At a time when business is more competitive than ever, your success depends on increasing your customer base and offering outstanding customer experiences. While these are worthy goals, you’ll need to coordinate all of your organization’s people, resources, and information to meet them.

The Solution: Column Customer Relationship Management

Column’s Customer Relationship Management suite is a key component of your successful customer management strategy. Together, its two modules - Customer Service Management (CSM) and Sales Force Management (SFM) - unleash the full potential of your salesforce, customer service team, and help desk team to effectively identify, convert, and manage customers.

Built on the BMC Remedy Action Request System (ARS) - the industry’s leading business process automation platform - the Customer Service Management suite offers the flexibility to meet your specific needs. Each business day, some 80% of the Fortune 500 use secure, ARS-based workflows to improve performance and reduce costs.

Datasheet: Column Customer Relationship Management (PDF: 160 KB)

Sales Force Management

Easy to use and easy to customize, Sales Force Management helps your organization manage your sales team and sales processes. Your sales team receives the tools they need to sell more effectively. Your sales managers gain real-time visibility into their team’s performance and improved reporting and forecasting.

With Sales Force Management, you'll:

Improve Lead Management – Lead capture, classification, approval, and assignment help increase the leads your team converts to opportunities and - eventually - to sales.

Upgrade Account and Contact Management – From a single application, you gain a 360-degree view of your accounts and their contacts, with full visibility into activities, related opportunities, products, and service records.

Improve Opportunity Management – Allows sales representatives and sales managers to identify competitors and threats and focus on the right opportunities at the right time.

Enhance Quote Generation and Versioning – A full-featured sales quote generator with flexible discounts, taxes, and pricing models supports your organization’s unique needs.

Customer Service Management

Column Customer Service Management delivers improved customer satisfaction by helping you document customer interactions, present proactive solutions, and use performance indicators to improve customer satisfaction. Like Sales Force Management, Customer Service Management allows you to quickly set up your process lifecycle to account for your organization’s request types.

With Column Customer Service Management, you'll:

Increase Customer Satisfaction - A simple web interface allows users to submit, update, and track requests and view information from your support agents. A knowledge base and Frequently Asked Questions (FAQ) area also enhance the customer’s experience.

Improve Response Times - A highly-usable support interface helps your support agents quickly locate support requests, review essential information, and better understand customer needs.

Ensure Service Level Compliance - A service level management engine ensures you meets agreed-to service levels, proactively escalate requests, and capture Service Level Agreement metrics.

Enhance Metrics and Reporting - Monitor key performance indicators on a single screen, and provide engaging, variable data views. You also gain real-time, web-based, on-demand, context-driven reports directly from CSM forms.

Software-as-a-Service (SaaS) Solutions

Column Technologies' software-as-a-service (SaaS) option allows organizations the benefits of an integrated customer relationship management solution. SaaS delivery limits installation, maintenance, and staffing costs while eliminating the hassles of upgrades, backups, and management challenges. SaaS-enabled solutions reside on Column's servers, and your users access them through secure Internet connections.

To learn how the Column Customer Relationship Management Suite can improve performance while reducing costs and risk, you can contact a Column office, have Column contact you, or chat with a Column representative.