Internationally acknowledged as the new front-runner in securing a competitive edge, client relationship management (CRM) calls for advanced front office technologies. Big league players around the world are turning to eFrontOffice?, Clarify`s integrated call management solution, to leverage CRM and bring about reduced costs and increased revenues.
Represented locally by leading IT solutions provider Foster-Melliar, Clarify is the leading supplier of front office solutions to the call centre market. According to Conn Wood, General Manager of Front Office Systems and E-Commerce for Foster-Melliar, "front office solutions lie at the heart of CRM, enabling interactive, personalised relationships with customers." He notes that a complete CRM solution integrates every facet of a company`s customer relations operations, facilitating enterprise-wide access to data and immediate, fast service to customers.
eFrontOffice turns call centres into commerce centres, leveraging the benefits and knowledge gained on a customer to allow personalised self-service and self-sales through customer-specific portals. "eFrontOffice is the complete answer for attracting and acquiring customers, sustaining loyalty and maximising cross-selling and up-selling," declares Wood. As the first and only solution that integrates, consolidates and routes every contact point, the product takes front office technology to another level.
The unique ability of eFrontOffice to merge Internet sales and service activities effectively removes current barriers between telephony-based call centres and e-mail or Web-based self service activities. Facilitating e-business sales, marketing and service initiatives through a single solution, it provides seamless interaction between, among others, web sites, call centres, sales and marketing, field sales and service teams, help desks and partners, ensuring a consolidated view of up-to-the-minute telephone, e-mail and web information.
By leveraging Internet technologies to personalise every customer interaction, eFrontOffice makes it easy to create true differentiation. "It is the first solution to fully incorporate e-mail response management into call centre and help desk functions, thus allowing companies to initiate and maintain relationships with prospects through Internet marketing," states Wood. The product provides a global view of inquiries, requests and reports, with instantaneous access to company-wide customer information. Simultaneous access to all interaction information assures customers of equal responsiveness and personalisation, regardless of the medium of communication.
Designed to be flexible and scalable, eFrontOffice can be adapted to suit unique business requirements. It is deployable on multiple platforms and accessible to users anytime, anywhere. This integrated approach extends greater visibility, functionality and convenience to the end customer, extending the organisation`s breadth and depth of process while increasing effectiveness in managing customer relationships.
"Although CRM features strongly in business philosophies, e-Commerce is the compelling force in business processes," states Wood. "Clarify`s sophisticated concepts in front office technology enable companies to effectively integrate e-Commerce into business processes, facilitating web and e-mail communication that enhance personalised customer relationships and improve brand loyalty."
Products like eFrontOffice have made Clarify a global leader in its field. Foster-Melliar offers the full range of Clarify`s leading Front Office technology and integrated customer centric solutions.
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