TELESOFT e-CRM offers laboratories a wide range of different solutions for the sale of their products, reception of claims (deliveries/orders), Collections and survey generation.

These companies have different channels to contact or communicate with all their customers: telephone, salesforce, 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.
  
• Collections Follow Up: usually over the phone, to deal with 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 these companies.

It is important to highlight the degree of integration required by 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.

Customer Relationship

Companies of this important sector usually have a free toll 0800/0810 Help Desk for Customers where calls are recorded, queries on the products are answered and, for instance, some return is made.

Some companies 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 or End Consumers.
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• 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
  
• On-line access
  
• Applications in mobile devices
  

• Marketing (Campaigns, promotions, etc)
  
• Sales (Order taking)
  
• Customer Care (Response to queries and claims, 0800, etc)
  
• Collections follow up with Telesoft Collections