Lately, our team was able to win a decent CRM Business from one of the leading computer hardware technology player - ASUSTeK Computers Inc.

Following was the proposal and apparently, the transit.

This proposal was an outcome of the MarCom, IT and CRM set up experience that we have been able to collect

Content• Objective• Plan of Action• Technology• Training• Manpower• Analyzing the information• Reporting• Team Structures• Salient Features

Objective Reach out to 50,000 Partners

across India.

Provide solutions in regional languages like Tamil, Malyalam, Gujarati, Bengali & Marathi for specific locations.

Touch base twice a month.

Plan for the whole year.

Update channels about the latest technologies and product information through outbound calling.

POA

To utilize 20 seats across our state of art contact center facilities.

To deploy 20 FTE’s specializing in English and vernacular languages for dedicated outbound calling.

Train individuals on product and technology specific pitches and response management.

Lay out effective tracking & reporting system for Asus to track performance and follow up with partners.

Technology

A superior preview dialing technology is deployed to cater to the specified requirement

The preview dialing system also enables the recording of call in several formats viz: vox, wav, mp4 etc for reporting and tracking purpose.

A dedicated server to dump the voice files will be designated to offer on demand or compulsion of voice files.

Outbound calling will be done over the phone system that supports analog phone lines. Thus, providing superior voice quality and reception.

Sample 1

Sample 2

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Technology

Training

Before CRM specialists go live on the project they would be provided products and technology specific training with help of Asus representative.

Each CRM specialist would be trained on their allocated geography.

Technology training would be provided to the CRM specialist for ensuring optimum data.

Standard daily and monthly reporting system would be introduced to the CRM specialists.

Manpower

A dedicated team of experienced and professional manpower would be designated for the solution.

Manpower with computer literacy on windows platform will be deployed.

Individuals with “Customer Service” approach Will be deployed for this job

Analyzing the information

Based on this information, managers must understand the different reasons for these types of relationships, and provide the customer with what they are looking for.

Companies can collect this information by using surveys, interviews, and more with current customers.

It is also very important to analyze all of this information to determine which relationships prove the most valuable. This helps convert data into profits for the firm. Stronger bonds contribute to building market share. By managing different portfolios for different segments of the customer base, the firm can achieve strategic goals.

Reporting

Daily Calling Report

Daily Lead Status Report

Partner Inquiry Analysis Report

Project Manager

Team Leader A Team Leader B Team Leader C Team Leader D

Project Head

Pool of CallersPool of Callers Pool of CallersPool of Callers

Team Structure

Evolution of projectInitiation of this project?

(2012)

Unsatisfied Customer Unsatisfied Reseller Negative Feedback Drop in Sales No Service center Inadequate attention of ASM

Evolution of projectTimeline of the project?

Grievance Addresal

Sales Promotion

Evolution of projectOutcome of this project?

(2013)

Sales Hike by 20% Satisfied Reseller Positive Feedback 3 New Service center implemented

Salient Features

Live Call Transfers Live Sales reporting Real-time Monitoring of Agents through remote software login 100% call recording vox file report Multi-Lingual Capability