Call Center

Service

Sales Force

Automation

Field

Service

Call Center Sales

Workflow, portals, self-help, knowledge base

• Customer analytics
• Marketing intelligence
• Click-stream analysis

• Inside sales
• Cross sell
• Up sell
• Call scripting
• Web scripting

• Marketing
• Trade shows
• Campaigns
• Loyalty
• Content mgmt
• Channel mgmt
• E-Commerce

• Dispatch
• Trunk stock
• Diagnosis and repair
• Preventive maintenance

• Case management
• Self-help
• Guided problem resolution
• Issue escalation and routing

• Activities and tasks
• Contacts and accounts
• Opportunities
• Pipeline and Sales Forecast
• Quoting / Order entry

1

What is CRM?

Marketing

Analysis

Marketing

Operations