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Customer Rel. Management

Business Specific Needs

1. Sales and Forecasting

Sales

Current sales environments are increasingly complex and demanding. Customers shift priorities. Market dynamics change ever more rapidly. Your sales professionals are expected to know more, and do more. Evosys’ implementation approach for sales module enables your organization to share information across teams. Equipped with built-in support for methodologies that drive revenue and increase sales velocity, the application manages creates quotes and proposals and configures products and services to customers’ needs.

Effective implementation of Siebel Sales delivers market-leading tools to help your sales managers meet your selling challenges—improve pipeline visibility, sales effectiveness, and bottom-line results. Implementation of Siebel Sales includes-

Opportunity, lead, and territory management
Robust quoting
Order Management, and Product configuration
Sales forecasting and
Integration to Microsoft Applications

In addition, Siebel Sales comes equipped with built-in support for sales methodologies that drive revenue and increase sales velocity.

Forecasting

Evosys’ comprehensive solution for Sales and Forecasting facilitates its clients to manage their revenues across each channel and to take periodic forecast snapshots of those revenues as they mature. The Revenues screen and views of the forecasting module allow for straightforward pipeline management. They allow a sales professional, sales manager, or sales executive to retrieve revenue information in real time.

Evosys’ expertise –

Multidimensional Forecasting
Aggregation with Subordinate Forecasting
Snapshot of Revenue for Historical Analysis
Real time Analysis of Revenues via Charts/Reports
"Cost-Margin" Forecasting
"Worst-Expected-Best" Case forecasting
Auto-Forecasting of Subordinates forecast
API driven forecasting

2. Case Management for Public Sector

Evosys' implementation of exhaustive case management solution for public sector organizations is best suited for today’s competitive era. Citizens who are accustomed to high levels of service and convenience in the private sector demand a comparable level of service in the public sector.

Key Features of Case Management Solution offered by Evosys –

Case information from initial referral through case investigation and benefits delivery.
Case and lead approval routing using predefined templates.
Case, lead, evidence, and attachment serialization, performed hierarchically using predefined rules.
Communications for agency-to-citizen, agency-to-agency, and agency-to-third party providers.
Assignment of a high volume of cases to employees based on their skills and availability
Escalation of the case to a concerned person or the committee for further investigation
Data integration from multiple channels and back-office applications, giving caseworkers a comprehensive view of the citizen

3. Partner Relationship Management

Evosys’s implementation of Siebel Partner Relationship Management module facilitates the collaborative selling process between partners and brand owners by sharing a broad range of lead and opportunity-related data such as contacts, activities and decision criteria. By providing a wide range of service and problem resolution capabilities, Siebel PRM enables partners to provide timely, consistent service to joint customers. Organizations can automatically deliver service requests to the right partners based on attributes such as skills, locations, service hours, and service leads

Key Features of Partner Relationship Management -

Share lead and opportunity related data
Track lead status
Reduce channel conflict with efficient deal and design registrations
Enable effective and accurate forecasts
Provide e-commerce functionality
Increase sales with special pricing authorization
Develop and execute multistage campaigns
Evaluate campaigns across channels
Manage market development funds
Take advantage of a rich catalog of marketing materials
Plan and execute pricing policies across all channels
Provide timely, consistent service to all customers

4. Incident Management System

Evosys provides specialized Incident Management solutions to facilitate smoother addition, review, escalation and assessment of Incident Reports. Our solutions ensure quick response time for each incident and a transparent internal communication, completely customized for your business processes. The numerous views and screens that we provide as part of the solution fosters high productivity of all your employees handling different responsibilities in your current incident management model.

Holistic Incident management cycle by Evosys:

Evosys' Incident Management System
Creating Incident Records
Adding Details to Incident Records
Adding Offense, Allegation, and Arrest Information to Incidents
Adding Circumstantial, Subject, and Account Information to Incidents
Reviewing Approvers for Incidents
Submitting Incidents for Approval
Escalating Incidents to Cases for Investigation
Assessing Child-Welfare Incidents

5. Disease Management System

Evosys offers a comprehensive disease management platform for awareness, clinical and adherence mechanisms to various chronic diseases viz.

Diabetes
COPD / Asthma
Depression
Tuberculosis

Key Features of Disease Management Solution -

Enabling patient-centric care, involving the patient through web-based portals, automatic email reminders and various awareness events
Supporting the entire health network, allowing all providers and physicians who are involved in treating particular patients to share relevant information
Involvement of “family” in healthcare, allowing them to have access all relevant data of the patient to facilitate patient in adherence
Providing medical decision support, supporting healthcare professionals with guideline-based decision-making, also enabling use by nurses or practitioners
Managing populations proactively, making sure patients receive reminders for preventive services through multiple channels based on their personal profile
Closed-loop feedback, reporting medical and process outcomes to professionals, allowing for continuous improvement, supporting quality requirements and pay-for-performance initiatives
Seamless integration, taking full advantage of data already stored in existing electronic medical records

6. Employee complaint and grievance Management System

The main objective of “Complaint and Grievance Management System” is to provide a transparent and holistic employee complaint handling process. Evosys’ complaint management system based on Siebel CRM – Public Sector, offers a wide range of features to achieve the core objective of any complaint management system.

Key Features of Employee Complaint and Grievance Management Solution -

Employee Self Service Wizard– It automates the complaint submission process for the employees, employee need to answer simple questions that would be automatically mapped to the fields of the complaint forms.
Automatic Complaint Assignment- When the employee submits certain category/ class of complaint it would be automatically directed to the person authorized to handle that particular category/class of complaints.
Automatic Escalation of Complaints- This features facilitates automatic escalation of the complaint, up in the position hierarchy of the organization. The criteria of the escalation could be timelines, category of complaints, various divisions in the organization etc.
Status Update-The status update feature of the employee complaint management system facilitates the employees to have a real time track of the status of their submitted complaints.
Anonymous complaint submission, deadlines extensions, re-assignment of complaints
Automatic email notifications
Extensive reporting for higher management
Seamless Integration with various existing systems and applications

7. Analytics and Reporting

Evosys offer an exhaustive reporting and analytics functionality based on OBIEE. OBIEE is a comprehensive suite of enterprise business intelligence (BI) products that delivers a full range of capabilities that include interactive dashboards, full ad hoc queries, proactive intelligence and alerts, enterprise and financial reporting, real time predictive intelligence and disconnected analytics

Key Features of Analytics and Reporting -

Comprehensive, best-of-breed capabilities
100 percent thin client interface
Intelligence across multiple enterprise sources, including Oracle and non-Oracle data
Unified BI metadata for all end-user tools
Rich, interactive dashboards with guided analytics
Full ad hoc analysis over the Web
Proactive detection, alerts, and multi-step analytic workflow
Advanced enterprise reporting and publishing
Full-featured disconnected analytics for mobile users

OBIEE Plus provides complete, relevant insight to employees at all levels of your organization, not just analysts. Information is optimized for the user’s role by leveraging the unified BI foundation that drives intelligence-driven businesses processes and workflow

Key benefits

Simplifies BI tools infrastructure
Integrates BI foundation with IT architecture
Offers consistent view of information and single-source accountability
Improves customer choice for BI solutions

8. Call Center and Customer Service

Evosys' call-center and customer service solution based on Oracle Contacts provides full capability to an organization to cater to its customers. Solution a complete provides integration with existing systems and applications. Solution offers different responsibility that can be assigned to various roles viz. Call Center Agent, Supervisor/Management.

Key Features of Call Center and Customer Service -

Complete hosted contact center solution for unified, multichannel communications
Hosted ACD and IVR capabilities
Computer telephony integration (CTI) screen pops
Web chat, Web callback, and collaboration
Toll-free number provisioning
PSTN and VoIP support
E-mail analysis and autoresponse
Preview dialing
Intelligent, weighted skills based routing
Multi-tenant and In—tenant partitioning
Single tenant option for greater flexibility and control

Call Center Agent- Functionalities-

Streamlined user interface for handling multiple channel interactions
Call recording and interaction tracking
Call transfer to other agents or skill workgroups
Ability to instantly execute callbacks and dial out
Customer call and voicemail routing to any mobile device

Supervisor/Management- Functionalities-

Real-time and historical reporting
Real-time supervisor displays
Service level alarm management
Call monitoring and recording
Whisper coaching, agent chat, and call collaboration
Share lead and opportunity related data
Message broadcasting• Agent logout

9. Oracle Policy Automation (OPA)

Click here for details on Evosys OPA offering

10.Marketing Automation

Evosys offers a complete, closed loop marketing automation functionality to smoothen the marketing efforts of any organization. Marketing automation can help organizations generate more leads, manage those leads more effectively through to the closed sale, and track marketing effectiveness to continually optimize marketing budgets.

Key Features of Marketing Automation-

LEAD ASSIGNMENT
Automated lead assignment
Email notification for new leads
LEAD MANAGEMENT
Closed-loop lead tracking
One-step lead conversion
Historical lead tracking
Lead qualification scripts
Two-tier lead management
Customized lead conversion and rejection
CAMPAIGN MANAGEMENT
Comprehensive campaign planning and management
Real-time tracking of budgetary and other metrics
Multidimensional contact segmentation

Marketing Automation: Closed Loop Process-

Facilitates in planning communications, defining campaign assets, target segment lists
Execution of multi channel and multi touch automated campaigns
Drive clients to the website and targeted hyper sites for focused marketing
Score and record leads based on explicit and implicit client activity
Route marketing qualified leads that are being generated, to the sales team
Sales team than take the lead forward (Sales Qualified Leads) to automated leads nurturing program
End of the cycle, the higher management/ sales executives can have a detailed reporting and analytics functionality to have a clear picture of ROI of the campaign

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