TELESOFT e-CRM provides solutions to Publishing Houses and Print Media such as Newspapers and Magazines for the sale of subscriptions, adds, reception of claims (deliveries/orders), Collections and survey generation.

These companies have different channels to contact or communicate with all their customers: telephone, sales force, on-line, one-to-one service.

The most widespread applications in this area are:

• Order Taking: over the phone through a call center or through the interaction of a sales representative visiting Customers and entering their order in a laptop or palm.
  
  
• Telephone Promotions: to promote and eventually take an order with special discounts.
  
  
• # Management of Queries and Claims: usually related to delayed or wrong deliveries, billing problems, etc.
  
  
• Collection Follow Up: usually over the phone, for delays in the payment of invoices.
  

TELESOFT e-CRM has the functionalities and the technology required to provide solutions in the different areas where CRM can be implemented in this type of companies.

It is important to highlight the degree of integration required for CRM applications in this kind of companies, particularly in terms of Pricing, Credits, Invoices, Stock, etc, for instance to validate an order on-line against these systems.

TELESOFT e-CRM provides these required integrations through standard integration components or components specially designed for the applications to be integrated based on COM, DCOM, XML technology, among others.

End Consumer Relationship

Companies in this important industry have a free toll 0800/0810 Help Desk for Customers where calls are recorded, queries on the products are answered, returns are made, etc.
Some companies also use the Call Center to implement some promotion procedure, prizes, etc.

Another CRM application related to End Consumers is Market Research. This research can be conducted by telephone surveys or sending survey takers to strategic points or outlets.

Main functionalities:

TELESOFT e-CRM, with its products TELESOFT Sales, TELESOFT Customer Care, TELESOFT Market Research, TELESOFT Workflow and TELESOFT Collections provides the functionality required by these companies both for Corporate Customers and End Consumers.

• Management of promotion campaigns
  
  
• Order taking
  
  
• Response to queries, claims and/or returns processing and referral, with Standard resolution times and workflow included
  
  
• Customer Care
  
  
• Collections
  
  
• Market research
  

• Contact Center
  
  
• Web access to their salesforce
  
  
• Applications in mobile devices