Galadin Customer Relationship Management System (hereinafter referred to as Galadin CRM system) canters on customer and is based on the entire lifecycle of customer. By adopting collaborative technology and concept, the system integrates functions of customer management, contact management, market activity management, sales opportunity management, sales quotation management, contract management, refund management, service management, complaint management, schedule management and statistical graph analysis management so as to help enterprises to attract and retain customers, raise customers’ value and enhance customer satisfaction and loyalty, hence comprehensively strengthening the competitiveness and profitability of enterprises.
Background
An increasing number of enterprises are shifting focus from “product-orientation” to “customer-orientation” and demanding that the corporate business strategy should revolve around the focus. Against this backdrop, customer relationship management emerges. Moreover, with the development of business and the requirement of delicate management, the emphasis is not merely on the management of customer information, but on the comprehensive management of customers’ competence, i.e. the management of the entire lifecycle of customers which exactly is the aim of Gadadin CRM system.
Functional Modules
(1) Customer Portal
On customer portal, customers can get information about contract and delivery as this module boasts functions of information release, sales contract and order query, delivery notification and arrival confirmation.
A. Information release
Enterprises can release information to customers such as latest market activities, strategy of customer classification and grading and information about coal market.
B. Sales contract and order query
Customers can refer to their sales contract and sales order.
C. Delivery notification
Customers can get sales order of goods that have been sent out or trade contract from coal supply and marketing management system and trade management system.
D. Delivery quality inspection information query
Customers can check the quality inspection information of delivered coal.
E. Arrival confirmation
Customers can confirm the arrival of goods.
F. Receivables query
Sales statements, once generated and completed, will be released on the customer portal for customers to check.
G. Customer survey
Enterprises can issue questionnaire to customers through customer portal, collect questionnaire and feedback and compile statistics. The issuing target can be chosen based on the customer features such as customer classification, grading, geographic location and profession.
(2) Market management
This module is aimed at managing market activities and the information of potential customers and major customers.
A. Management of market information and activities.
Enterprises can collect information about coal production (quantity, price, original place and coal type) of any place in China and foreign countries.
B. Planning and tracking of market activities
Enterprises can create market activities according to the pre-set models, define the needed resources in accordance with the features of market activities, implement and track market activities, check the status of market activities and end and shut down the activities.
C. Management of information about potential customers
Enterprises can create, modify, delete and check the information about their potential customers.
D. VIP Management
Enterprises can define the group of major customers according to the detailed classification of client, designate market strategies for them, track their behaviors and states and provide personalized services.
(3) Customer credit management
This module involves customer credit granting, credit checking and credit reporting.
A. Credit application.
Customers or sales staff apply a customer credit and upload required documents for credit.
B. Credit granting.
Credit ratings and credit limits will be set for customers.
C. Credit check
Rules for credit check will be defined. Order and delivery note can be frozen due to inadequate advance payment amount, credit deficiency and overdue account receivable.
D. Automatic credit check
The system can automatically check the order, delivery note and financial receipts and update the information about the credit of customers in a real-time way.
(4) Management and maintenance of customer information
Each company can add customer information and check the customer resources of the subordinate companies. However, it cannot check the customer information of companies at same and higher level.
A. Customer classification and grading and the information about customer classification and grading will be defined.
B. Customer code application will be sent to master data management platform and customer code will be gained from master data management platform.
C. Potential customers, once turned into formal customers, can get formal code information. And the system supports application for customer code of potential customers.
D. Enterprises can maintain customer information such as contact information like full name, address, zip code, bank account, tax ID, business license number, contact person and contact phone and qualification information like customer qualification, various types of certification, financial condition and annual inspection.
Features
(1) Comprehensive and centralized information management platform
With multi-dimensional customer information, Galadin CRM system supports the maintenance of extendable information, enables integration of information of all customers of a enterprise on one interface and reflects the information of customer contact, opportunity, quotation, order, delivery, invoice, fee-collection and customer value in a centralized way.
(2) Smooth B/S system performance
Data sharing can be truly achieved under the design mode based on B/S structure. Galadin CRM system provides flexible setting pattern, making it fit the practical business process and habits of users in a better and faster way and making it easier to use.
(3) Flexible and open interface
Galadin CRM system fully supports Web Services interaction and Web Servers in all business processes. Other applications can exchange data with Galadin CRM system easily. Moreover, Galadin CRM system can mobilize other interfaces of Web Services and supports the mobilization of other Web Services from function nodes in business processes, hence realizing the real-time interaction with external systems.
(4) Multi-dimensional graphical display
Galadin CRM system can set the display of icons of system functions according to the need of customers and their distinctive use of functions in order to facilitate browser and operation and to protect critical data.
(5) Truly development-oriented system
Galadin CRM system’s data structure is compatible with international information structures such as SAP and Oracle ERP, and the system is able to communicate and exchange data with other systems through various forms like XML and Web Service.
(6) Flexible graphic reporting function
Galadin CRM system provides a convenient and direct way to check, gather, and compile data and the exporting of data to Excel. With the easy data import and export, the system can achieve the efficient processing of data.
Key Benefits
Galadin CRM system can manage the customer information, ensure the uniqueness of customer data, effectively manage potential customers, client, contact person and business opportunities. The system also allows companies to devote less time to management and more to making profit.
Galadin CRM system can reduce trade risks through customer credit management, effectively manage customer relationships and improve team productivity and the efficiency of customers in dealing with emergencies.
Galadin CRM system provides differentiated products and services to customers according to their classification and grading so as to meet their personalized demand.
Galadin CRM system can automatically assess market activities, help managing market activities, tracking potential customers, weighing investment returns and effectively manage marketing activities.
Potential Client
Galadin CRM system is applicable to small, medium and large-sized companies and groups who need customer relationship management.
