Customer Relationship Management Solution
Customer Relationship Management
Customer Relationship Management
Customer relationship management (CRM) strategies are as important to business today as they have ever been. Epicor CRM will help you manage your entire customer lifecycle, from prospect to cash to care effectively, improve operational efficiencies and accelerate growth - both internally and externally. CRM controls every aspect of a company's interaction with its customers and potential customers from generating the lead, developing the opportunity, taking the order, producing and shipping or supplying the goods or services, getting the cash and supporting the customer. Modular in design, the Epicor CRM suite of modules can also be extended with Epicor Information Worker.
Modules
- Contact Management
- Lead and Opportunity Management
- Case Management
- Marketing Management
- Mobile Connect
Features and Benefits
- CRM with embedded end-to-end processes to ensure a world-class customer experience.
- 360 degree view of the entire customer, supplier or partner relationship throughout the relationship lifecycle.
- Establish, monitor and measure the entire marketing mix, forecasting and pipeline for a greater return on investment.
- Manage customer contact from everyday application and shorten customer service response time.
- Increasing effectiveness of incident capture and support requests.
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Sales Management
Customers' demands for choice and flexibility translate to real opportunity for companies that can respond with agility and speed. Epicor Sales Management delivers a comprehensive suite that enables you to produce accurate estimates, streamline your order-to-cash cycle and fulfill perfect orders that ensure world-class customer satisfaction. By streamlining the sales process with centralised access to product, pricing and customer information, orders can be generated with a minimal number of steps, boosting sales productivity.
Modules
- Estimate and Quote Management
- Order Management
- Demand Management
- Advanced EDI
- Storefront
Features and Benefits
- Review incoming demand schedules generated manually or through Electronic Data Interchange (EDI) and manage sophisticated sales requirements.
- Generate accurate and timely estimates and quotes and import data from a variety of customer and system sources.
- Simplify the business of accepting credit cards and provide a self-service Storefront for your customers to place and track orders.
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IT Service Management
A well-functioning IT infrastructure is essential for the quality and continuity of business processes within an organization. This places demands on the IT department to answer questions quickly, fix problems immediately and find ways to prevent issues in the future—all while maintaining service levels and adding value to the business. IT failure can have a significant impact on an organization's longevity let alone performance. Increasingly, IT departments are under pressure to align IT with strategic business goals and needs, improve performance, and make IT costs more transparent. In order to meet these objectives IT managers require structured solutions and guidelines.
IT Service Management (ITSM) helps ensure business goals are met and value delivered by providing both the business and the IT department with a common set of best practices and tools. ITSM also plays a key role in compliance management. With regulatory and legal requirements such as SOX, BASEL II, COBIT, ISO/BS, and HIPAA organizations need to provide transparency and accountability in business processes and corporate accounting. ITSM delivers the tool set to manage, control and mitigate the risks of IT service processes, aiding organizations to achieve regulatory compliance.
Using Epicor IT Service Management (ITSM) you can provide your end users with accurate, complete and clear information. You can easily create, trace, summarize and close incidents, problems and change requests. Epicor ITSM enables you to set and monitor varying service levels based on specific agreements, and offers your service desk a powerful structured solution for IT management processes. Epicor ITSM solutions provide a robust set of service management features that support key IT processes outlined by the Information Technology Infrastructure Library (ITIL) version 2 and version 3 and have been certified by Pink Elephant as ITIL compatible for: incident management, problem management, change management, configuration management, and service level management.
The best practices of ITIL along with Epicor ITSM solutions provide IT departments not just the opportunity to learn from the knowledge and experience of people who have faced the same challenges, but the ability to cost-effectively manage the strategic deployment of IT resources and assets. The net result—greater productivity, seamless change management, and efficient IT service.
Features
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Service Level Management
- Financial Management for IT Services
- Knowledge Management
- Epicor ITSM Self-Service Portal
- Epicor ITSM Business Intelligence
- Integrated with Microsoft Office
- Integration & Computer Telephony
- Built with Microsoft .Net
Benefits
- Productive User Experience
- Comprehensive Extensibility
- Easy to Personalise and Easy to Customise
- Seamless Change Management
- Regulatory and Legal Compliance
- Efficient IT Service
Downloads
- IT Service Management (ITSM) Brochure
- White Paper - Epicor ITSM Architecture
- Case Study - The Dutch Railway
- Visit Epicor
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