]project-open[ Customer Management Module

The Customer Management Module ("CRM light") allows to capture and integrate all customer related activities of the company along the customer lifecycle.

Unified Customer File

All information about a customer are brought together on a single page, allowing account managers and senior managers a quick view about the status of a customer.

• See example customer file
• See online demo

Customer Contacts

Name David Schmidt Irene Galvin Miriam Scally Mario Lawton Meredith Otero Gabriel Peters Gastón Chávez Nadia Scott BrodieValtierra Add member

Customer Contact Management

Allows to store address information of customer employees and their companies. Associated structured discussion forums (discussions, news, tasks, incidents) allow to concentrate all activity related to the customer acquistion and management during the customer life cycle.

• See example customer file
• See online demo

Key Accounts and Permission Management

Customer Management includes a fine-grain permission management for customers, probably the most valueable resource of a company. Permissions to see and edit customers and their employees ("contacts") are controlled by several "privileges" that can be flexibly assigned to user groups.

In addition, you can assign permissions on a customer-by-customer base to "Key Account Managers", who gain read and write permissions to all information of their customers, but are in general not allow to see other customers.

• See example customer file
• See permission management online-help (draft)
• See online demo

Integrated Customer Interaction History

The customer page concentrates all customer related interactions such as quotes, invoices and incident reports.

• See example Customer File
• See online demo

Online Web Registration

]project-open[ allows customers to register themselves via Web, for example in order to gain access to protected content on the web site such as downloads, whitepapers, etc. These customer registrations can provide the input Mass Mailings module via the following modules.

Customer Tracking

All customer movements on a web site can be tracked via ]project-open[.

Customer Classification

The customers movements on the web site together with the interaction history can be used to classify customers according to a number of user-extensible categories. This classification can serve as the input for Mass Mailings or other promotion activities.

Customer Status Engine

Provides a way to evaluate the dynamic customer behavious using a "state-engine".

Mass Mailings

This package allows you to send email messages to customers based on their classification according to categories or the customer status engine. You can track the results of the mailing using the Customer Tracking package.

Mail Server Integration

The Mail Server Integration package captures incoming emails from a mail server and associates them with email found in the system.

ISDN Call Center Integration

The ISDN Telephone Integration package captures incoming calls on one or several ISDN telephone lines, identifies them using the customer contact database and automatically starts a browser window with the calling customer on MS-Windows 98 and 2000 client computers.

Interfaces to Other Systems

Import interfaces with MS-Outlook and ACT!

Customer contacts are frequently maintained in external applications such as MS-Outlook and ACT!. ]project-open[ allows to import these contacts in order to avoid duplicate data entry.

This allows a sales representative to plan his promotional activities using ACT! while being able to evaluate the results of his activity using the financial data stored in ]project-open[.