Line Of Business

InfiniteCRM introduces the LOB (Line Of Business) concept, revolutionizing the verticalization concept

Inside each LOB every user will be completely at home, using the terms which belong to him and performing normal activities using the usual tools and without the need to switch from one application to another to access separate databases.

We already have many LOBs which are designed to offer solutions to the needs of a range of company sectors, such as:

SFA (Sales Force Automation)

• Sales process monitoring
• Sales activity automation
• Improved integration with company information coming from ERP clients
• Management of the entire sales team: agents, distributors, branches, agencies etc
• Rapid sharing of customer information
• Increase in opportunities in the sales channel
• Efficient management of opportunities and monitoring of related activities
• Management and monitoring of the competition
• Integration with handheld devices, smartphones etc
• Document management
• Sharing of the client or prospect database with clients/partners/distributors
• Integration with BDA to organize business trips profitably using Office tools and the most common email systems

Marketing

• Sharing and assignment of names and leads
• Campaign management using a range of media (email, fax, text message, web and phone, with or without CTI integration)
• Definition of a precise target for a range of communication campaigns
• Generation of new sales opportunities
• Dynamic creation of clusters of clients/prospects
• Event management
• Creation of telephone scripts
• Monitoring and scheduling of campaigns with full indexing of the results of text message, email and fax campaign plus verification of telephone script results
• Enables assignment to groups and /or individuals more than one telephone campaign
• Response analysis to determine the most effective campaigns
• Creation of automated systems based on the answers given during the campaign
• Bi-directional integration with the company web site
• Generation and assignment of leads

Customer Service

• Management of contacts via all communication channels integrated with the solution: telephone, email, text message and web
• Management and access for operators via the client or the web
• Asset management
• Integration with CTI systems
• Request sorting based on skill matrix
• Facilitated access to the company database via an internal search engine providing answers from the first service request call
• Reduced operator training times
• Verification of SLAs and activity progress
• Resource and cost center management
• Permissions-based sharing of the information inside and outside the company

Customer Care

• Management of contacts via all communication channels integrated with the solution: telephone, email, text message and web
• Management and access and operators via the client or the web
• Integration with CTI systems
• Request sorting based on skill matrix
• Automated cross /up-selling of products and services
• Facilitated access to the company database providing answers from the first call
• Reduced operator training times
• Verification of SLAs and activity progress
• Permissions-based sharing of the information inside and outside the company
• Access to information by the sales force and marketing team providing complete management of the client and correct cluster profiling
• Telephone campaign management
• Ability to create automated systems based on the results of telephone campaigns

Call Center

• Sharing and assignment of names and leads
• Campaign management
• Integration with CTI systems
• Definition of a precise target for the range of communication campaigns
• Dynamic cluster creation
• Events management
• Creation of telephone scripts
• Campaign monitoring and scheduling
• Personalizable GUI
• Automated activity definition based on campaign responses
• Creation of automated systems based on the answers given during the campaign
• Ability to assign more than one telephone campaign to groups and /or people
• Response analysis to determine the most effective campaigns
• Bi-directional integration with the company web site

Modules

• InfiniteCRM also makes a range of optional modules available designed to get even closer to the real needs of your company

CTI Outbound

• Guarantees integration with all available CTI (Computer Telephony Integration) platforms in order to raise contact center efficiency

Pat Reporting Designer

• This tool creates reports inside InfiniteCRM in html, .xls, .rtf and .pdf formats. A basic knowledge of database management is required

Outlook Add-In

Makes InfiniteCRM information available in Microsoft Outlook™, even offline, maintaining the same security levels Some of the functionality available:

• account management
• email
• to dos
• activities
• agenda
• business opportunities

IPMobile

• Provides account management functionality on a mobile platform for the management of client visits, activities, to dos and sales force management

PowerFinder

• This is the advanced module for the search and indexing of the documents and information present in iCRM and on the company network

IPUniversalConnector

• Provides connection between external webservices and InfiniteCRM for information sharing, making it available for extra tasks.

BDA2010 Business Data Analyzer

• Application tool integrated with InfiniteCRM providing interactive analysis and management of the data with additional information coming from geographical maps. Ideal for marketing, sales and customer service managers, it is also a genuine help for the sales structure supplying a better organization of activities in the territory. The tool is supplied in standard format and includes updated maps.

Advanced Reporting

• Business Intelligence applied to iCrm.

Process Management

• Workflow models (ToDo, Activity, Opportunity).

UWSC (Universal Web Service Connector)

• Connection between iCrm and external webservices to share information.

Integrazione Exchange

• InfiniteCRM integrated with Microsoft™ Exchange™.

Excel Export

• Users can configure Excel export models.

TAPI Outbound

• Integration with TAPI platform (Telephony Application Programming Interface).

Sales Configurator

• It enables the sales configurator.

iWeb

• The portal dedicated to user and/or customer support. Only for the Customer Care LOB.

Add-In PDF

• Off line management of information, activity and ToDo.

Add-In Fax

• Campaign management via fax.

Add-In SMS

• Campaign management via SMS.

SDK

• Tools di sviluppo per l’ambiente iCrm.

Integration with HDA

• Integration with HeldpeskAdvanced.

PowerFinder Corporate

• The module for the search and indexing of the documents and information present in iCRM and on the company network.