Customer Relationship Management for Epicor ERP
Epicor Customer Relationship Management Module
Customer relationship management (CRM) strategies are as important to business today as they have ever been. We’ve designed Epicor CRM to help you stay ahead of the curve and successfully meet the challenges that the market brings – helping you manage your entire customer lifecycle, from prospect to cash to care effectively, improve operational efficiency and accelerate growth – both internally and externally.
Modular in design, the Epicor CRM suite of modules includes Contact Management, Marketing Management, Campaign Connect, Lead and Opportunity Management, Case Management, Sales Connect and Mobile Connect. It can also be extended with Epicor Information Worker.
Campaign Connect Module
Epicor CRM Campaign Connect is a comprehensive Web communication tool that helps you design and distribute e‑mail communications to customers, suppliers, and business partners as well as to internal teams and departments. Whether developing a marketing campaign or creating a company statement to business partners, Campaign Connect ensures your company is professional, takes advantage of its e‑mail marketing opportunities, properly responds to market requirements for opt-out controls, and analyzes e‑mail communication results for better effectiveness in the future.
Lead and Opportunity Management
The primary goal of many businesses is to grow their revenue. Whether your growth will come through attracting new customers or retaining existing ones, Epicor CRM can help you. With Epicor CRM Lead and Opportunity Management you can proactively manage your sales territories and the entire life cycle of all your opportunities. Lead and Opportunity Management enables you to convert more prospects to customers, target the highest value opportunities and increase sales revenues.
Outfitting your sales team with advanced, easy-to-use software is not just smart; it’s a matter of survival. Epicor CRM is equipped with the tools you need to find more prospects and quickly convert them to satisfied customers. Your sales people can manage the complete prospect-to-customer lifecycle, give accurate revenue forecasts to management and automate many administrative tasks. The bottom line? Better qualified prospects, shorter sales cycles, reduced lead time, and higher revenues.
Case Management Module
Case management is an essential part of building better business. Improving the productivity and effectiveness of your support center leads to increased customer satisfaction. Epicor CRM Case Management delivers solutions that help you deliver first-rate service to your customers while controlling costs. The result? A strong return on investment through happy customers who make additional purchases and generate new business through referrals.
From initial call to resolution and follow-up, Case Management provides a customer focused solution for personalized, high quality service. This comprehensive one-stop solution enables your service team to manage current case load and respond quickly to customers for industry leading customer satisfaction. The case management workbench is equipped with time saving links to customer focused activities (e.g., new quotes, orders, RMA requests, or service calls). In addition, there is a search-driven knowledgebase and case-driven workflow for standardizing case resolution.
Case Management is fully integrated with Field Service, part of Epicor Service Management, for easy access to dispatching field activities and providing field service representatives access to online answer books, existing customer field service calls, warranty information, and service contracts.
Contact Management Module
Comprehensive contact management is at the core of any effective CRM solution and makes keeping in touch with your customers and prospects easy by promoting responsive, respectful, and proactive communications. Contact Management enhances your customer service by documenting and sharing customer communication with the entire organization and helps manage contact interactions through task management. With Epicor CRM Contact Management you can improve overall focus and responsiveness by putting your contacts at the center of your business.
Customer Connect Module
Epicor Commerce Connect provides interactive customer facing content over the Web. Today’s customer expects thorough access to information. Requirements such as being able to view special promotions and pricelists, make repeat purchases and pay on account are standards to improved customer loyalty and online commerce.
Customer Relationship Management
Customer relationship management (CRM) strategies are as important to businesses today as they have ever been. We’ve designed Epicor CRM to help you stay ahead of the curve and successfully meet the challenges that the market brings — helping you to effectively manage your entire customer life cycle, improve operational efficiency, and accelerate growth both internally and externally.
Epicor Social Enterprise (ESE) further enhances Epicor CRM, delivering up-to-date contextual information to key stakeholders for the life of the customer relationship. Using ESE, customers, prospects, and partners can collaborate with internal information workers to target the high customer satisfaction.
Epicor ERP Integration to Salesforce.com®
Ensure that your contact management system and your Epicor ERP CRM solution are in sync. This module directly integrates Epicor ERP to your Salesforce.com software and does not rely on a middleware or another tool. Create and manage customer records, contacts, and Epicor parts bidirectionally in either the CRM module in Epicor ERP or in Salesforce.com software. Therefore, any time you alter any of these records in either system, it is designed to synchronize automatically, saving you time and preventing potential data entry inconsistencies. Flag a “won” opportunity in your Salesforce.com software and it can automatically create a quote in Epicor ERP. It will validate parts and alert you if any of the inventory items from the won opportunity are not loaded in Epicor ERP. You can then maintain the rest of the sales process in Epicor ERP, saving you time and helping ensuring accuracy between the opportunity and the quote.
According to current industry surveys, desktop productivity tools are used by 95% of business workers, with Microsoft Office as the standard for desktop applications. Epicor Information Worker (IW) provides a secure, seamless interface to your Epicor CRM applications within Microsoft Outlook, Microsoft Excel, or Microsoft Word. Imagine the productivity and business visibility you will gain by using Epicor IW as an interface for both traditional and non-traditional Epicor users.
Epicor IW is an innovative productivity tool that works seamlessly within a familiar Microsoft Office environment to enable business users to get all the information they need, in context, in realtime when they need it and where they want it. It does this by blurring the lines between enterprise software and desktop productivity software to create a single immersive solution.
Lead and Opportunity Management
Outfitting your sales team with advanced, easy-to-use software is not just smart; it can be a matter of survival. Epicor CRM is equipped with the lead and opportunity management tools your sales team needs to manage the complete prospect-to-customer lifecycle, give accurate revenue forecasts to management, and automate many administrative tasks. Lead and Opportunity Management with Epicor Information Worker also enhances the effectiveness of your sales force by synchronizing essential Epicor CRM data with Microsoft® Office, giving your sales force access to prospect and customer information, including sales history within Microsoft Outlook®, Microsoft Excel®, or Microsoft Word.
With Epicor eMarketing, effectively distribute important communications to your employees, partners, prospects, and customers. Manage the entire campaign cycle through a highly flexible, easy-to-use web user interface that integrates with Epicor CRM. You can import contacts, create targeted emails, and measure the success of your campaigns.
Epicor CRM gives you control over your customer interactions: generating leads, developing opportunities and monitoring orders. Epicor CRM functionality is available from anywhere in the world. The Mobile Connect series incorporates a disconnected database, enabling you to work anywhere you can take your laptop. Using the SonicMQ® messaging engine, mobileConnect is comprised of three components: Sales mConnect, Sales Engineer mConnect and Hub mConnect. Epicor Mobile Connect helps your sales representatives and sales engineers stay connected with their customers without requiring network connections.
Keeping your customers at the focus of your business today means that you need to be able to respond to their requests in a fast and efficient way. To achieve this, it is crucial that you take advantage of the latest technologies by providing your salesforce with easy-to-use tools designed to increase productivity and improve employee engagement. Epicor Mobile CRM empowers your salesforce by providing mobile access to the entire CRM suite of capabilities on iOS™ and Android™ devices. Through our next-generation mobile application, you can manage leads, customers and contacts, as well as quotes, from opportunity to order shipment. Create activity-based workflows like call and email logging, notes, “to do” lists and appointments, and implement your back-office task workflow. Access data related to competitors, cases, projects, and order history — even without Internet connectivity. Also, visualize your customers and prospects on a map while in the area, and then get travel time and directions to the selected location. Never miss a sales opportunity again. With Mobile CRM, you can search your inventory to verify product availability, create Sales Orders (even from Opportunities), and finally ship them to your customers — all from your mobile device.
Epicor Service Management optimizes customer service and puts knowledge in the hands of customer service personnel. From initial contact with the customer regarding an incident, to in the field operations, to processing returns quickly and efficiently, Epicor Service Management provides the visibility and accountability a business needs.