Overview
Customer Relationship is vital for the success of a business. CRM helps operators build a relationship with their customers that creates loyalty, trust, and customer retention, increases Customer Lifetime Value and enables long-term revenue growth.
Many businesses are challenged with disparate legacy systems that manage customer data in siloes and several operational processes that don’t communicate and share data with each other. When individual channels don’t have access to comprehensive and accurate customer information, customers receive an inconsistent experience and poor service. Without in-depth customer insights and analytics a company will not be able to appropriately serve customer needs and secure business growth.
Why Etiya’s CRM?
Etiya Customer Relationship Management overcomes these challenges by providing a highly scalable, AI-driven, customer-focused system with centralized data management enabling your company to provide smooth customer journeys, exceed customer expectations and generate higher revenues.
Use the power of the latest technology, AI and ML
AI-driven predictions and recommendations based on customers’ buying behaviors, interactions and interests allow you to provide services and solutions that fit your customers’ usage patterns, and both current and anticipated future needs. Real-time view of customer data and interactions, and actionable insights help you maximize the revenue potential of those customer interactions.
More tailored offers as a result of predictive and prescriptive analytics result in improved conversion ratios. Dynamic customer support and sales workflows, operations streamlined through automation, and autonomous self-learning ensure excellent customer experiences. AI-powered bots help you and your customers in intelligent self-service and complaint handling.
Uncover new revenue generation opportunities
Etiya CRM allows you to have quick actions and effective communication tools for gaining and retaining customers. Our CRM modules help you to drive leads and acquire new customers, but also to retain existing ones and increase their loyalty. It provides better customer engagements and conversion rates helping to generate higher returns on your marketing investments. Customer interaction analysis also highlights opportunities for cross- and up-sells. Using Etiya CRM will ultimately bring you an increase in your customers’ lifetime value, and grow your business long-term.
Achieve better efficiency and productivity
In Etiya’s CRM, your sales and service agents will get 360-degree customer data, that they can trust and build on. This consolidated view is available in a single-click with real-time interactions and account history, offering increased efficiency in customer management. For large businesses Etiya CRM manages all customers, accounts, and account hierarchies. It also enables and efficiently manages partner ecosystems.
Near real-time decision support via sales KPI dashboards will improve sales performance and operational efficiencies. We offer an end-to-end, integrated lead-to-cash process flow for customer management; thus, you can increase sales success rates and reduce the time span from first customer contact to closing.
Automation of workflows allows sales and service agents to focus their efforts more on building great customer relationships and generating more revenue.
Provide excellent customer experience
Omnichannel experience provides seamless customer interactions across all channels and devices at any time, backed by microservices and enhanced by user-friendly, intuitive interfaces at each touchpoint.
With smooth, clear workflows, easy-to-use interfaces, customer-centric offers and services, fast interactions and problem-solving, you can exceed your customers’ expectations and that will offer your business an excellent growth opportunity.
And the technical part?
We know that easy implementation and system integration is always key. Etiya’s products are built in accordance with the ODA standards and principles of TM Forum, using Open APIs. We offer modular systems, that are flexible and highly scalable, allow easy integration and enable CSPs to transform into an agile digital operation.
Business is constantly changing, as also the needs of customers, and this will constantly require new features and modifications. We use microservices, that will ensure this agility for you, to introduce or modify features and capabilities quickly. Our CRM module is cloud-native for excellent scalability, flexibility and cost-effective operation and maintenance, but it can also be deployed on-premises, and it can be easily integrated with the customer’s existing products as well.
Etiya offers consultation services throughout the customization and implementation processes, to find the solution that is most suitable to our partner’s needs.
Etiya Customer Information Management simplifies the management of customer data by providing a single-click consolidated view of the customer that shows the customer’s interactions in real-time, as well as the account’s history. This enables a consistent omni-channel customer experience.
Learning-based algorithms provide predictions and recommendations, and dynamic customer metrics highlight business-oriented customer insights and demographic profiling. It is possible to create accurate customer profiles (incl. social media) and target offers based on those profiles.
Etiya Consent Management acts as business rule enforcer and shields customers against unwanted or unauthorized notifications while ensuring that the essential ones will reach them. It intervenes to all outgoing communication for all customer contacts, and makes sure, that customer data are used only in the context and for purposes specifically allowed by the customer, and processed, stored, and shared in a way, that ensures adequate protection and privacy. It supports various contact points: physical stores, call centers, back-offices and IVRs, online storefronts and self-care, and many more. Consent preferences can be given or updated easily, even through self-care, and all communication and consent updates can be tracked by Etiya Notifications Center, and accessible in case of a dispute or audit.
Etiya Lead Management seamlessly automates and simplifies the lead management process from acquisition to sales. It manages the identification of existing customers and the acquisition of new customers, and enables leads to convert to orders with one click.
Leads can be acquired through different channels or sources, and prioritized and targeted based on different conditions, to increase cross-selling success. Product information can be easily shared with the sales team to facilitate prospect discussions. Dashboards monitor leads and sales channel performance.
Etiya Campaign Management enables its customers to get ahead of the competition with challenging and attractive marketing campaigns. With this enhanced marketing tool, campaign eligibility rules can be defined; lists can be dynamically generated and managed; test campaigns can be executed; campaign budget can be defined; and campaigns can be automatically ended when the quota or budget is reached.
Through business rules and autonomous learning, the best offer is identified for the customer and the recommendations made proactively in real-time. Campaign activity, performance and success rates can be tracked and managed.
Etiya Complaint Management enables companies to rapidly answer customer inquiries, resolve complaints, payment disputes and service questions. The powerful workflow engine orchestrates complaint confirmation, escalation, notification and alerts and generates trouble tickets. Business processes are easy to define, configure, execute, manage, and optimize with user-friendly process and form designers. Machine learning enables autonomous categorization and actions for service-based trouble flow definition, location-based trouble management, service support and user assistance.
Etiya Loyalty Management provides an infrastructure for creating customer engagement programs in line with marketing strategies. With this tool, by rewarding the loyalty of customers, companies increase their customers’ brand engagement and this brings competitive advantage.
Loyalty Management tool provides the companies a sustainable program through matching products and services, that are predefined as rewards for certain customer segments, profiles and conditions. With its smart scoring ability, customers start to earn from the first moment they start collecting the rewards, in accordance with the rules determined within the scope of the engagement program.
Etiya Contract Management handles all contract types between customers and enterprises, and allows them to be linked to various workflows or entities within the BSS platform, e.g. products, orders, discounts or customer assets. It supports a diverse range of contract types, and acts as a centralized repository facilitating secure storage and easy access for stakeholders, ensuring version control and preventing document loss. It provides automated alerts and notifications for contract milestones, tools for compliance tracking and performance monitoring. An audit log captures detailed information on changes, approvals, and user actions for maximum transparency.
Etiya Asset Management maintains an up-to-date inventory of customer products and services. Through this capability, any system, touchpoint or front-end can engage with customer inventory through its standard APIs, ensuring that the product portfolio is consistently reflective of the latest specifications. Etiya Asset Manager helps build a 360-degree customer view on back office, self-care, or any customer service endpoint, and provides an up-to-date and wide view of the customer assets. Asset Management proactively disseminates real-time notifications on product updates to support the maintenance of an informed and synchronized ecosystem.
Etiya Customer Engagement Management empowers organizations to deliver consistent, meaningful and personalized experiences across multiple channels, catering to individual customer needs and preferences. With CEM, organizations can handle and record various types of interactions with customers, prospects, and users (e.g. onboarding, notifications, order management and trouble ticket handling), ensuring proper follow-up, escalation, and historical tracking. By leveraging cutting edge AI technologies, they can gain valuable insights, develop accurate customer profiles, offer seamless communication and personalized services. Through predictive analytics, businesses can take a proactive approach in engaging customers, resulting in better customer satisfaction and improved business growth. In the process, Etiya always prioritizes the protection of customer privacy and respects customer preferences in all engagement forms.
Etiya Customer Intelligence provides organizations with data-driven insights into customer behavior, preferences, and trends. By leveraging these insights, businesses can make informed decisions, optimize marketing strategies, and deliver personalized experiences that resonate with their target audience. By onboarding Etiya Digital Twin, you can leverage personalization capabilities based on data and deep insights and deliver exceptional experiences. This powerful component helps CSPs overcome their ongoing struggle of implementing AI and effectively extracting meaningful insights through training models. Its intelligent analytics and reporting features provide strong insights and support data-driven decision making for all stakeholders in the organization.
