ITISL Marketing Automation also encompasses lead management, campaign execution, and marketing collateral management. This allows our enterprise customers to be able to coordinate marketing communications across channels such as sales force, telesales, telemarketing, direct mail, fax, e-mail, and Web;
ITISL SFA Solution is fast growing within the CRM offerings, with critical functions including lead/account management, contact management, quote management, marketing knowledge, forecasting, win/loss analysis, and sales administration. The sales function has proven to be the most difficult process to automate, not only because of its dynamism (changing sales models, geographies, product configurations, etc.), but also because of its culture. Sales departments typically operate with a degree of autonomy and are often resistant to externally mandated change. ITISL SFA solution has allowed following components of the sales process engineered as part of key SFA offering: Lead generation and tracking, Field sales, Call center telephone sales, Third-party brokers, distributors or agents, Retail E-commerce, Order management, Order fulfillment, Integration of marketing and customer service functions.
The customer service area presents ITISL customers with some of its most tempting opportunities for achieving breakthrough differentiation and competitive advantage. ITISL Customer service focuses primarily on post-sales activities, though some presales information functions are also present. Customer service and support includes the following: Field service and dispatch technicians, Internet-based service or self-service via a Web site, Call centers that handle all channels of customer contact, not just voice. Post-sales activities occur primarily in office-oriented call centers, but field-oriented activities are also part of the solution. Customer support is typically the most significant function. It is usually delivered from large offices where customer service representatives providing support to customers require operational integration with field service personnel (who must share/ replicate customer interaction data and dispatch availability) and the sales force. ITISL Customer Service management includes integration of these groups with the operational organization as a whole and the unification of customer interaction data that helps in distinguishing this as a modern CRM Solution.
