Nomination to the GRAND PRIX EXPO award in 2002
in Warsaw. Category:
"Software for companies"

CRM-Comers
systems supporting trade and
marketing operations of the company

"Each company needs a CRM system in its broad sense"
prof. P.Kotler
i-biz 4/2001
The CM / CRM-Comers systems support and control all the relations between the company and its customers, to achieve better understanding of customer's needs and to build strong sense of customer loyalty. This in turn helps to shape the company's sales offer to meet customer needs and to improve sales standards within the company.
The CM / CRM-Comers system has been designed with the following brief in mind:
  1. Communication dominates any relations between the company and its customers. Professionalism and competence evident during these contacts help to build a strong sense of customer satisfaction and loyalty. Collecting and analysing these contacts help to adjust the company's sales offer and to improve company in-house procedures.
  2. Modern electronic systems relying on telephone, SMS, e-mail, fax, file transmission etc. are the basic means of communication with customers. The system should therefore be able to automatically gather and monitor the progress and contents of these communications.
  3. The system should help evaluate performance of sales, marketing and service staff, both through evaluation of sales results and by the amount of customer and market knowledge they contribute to the system.
  4. Marketing, promotion and advertising campaigns carried out by the company should be registered in such a way so as to allow the system to automatically assess their effectiveness in individual market segments and for selected ranges of company's products.
  5. The system should allow to automatically import and identify data from the other systems already in use within the company (sales, inventories, accounting) or to provide corresponding modules of integrated systems.
  6. The system should keep track customers' needs and expectations recorded in various ways (meetings, correspondence, marketing campaigns, website visits) to allow the company to custom-design the sales offer.
  7. The entire sales and service records should be kept in the electronic form and be accessible to authorised persons at all times.
  8. The system should allow access by authorised persons to the entire knowledge about the customers, both through a local network and through corporate and public networks, including the Internet.
  9. All the employees' planned tasks should be accessible in the system and their performance should be monitored by the system and reported to managers.
The hardware required by CRM-Comers, such as telephone call recorders, caller ID facility, fax and e-mail servers, have all been designed, developed and manufactured by our company. They have been thoroughly tested in other telephone, computer and communications applications already in place - CORSAC, ATEMIS, COLUMBUS.
The unique feature of the CRM-Comers unlike many other CM or CRM systems, is that it offers integration of the entire company telecommunications infrastructure. including e-mail, fax and telephone facilities, with the CRM-Comers data base. This allows to automatically incorporate into the system of the content of the entire electronic correspondence, including telephone calls. Data gathered in this way is invaluable in proper modelling of customer relations and in the preparation of each sales offer.
CRM-Comers also allows for incorporation of data and records from after-sales and service departments, like the Help Desk, to keep track of the reliability of equipment sold and to monitor the quality of maintenance and service back-up.
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