文档介绍：ICELAND petitive Advantage through CRM & eDM Process Innovation
Agnar Mar Jónsson
Managing Director
Sales and Marketing
******@
Agenda
Iceland
Using Document Management to cope with your Account Management and Quality standards
What's CRM
Using Document Management for an effective CRM
Iceland , activites
employees
customers
Inbound activities
ing calls per day
2500 service orders per day
1000 Customers per day through Service Centres
customers per day
600 service orders per day through the Web
Outbound activities
Account management to large and medium panies
Direct Sales to High Valued customers
Iceland 1999
Other FACTs:
petition evolves in the small Icelandic market
Laws and regulations to cope with
Shift in the market and new players are entering
Multiple staff sometimes work on a customer issue unaware that it is being addressed by other staff
Customers sometimes pelled to call multiple departments and perceive their concern has been handled inappropriately or "fallen through the cracks“
No central database for tracking requests plaints
Sales channel not implementet
FACT: We used to be a anisation
Desission taken 1999
New division, Strategic Accounts
Aggressive sale to large accounts
Implement Document Management System to maximise results
Implement the sales process throughout anisation
KISS
The main objectives:
The main objective of the project was to increase the quality of service to customers and the efficiency of employees, achieved by:
Adopting all work processes to a user-friendly/standardised system with "open access" where many people can work on the same case resulting in increased output from the processes
Implementing electronic data/document management with controlled, traceable and categorised access to all documented clients and projects
The purpose of the implementation was:
To be able to store documents electronically, scan or record, references to hardcopy documents and store all e-mail in a