DELIVER SUPERB CUSTOMER EXPERIENCE, EFFICIENT SALES OPERATIONS AND STATE-OF-THE-ART MARKETING WITH A SPECIALIZED CRM SOLUTION FOR UTILITY INDUSTRY.

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1 360 DELIVER SUPERB CUSTOMER EXPERIENCE, EFFICIENT SALES OPERATIONS AND STATE-OF-THE-ART MARKETING WITH A SPECIALIZED CRM SOLUTION FOR UTILITY INDUSTRY. Powered by Utilities CRM

2 Utilities CRM designed with the vision to serve utility market leaders Wining in the highly competitive utilities market requires streamlined operations, fast reaction to market changes, quick deployment of innovative products and superior customer service while keeping operational costs low. Utilities CRM Solution provides out-of-the-box CRM functionalities for supporting specific utilities sector operations. It is targeted at utilities companies that would like to quickly establish a CRM solution without compromising on functionality. It incorporates a set of industry-specific pre-developed Microsoft Dynamics CRM modules and predefined guided processes which can be further optimized and selectively included in the final solution. Guided sales process Manage activites Manage your customers while on the move Track opportunities

3 Utilities CRM enables companies in the utilities industry to: + Successfully target new clients in different market segments and grow market share by exploiting internal and external data, advanced data segmentation tools and sophisticated campaign planning and management functionalities. + Successfully cross-sell and up-sell to existing clients by applying next best offer technique across all communication channels. + Quickly launch new products using established (automated) sales and marketing approaches across several communication channels. + Achieve high customer satisfaction and retention by automating customer care operations, getting to know your customer needs and introducing loyalty programs. + Measure operational performance and react on time based on reports created from CRM and other underlying system data. + Efficiently collect debt by automating the collection process using the collection management engine. + Streamline operations in marketing, sales and customer care by introducing business process automation. and customized call center agent applications. + Cut costs by establishing self-care portals and mobile apps.

4 Utilities CRM Modules B2C 360 CUSTOMER MANAGEMENT Utilities CRM puts customer at the center of your business by providing all relevant information in one place, proposing next best steps and ensuring no important event is forgotten. B2B CALL CENTER MANAGEMENT SELF-CARE Automatic customer identification Advanced search capabilities Quickly create forms Straightforward inbound call center integration Receive and send s directly from CRM Automatic case creation for new s response tracking Personalized templates Portal user access management Access to customer related data Customer request management Knowledge base Powered by CUSTOMER SUPPORT A singe entry point for all customer requests Case classification and routing rules Configurable SLA definitions and status reports Multilevel case resolution across several communication channels MARKETING AUTOMATION Targeted campaigns based on detailed segmentation rules Efficient exploitation of communication channels Automated nurturing programs Progress, expense and impact tracking SALES AUTOMATION Market and competition tracking Guided sales process from lead to a new contract Offer and contract templates Customer validation rules Automatic notifications for renewals and next best actions Mass quoting for target customer segment

5 360 Customer View provides all relevant information in one place 1 General customer data Contracts synchronized with the core system List of related connections Activities and recent communication Notifications Next best actions based on business events Next best offer based on historical data, renewals, segmentation results, imported external list All open opportunities Recent cases Payment status, customer categorization Payment info Credit & collections Related contacts

6 Establish superb customer experience with a dedicated call center built on top of CRM 1 Automated customer identification from an inbound call shows all related contracts Notifications for next best offers and steps based on business events All related contacts with the ability to switch between contacts with the same phone number 4 Quickly create forms for frequent customer requests and meter readings submissions 5 5 Customer, contact and connection summary with a direct link to detailed information in CRM 9 6 Update contact data on the fly 7 Search capability with the ability to quickly add phone call to an existing contact or create new contact 8 8 Quick phone call notes 9 Summary of recent communication, cases, meter readings and switching requests with direct links to detailed information in CRM

7 Understand your customer journey for a better customer experience Visual 1. representation ATTRACT NEW of lost PROSPECTS and potential deals 2. ENGAGE WITH YOUR LEADS Drive increased awareness and demand for products and services. Plan and track marketing activities with CRM. Once your customer is in your CRM, you know exactly what to do. Outbound marketing, sales and customer care activities are guided towards generating demands. 7. WIN CUSTOMER BACK Because you track your customer in the CRM, collect data about activities and prepaire win-back scenarios, you are able to win them back. A re-join request is created from an inbound call, or web portal. An agent updates customer data in the system, and sends a new contract to the customer.

8 3. CLOSE A DEAL 4. USE AND MAINTAIN Accelerated pipeline activities your customer is close to signing a contract. Automated processes in the CRM guide customer service agents to close a deal. Your customers are happy while using the self-service portal. If they need help, they send and , call you, or send a direct request through the portal. Customer service agent creates and resolves cases and customers see their status on the portal. 6. CUSTOMER DECIDES TO LEAVE A move-out case is created in CRM and automated "stay with us" steps are performed. New "move-in" process is initiated for connections that change ownership. 5. MOVE OR CHANGE TERMS Customer service agent handles all data changes, which are automatically updated in the back office. All changes and statuses are sent back to CRM.

9 Why Microsoft Dynamics CRM and why Adacta "Microsoft has been recognized by the top analytical firms and independent consultancies as the leader in delivering the most advanced, powerful and flexible CRM solution in the market Microsoft Dynamics CRM. We are delighted to partner with IT leaders such as our Microsoft Dynamics partner Adacta to bring our clients in the Utilities industry the CRM solution and industry know-how they need to survive and thrive in today s competitive environment. Utility companies need a CRM solution that will enable them to provide superior service to their customers quickly and efficiently, empower their sales and marketing teams and provide instant access and collaboration capabilities anytime, anywhere. Microsoft Dynamics CRM, coupled with the utilities industry expertise and engineering skills of our partners, delivers on that promise by giving our clients the tools and knowledge they need to win, serve and retain their customers." Tatjana Lukić, Regional Director Microsoft Business Solutions - Adriatics, Balkans, Baltics & CIS at Microsoft

10 Utilities CRM Adacta s competencies in the utility industry are enhanced by several billing, BI and ERP projects for customers in the Adriatic Region. Dedicated utilities team of 50 employees, expertise and understanding of the utility industry enable us to focus on business goals and find a perfect IT solution for our customer s business needs. With a team of over 100 employees, Adacta is the largest Microsoft Dynamics partner in the Adriatic region and expanding in the CEE markets. Our highly qualified CRM team accumulated experience on several CRM projects in various industries and organizations and is recognized by Microsoft with a Gold Microsoft Certification for CRM and Gold Certification for Enterprise Resource Planning. Microsoft Dynamics CRM offers a wide range of possibilities for sales force automation, customer care and marketing including social media integration. The MECOMS CRM connector provides an automated integration between MECOMS and Dynamics CRM allowing you to leverage all the capabilities of CRM on utility vertical data..com Furthermore the Utilities CRM provided by ADACTA gives you a set of industry specific pre-developed Microsoft Dynamics CRM components and predefined guided processes aligned with the MECOMS TM concepts and envisioned business processes. The Utilities CRM Accelerator utilises the MECOMS TM CRM Connector, an integration framework between Microsoft Dynamics CRM and MECOMS TM core system. Adacta is Ferranti s partner for the Adriatic Region with a dedicated MECOMS TM team.

11 Companies in the Group Slovenia Croatia Serbia Russian Federation Czech Republic Adacta Leskoškova 9d 1000 Ljubljana T: info@adacta.si Adacta Strojarska Zagreb T: info@adacta.hr Adacta Kneza Mihaila 2-4/VII Beograd T: info@adacta.rs Adakta LTD. 44 B. Serpukhovskaya str Moscow info@adacta.ru Adacta Software S.R.O. Dominikánská 350/ Brno info@adacta-group.com 25 years in the IT industry, international operations, a team of over 350 people, more than 400 completed projects, and a commitment to growth and development are ample testimony of our good work. Adacta s presence in 4 CEE countries and in Russia, as well as our strong partner network enable us to implement international projects in more than 25 countries. Through developing industry specific solutions for insurance, utility and pharma industry, Adacta is entering global markets.

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