Customer Relationship Management (CRM) is a business strategy comprising covering sales, marketing and customer service. The objective of CRM is to optimise profitability, revenue and customer satisfaction. CRM is not a type of technology, although technologies are critical to enabling CRM strategies. CRM technologies enable greater customer insight, increased customer access, more effective interactions, integration throughout all customer touch points and back-office enterprise functions. The success of CRM implementation involves changes to processes, culture and organisation.
Unique Competitive Edge
With Lenovo PCCW Solutions' vast hands-on experience in deploying CRM solutions within our company, we understand the difficulties that may occur during the implementation process, especially in terms of the change of business process. We can assist the customer in business process re-engineering and change management. We are proud to offer our knowledge both as a CRM user and a system integrator to help customers align to the best practises. We have proven our expertise in managing many complicated CRM projects, including the Hong Kong SAR Efficiency Unit, Hongkong Post, and a major bank in Hong Kong.
Operational CRM
Marketing Automation
Customer Services Automation
- Sales Force Automation
Analytical CRM
Data Warehousing/Data Mining
Revenue Management
- Performance Tracking
Service Scope
Lenovo PCCW Solutions professional services includes:
Project management
Requirement studies and analysis
- Technical design and deployment
- System installation and customisation
- System integration and user acceptance testing support
- Testing and quality assurance
- User training
Marketing Automation
Reduce costs and time to run marketing campaign
Enable multiple-channel customer interface and facilitate customer profile analysis
Enable tailor marketing channels to target customers
Create personalised campaign to target customers
Enable up-selling and cross-selling of products and services over customer life cycle
- Track marketing performance in real time
Customer Services Automation
Help call centres transform themselves into revenue-generators, delivering personalised , compressed 7x24 service at a lower cost
Drive down costs through proactive service and self-service that provides customers and partners with information before making expensive phone calls
Empower your agents to respond quickly, accurately, consistently and professionally through a universal view of all customer interactions and knowledge base
Communicate with customers via the channels they prefer, enhancing customer satisfaction
Web-based J2EE architecture designed to scale and adaptable with your business as it grows
Sales Force Automation
Provide sales team a holistic customer view to yield more meaningful interactions with customers and prospects
Increase efficiency among sales staff, allowing more time to be spent on customer prospecting, and identifying profitable opportunities
Facilitate sales opportunity tracking, competitors analysis and revenue forecasting
Improve efficiency and effectiveness of marketing activities
Allow sharing of the most up-to-date and appropriate reference materials on centralised platform
Data Warehousing
Generate demand
Retain customers
Search for the right customers with target market development
Data search and query analysis - attract and retain customers through events management, customer management and customer contact management tools
Enhance profitability with sales/turnover/profit contribution analysis
Revenue Management
Assess current business performance, and measure against pre-defined targets/goals
Identify problematic areas and deviations that require remedies
Predict business performance for further planning
Help the company to better position itself in a competitive landscape
Assess revenue opportunities and thus increasing the revenue potential
- Ensure more cost-effective returns
Performance Tracking
Enhance performance and effectiveness of sales teams through better management and effective measurement and review
Fast-track order completion
More efficient commission calculation
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