Business Features Requested in CRM - Solastis

1. BUSINESS FEATURES REQUESTED IN CRM BUSINESS FEATURES REQUESTED IN CRM / CASE MANAGEMENT PLATFORM In 2017, Solastis conducted a survey to ascertain the features business want from CRM. The respondents were the industry people who had the background knowledge of CRM. Either they were using a CRM application, or considering to use one in the future. The survey did not concentrate on the technical aspects of the Case Management application, rather the questions were mainly directed to know what functional features were missing, or should be essentially present in a Case Management Platform to achieve business functions in a more effective manner. Based on the responses of the industry people, here is a list of functionalities or benefits that a Case Management Platform must offer. SINGLE PLATFORM CRM Businesses do not like the idea of using multiple platforms for doing their work. Many CRMs provide separate sales desk and service desk. So there are two CRM applications running parallel in the same organization. Similarly, if the CRM provides partial email integration or external email client, the users have to work on two separate platforms – CRM platform and the email Platform for sending and receiving emails. A third reason for the companies to use multiple platform is weak authorization feature in CRMs. Due to weak authorization features the businesses cannot restrict the users from viewing cases or processes going in other departments. To prevent unnecessary data transparency, the organizations subscribe to multiple CRM instances, and assign them to separate group of users. Overall, the business users want a Case Management Application, which serves as a single and unified platform for the users and work existing within an organization. Switching to different platforms leads to chaos and loss of time. Solastis CRM Plus solves all the above three issues – It has unified sales and service cloud, full email integration, and strong authorization features. being able to work on a single platform is a crucial features businesses want from CRM. CRM PROVIDING MULTIPLE DIMENSIONS TO ANALYZE /REVIEW / REPORT ON CASES Businesses reported that many CRMs do not allow to do case analysis using multiple dimensions. Most of the CRMs allow very basic case analysis. The features are limited to case creation and managing customer interaction. The users can send and receive emails from the

2. CRM, and work on Cases, but that is where the functionality ends. Few CRMs offer one dimension, that is the territory for classifying the Cases. However, these elements are not sufficient for complex business environment. In order to achieve complex case analysis, CRM should offer multiple dimensions. So being able to do case analysis using multiple dimension is also one of the features businesses want from CRM. Solastis CRM Plus Case Management Platform, has gone a level up by providing multiple dimensions for classifying the Cases. It provides 3 dimensions that businesses can use to analyze the Cases – Organisational unit, Territory, and Case Type. Here are a few examples of complex Case analysis that Solastis CRM Plus can handle efficiently: Businesses can perform case analysis on the basis of various functions like sales, service, delivery, and accounting. Businesses can perform case analysis on the basis of different business lines. For example an insurance company that sells automobile insurance, life insurance, home insurance, and health insurance, can analyze Cases on the basis of different business lines. Businesses can perform case analysis on the basis of key customers. Many businesses have key customers with whom they have very large volume of cases like Apple, GE, or BMW. These are huge organizations and high net worth customers. Business can create an organizational unit to represent key customers. Businesses can perform case analysis using multiple dimensions from any of those mentioned above – businesses might want to go a level further and take into consideration more than one dimension for performing the case analysis. For example, a business can analyze Cases for different business lines and across territories. Businesses can perform a case analysis on the basis of key assets – for example, a real estate company that owns multiple shopping malls can do case analysis by defining each asset as an Organizational Unit. Since Solastis CRM Plus Case Management Platform provides 3 objects for classifying the Cases, cross functional case analysis is easily possible. These 3 objects when taken together, create a matrix, that helps the business in complex analysis and reporting. Case analysis by multiple dimensions is one of the key features businesses want from CRM.