The Innovation Hub has upgraded its Web site to integrate into its customer relationship management (CRM) system, as part of its philosophy of being Web-based and accessible from anywhere, says CEO Neville Comins.
Comins says various other small companies previously managed the site, but the Innovation Hub wanted to adopt an integrated approach from one Internet service provider.
"It was imperative to the Innovation Hub`s aim of developing a hi-tech cluster in Gauteng to have a front-end that synchronises with existing devices as the content and traffic to the site grows," he says.
Fusion Reactor was tasked with re-designing the site and ensuring it integrated into a CRM system, which it also provided.
Grant Jackson, Fusion Reactor marketing director, says the Highway CRM package, a Web services-based system, was used.
"The Highway system not only incorporates standard CRM functions such as an e-mail client, customer information, a notes field and full search facilities, but also allows clients or users to log a request or make a comment. A relationship manager then assigns a status to the input, and responds or passes the query onto the relevant person. The query is logged and tracked by the system.
"We`ve also expanded the call-back facility, allowing a client or employee to log onto the site and have a video conference with one of the relationship managers."
Comins says the log-on facility also allows the Innovation Hub to group businesses and clients to control accessibility.
"For example, companies in biotechnology have a very different focus to those in information and communications technology. By assigning companies to a group, we can channel information to them and allow different companies access to different areas of the site depending on their requirements," he says.
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