCPAC CRM 5.5 includes a new user interface and significant enhancements throughout its Sales Force, Marketing and Customer Care automation functions. The new version also introduces expanded e-mail integration and response management with support for most e-mail systems including Lotus Notes, Microsoft Outlook and Eudora.

CRM 5.5 is a complete Internet and wireless CRM system for SMEs. "Built on a 'no-compromise' Internet architecture, it provides stronger customisation and integration capabilities than competitive solutions.

"The Advanced Mail Management Server lets users set custom rules for automatically monitoring and processing inbound e-mails," he says. "For example, e-mails that come in to a general 'technical support' e-mail address can be automatically logged as a support case and rerouted to an appropriate staff member based on the customer type, profile and service level agreement."

Enhanced outbound e-mail processing allows users to send e-mails from multiple areas in ACCPAC CRM 5.5 and create standard e-mail templates that can be reused. These e-mails can be sent using delivery capabilities included with ACCPAC CRM, or using Microsoft Outlook or other mail services.

CRM 5.5 offers improved Sales Forecasting features, allowing sales staff to easily provide forecasts to their managers on an as-needed basis. Forecasts can now be rolled up throughout an organisation and managers have the ability to add their own assessments to the forecasts of their direct reports. Historical forecasts are also retained within the system.

"The Customer Service Knowledge Base feature supports the ability to store solutions to common support questions for quick, easy lookup," says Waterman. "Knowledge Base items can be automatically e-mailed to customers, improving overall customer support response times by delivering answers to all affected customers the moment an issue is resolved."

Service Level Agreement (SLA) Alerts enable users to ensure that customer response commitments are met. If a customer's SLA dictates response to an issue within 24 hours of initial contact, CRM 5.5 can be set to alert appropriate support staff of the time remaining to fulfil the 24-hour response commitment.

"Because of its vendor-neutral approach, Web browser access, scalable component packaging and pricing and instant integration to back office accounting functions, ACCPAC CRM can provide companies with reduced implementation costs, quicker implementation times and, therefore, a faster return on investment," he concludes.