SoftSolvers Customer Case Studies and Usage Scenarios
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Soft Solvers Solutions is a digital transformation company that has worked with over 250 customers across Asia Pacific and provides cloud-based CRM software. The document discusses case studies and usage scenarios of their Second CRM product for various industries. It provides examples of how Second CRM has been used for customer feedback management, multi-channel sales, online warranty registration, contact centers, empowering sales forces, managing events, and more. Key differentiators of Second CRM noted are quick rollout, proven track record, low cost, and flexible contracts.
SoftSolvers Customer Case Studies and Usage Scenarios
- 1. © 2017 Soft Solvers Solutions. All Rights Reserved. SOFT SOLVERS SOLUTIONS Case Studies and Usage Scenarios Making Businesses Productive using Digital Transformation
- 2. © 2017 Soft Solvers Solutions. All Rights Reserved. Agenda Making Businesses Productive using Digital Transformation Company Background Case Studies and Usage Scenarios Q n A Key Differentiators
- 3. © 2017 Soft Solvers Solutions. All Rights Reserved. Company Partners Echelon Finalist 2011 - Asia’s largest Startup event Asia’s Top 50 Apps 2010 - E27 Singapore Silver award for Best CRM Implementation 2010 - CCAM Malaysia CRM Idol Semi finalist - 2012 & 2013 Awards SoftSolvers Solutions, founded in 2010 Digital Transformation Solutions leader in APAC region Experiencing rapid growth & maturity since inception Worked with more than 250 small to large Customers, across the region Headquarter Singapore Research and Development Cyberjaya, Malaysia Sales Office Kuala Lumpur, Malaysia Sydney, Australia United States
- 4. © 2017 Soft Solvers Solutions. All Rights Reserved. Customers SoftSolvers has worked with more than 250 small to large customers regionally.
- 5. © 2017 Soft Solvers Solutions. All rights reserved. Agenda Making Businesses Productive using Digital Transformation Company Background Case Studies and Usage Scenarios Q n A Key Differentiators
- 6. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Customer Feedback Management feedback@customer.com Auto creation of tickets, for all emails received at specific email addresses. Converge traditional channelswith online, in one central system. Phone / Tollfree Auto assignment of tickets, based upon selected Subject, or any other parameter. Online Form Manual / Auto assign to Agents Covering All featured phones SMS Messaging
- 7. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Multi Channel Sales Management Phone based Payment, using Contact centre. Phone / Tollfree Online Sale completed via Payment gateway, stored in Second CRM Online Selling Covering even feature phones SMS Payment iPad / iPhone based POS Capture sales from retail POS Send Invoice and link to Customers to pay online. Email based Payment Centralised Sales Management ✓ Common Customer Database, across Channels, can be used for Segmented Marketing & providing Customer Support ✓ Consolidated Sales and Financial Reporting
- 8. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Online Warranty Registration Managing Warranties & Claims Centralised Customer Database Build across Channels,via online Warranty Registration, used for Segmented Marketing & providing Customer Support Online Claim Processing ClaimProcessing throughPhone
- 9. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Converge traditional channelswith online , in one central system. Phone / Tollfree Customer send Message, Agent Call back. SMS Messaging User enters his number, initiate two Calls, connecting him to Contact Centre agent Online Click 2 Call Multi Channel Contact Centre ✓ Access to Customer History ✓ Complete interaction log stored in CRM Inbound Support / Outbound Telemarketing
- 10. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Second CRM to get Read Only access from Backend System on daily basis. Second CRM allows Agents to access the info on the go Second CRM allows Managers to Monitor and Support Agents Customers access online portal for viewing/updating their data; online payment; support request (problem reporting, warranty claims, etc Empowering Agents Sales Force
- 11. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Second CRM allows Users to send Quotes and Invoices for online Approval, allowing faster processing Self Servicing Customer Portal (Get Quotes/Invoices Approval) Update Quote / Invoice status in Second CRM
- 12. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Self Servicing Customer Portal (Accept Payment Online) Update Quote / Invoice status in Second CRM Pay Online
- 13. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Second CRM gets read only data from Portal on daily basis (new vehicles/property, leads, etc) Second CRM allows advertisers to access the leads info anywhere CRM for Advertisers on Classified sites (Property /Cars) CRM for Agent advertisers ✓ Leads management (downloaded directly from the Portal), auto responders ✓ Sales pipeline tracking (forecasting) ✓ Activity tracking (appointment, reminders) and follow ups with leads ✓ Maintain sales orders (for tracking sales) ✓ Vehicle / Property management (details, status, how many leads, etc) ✓ Send customers email / SMS notifications ✓ Monitoring reports CRM for Classified Portal users ✓ Consolidated report on leads (categorised, by area, type, etc) ✓ Consolidated sales pipeline (forecasting) ✓ Consolidated sales (units, $$$, categorised) ✓ Send newsletters, alerts, birthday & festival greetings, etc to advertisers and customers ✓ Other monitoring reports Car Portal / Property Portal
- 14. © 2017 Soft Solvers Solutions. All rights reserved. Manage Event Calendar Examples of Second CRM Usage Online Event Calendar Online Registration Manage Registrations Send Invoice and link to Customers to pay online. Email based Payment Reports & Charts Online Selling of Trainings / Programmes 1
- 15. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Back-office for Ecommerce/Mobile Businesses Collect leads from website or landing pages Website / Landing page Physical POS Capture sales from retail POS Track activities from mobile apps Mobile Apps Collect complete sales info from ecommerce Ecommerce/Marketplace Analyse Activities Lead / Account Management Manage Deliveries Subscription & Payment Customer Support Customer Survey Push Notifications
- 16. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Customer Loyalty and Support Solution for Retail RetailOutlets / POS Capture sales from Outlets, Real-time or Daily dump ✓ Website and Mobile can pull the Customer status and display ✓ Customer can update their Contact info and check points ✓ Customer browse Redemption Catalogue and place order, using their loyalty points ✓ Updates can be pushed back to the Central Customer database Data Cleansing, Classification, Maintain Membership, Promotions,Redemption Catalogue, etc ✓ Send notification and alerts on the order confirmation and delivery status ✓ Send Monthly / Quarterly loyalty points statement ✓ Birthday Greetings and Newsletter ✓ Generate and Send Discount vouchers Loyalty Portal and Mobile App
- 17. © 2017 Soft Solvers Solutions. All rights reserved. Examples of Second CRM Usage Contract Management Vendor / Suppliers Contact Info Contracts Info (terms, expiry date, etc) Documents Upload Integration with backend Systems
- 18. © 2017 Soft Solvers Solutions. All Rights Reserved. Agenda Making Businesses Productive using Digital Transformation Company Background Case Studies and Usage Scenarios Q n A Key Differentiators
- 19. © 2017 Soft Solvers Solutions. All Rights Reserved. Have worked with hundreds of customers, from medium size single location companies to large regional enterprises, across multiple industries and geographies. SoftSolvers encourage try before buy, with guided POC’s & Pilots to ensure solution fit. SoftSolvers offer right balance in price predictability and flexibility for changing business needs. Highly cost effective, with low initial investment and highly affordable running cost. Save more than 50% in fees by migrating from Siebel, MS Dynamics, Oracle, Salesforce, etc. No capital investment on servers or software, cloud hosting, daily backup, bug fix, security patches & application updates, all taken care off. Just focus on business and Be Productive. Quick and hassle free rollout Proven track record Best price value package Low risk POC’s, Highly flexible contracts Key Differentiators
- 20. Soft Solvers Solutions Malaysia: +603 8687 4433 Australia: +6140 5811 649 Singapore: +65 6304 8022 United States: +1 (916) 496-3040 Web: www.secondcrm.com Email: sales@secondcrm.com Question & Answers Thank You