Epicor Customer Relationship Management Customer relationship management (CRM) strategies are as important to business today as they have ever been. We’ve designed Epicor CRM to help you stay ahead of the curve and successfully meet the challenges that the market brings – helping you manage your entire customer lifecycle, from prospect to cash to care effectively, improve operational efficiency and accelerate growth – both internally and externally.
Modular in design, the Epicor CRM suite of modules includes Contact Management, Marketing Management, Campaign Connect, Lead and Opportunity Management, Case Management, Sales Connect and Mobile Connect. It can also be extended with Epicor Information Worker.
Contact Management Comprehensive contact management is at the core of any effective CRM solution and makes keeping in touch with your customers and prospects easy by promoting responsive, respectful and proactive communication. Contact Management enhances your customer service by documenting and sharing customer communication with the entire organization and helps manage contact interactions through task management. With Epicor CRM Contact Management you can improve overall responsiveness and focus by putting your contacts at the center of your business.
Marketing Management Seeking new, profitable customer relationships is challenging in today's borderless world. Targeting your customers with the right programs and messages and retaining those customers can be your most powerful competitive weapon. Epicor CRM Marketing Management enables you to measure the success of marketing campaigns, understand your target market and improve communications.
With Epicor CRM your marketers can pinpoint their targets, capture highly qualified leads and perform cost/benefit and return on investment (ROI) analysis on promotional activities. You can use the campaign manager to track the number of leads, opportunities, orders and costs per campaign. And, once you have the lead, Epicor CRM helps manage the entire sales process more effectively, with features such as workflow and forecasting.
Campaign Connect Epicor CRM Campaign Connect is a comprehensive Web communication tool that helps you design and distribute e-mail communications to customers, suppliers and business partners as well as to internal teams and departments. Whether developing a marketing campaign or creating a company statement to business partners, Campaign Connect ensures your company is professional, takes advantage of its e-mail marketing opportunities, properly responds to market requirements for opt-out controls and analyzes e-mail communication results for better effectiveness in the future.
Lead and Opportunity Management The primary goal of many businesses is to grow their revenue. Whether your growth will come through attracting new customers or retaining existing ones, Epicor CRM can help you. With Epicor CRM Lead and Opportunity Management you can proactively manage your sales territories and the entire life cycle of all your opportunities. Lead and Opportunity Management enables you to convert more prospects to customers, target the highest value opportunities and increase sales revenues.
Outfitting your sales team with advanced, easy-to-use software is not just smart; it’s a matter of survival. Epicor CRM is equipped with the tools you need to find more prospects and quickly convert them to satisfied customers. Your sales people can manage the complete prospect-to-customer lifecycle, give accurate revenue forecasts to management and automate many administrative tasks. The bottom line? Better qualified prospects, shorter sales cycles, reduced lead time and higher revenues.
Case Management Case management is an essential part of building better business. Improving the productivity and effectiveness of your support center leads to increased customer satisfaction. Epicor CRM Case Management delivers solutions that help you deliver first-rate service to your customers while controlling costs. The result? A strong return on investment through happy customers who make additional purchases and generate new business through referrals.
From initial call to resolution and follow-up, Case Management provides a customer focused solution for personalized, high quality service. This comprehensive one-stop solution enables your service team to manage current case load and respond quickly to customers for industry leading customer satisfaction. The case management workbench is equipped with time saving links to customer focused activities (e.g., new quotes, orders, RMA requests, or service calls). In addition, there is a search-driven knowledgebase and case-driven workflow for standardizing case resolution.
Case Management is fully integrated with Field Service, part of Epicor Service Management, for easy access to dispatching field activities and providing field service representatives access to online answer books, existing customer field service calls, warranty information and service contracts.
Mobile Connect Epicor CRM gives you control over your customer interactions: generating leads, developing opportunities and monitoring orders. Epicor CRM functionality is available from anywhere in the world. The Mobile Connect series incorporates a disconnected database, enabling you to work anywhere you can take your laptop. Using the SonicMQ® messaging engine, mobileConnect is comprised of three components: Sales mConnect, Sales Engineer mConnect and Hub mConnect. Epicor Mobile Connect helps your sales representatives and sales engineers stay connected with their customers without requiring network connections.
Information Worker According to current industry surveys, desktop productivity tools are used by 95% of business workers, with Microsoft Office as the standard for desktop applications. Epicor Information Worker (IW) provides a secure, seamless interface to your Epicor CRM applications within Microsoft Outlook, Microsoft Excel, or Microsoft Word. Imagine the productivity and business visibility you will gain by using Epicor IW as an interface for both traditional and non-traditional Epicor users.
Epicor IW is an innovative productivity tool that works seamlessly within a familiar Microsoft Office environment to enable business users to get all the information they need, in context, in real-time when they need it and where they want it. It does this by blurring the lines between enterprise software and desktop productivity software to create a single immersive solution.
