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eCRM is customer management for e-Businesses that must confront the complexity of managing sophisticated customers and business partners in a variety of media including: online and offline media, personal contact, and more automated and electronic forms of communication. PennyWise is geared to meet the clients requirement to implement eCRM in the increasingly “Internet-Savy” market.
PennyWise’ eCRM & portal solutions includes the following components in its package
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E-commerce
Sales and services via the Internet. Sometimes confused with to e-business thatis an umbrella term for a total presence on the Web including the e-commerce (shopping) component.
Channel Automation Software
Modules or platforms that empower the channel, by enabling the channel to engage in Web-based commerce. These solutions enable manufacturers to coordinate and manage the sale of products and solutions across multi-channel sales and distribution channels. As a result, customers are able to transparently navigate a multi-tiered selling process, gaining the value-add of both manufacturers and channel partners.
Collaborative Commerce Software
software that aggregates fragmented buyers and/or sellers to increase a market's efficiencies beyond the exchange of goods. C-commerce moves beyond that level of support to enable multiple enterprises to work together online within a dynamic trading community.
On-line Storefront
Websites on which companies sell products or services via the Internet.
Multichannel Customer Management
the integration of electronic interactions including email, chat, self-service, collaboration, Voice-over-IP (VoIP) with voice interactions in a seamless manner delivering a universal queue for all interactions, and fronting the interaction engine with a desktop CRM application.
eService
An umbrella term for services delivered over the Internet. Includes e-commerce transaction services for handling online orders, application hosting by application service providers (ASPs) as well as any processing capability that is obtainable on the Web.
Email Response Management
An application that uses agents to read and respond to email messages. Includes an email response library containing a series of standard texts to deal with common issues.
Guided Selling and Buying
Leveraging traditional applications for configuring and cataloguing - with layers of dynamic, customer-friendly capabilities--to guide customers through the process of selecting a product. Organizations use guided selection functionality to accomplish multiple objectives, which vary depending on the nature of the company, customer, and product.
Product Configuration
The ability to self-configure a product or service over the Internet. Complex configuration solutions typically allow product managers to create business-based rules such as "If package A is chosen, then it should include components 1, 2, or 3." A salesperson or channel partner would use this consistent interface to begin a sale but customize it with specific products and pricing preferences.
Order Management
Online order management is much more than simply a solution for automating the online order-taking process, vendors are extending order management functionality and tightly integrating with other sell-side functional areas. The online order management system must not only simplify the process of taking orders on a Web site and feeding the back-end systems, but also must track the entire order life cycle. Information housed in the order management system is incredibly valuable to supply chain partners, customers, and resellers. As a result, integration--both external and internal--is essential to fully realizing the benefits of an online order management system.
Electronic Agents
Agent programs search the Internet gathering information you're interested in and bring (or push it) to your desktop. Also known as "bots" or "push technology".
Catalog Management
software applications that normalize product data from multiple vendors for easy comparison. Includes information about data sets, files, databases and the devices on which each data set or file is stored.
Content Management
refers to the printed word online, including documentation, information pages and data that describe items offered in online catalogs or marketplaces.
eCustome
Business or consumer customers who goes through the online customer transaction process. An ecustomer implementation can be direct to the end-customer or incorporate distribution channels such as resellers or distributors.
Fulfillment Software
Executes tasks such as bill of materials, order management, shipping management, returns and status tracking.
Self-Service
Customer facing applications that allow customers and partners to access information, track shipments and solve problems by themselves. |
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