BUSINESS SIMPLIFIED
VOL - 08 ISSUE - 06 2021
CRM Systems Enhancing Business Operations
Tech CRM
Dynamics of Artificial Intelligence in Customer Relationship Management (CRM)
INDIA'S MOST TRUSTED
COMPANIES
2021
I
THE TRENDSETTERS OF CRM SERVICES IN INDIA
n this competitive business world, every company intends to attract and retain their customers for long tenures. Their goal is to develop strong customer relationships, while providing them with various benefits. With this perspective, every company looks out for efficient solutions, which would help them to strengthen their relationships and interactions with customers and potential customers. This is where, the leading CRM companies step in and deliver excellent services. They help in improving business relationships, while allowing their clients to stay connected to the customers, streamline processes, and enhance profitability. These companies provide a plethora of services such as content management, sales management, improvement in productivity, and so on. These noteworthy players help their clients to focus on their organization's relationships with different audiences such as customers, service users, colleagues, suppliers, and so on. They also find new customers, develop strong relationships with them, and provide additional benefits throughout the relationship.
Ananda Kamal Das
ananda@insightssuccess.com
The top companies of the CRM sector allow their clients to manage the external interactions and relationships that drive success. With their effective tools, users are able to store prospect/ customer contact information, identify sales opportunities, record service issues, manage marketing campaigns, and so on in one central cloud storage/ location. This way, information about every customer interaction is available to the clients at any time and any place. These prominent companies ensure the visibility and easy accessibility of data to the clients. This, in turn, induces collaboration and increases productivity. They also provide transparency regarding how the customers have been communicated with, what have they purchased, when they made the last purchase, what they paid, and a lot more. The foremost players in the CRM industry provide their clients with a clear overview of their customers. They arrange everything for their clients in one place- a simple, easy-to-use, and customizable dashboard, which offers a variety of information such as the customers' previous history, status of the orders, and so on.
With the objective of simplifying administration efforts and reducing costs, these leading CRM companies leave no stone unturned to deliver the best services to the clients. They tackle every challenging situation with efficiency, while offering innovative solutions. These companies try to bring something new through their endeavours and aim at achieving the desired results for their clients swiftly. They focus on delivering the best outcomes to the clients without any hassles or extra efforts. These companies bring out the best results with smart efforts. Hence, in this issue of Insights Success, we present to you some of the most renowned CRM companies, which are transforming customer experience with dedication and innovation. To know more about these top-notch companies, browse through the pages. Have a great read!
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14
DaeBuild CRM
DigitalCRM
Enhancing Real Estate Sector with Soft Tech
Making IoT Simpler for Users
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24
Dineout
eMsys Solutions
Connecting Diners to the Best-in-the-City Restaurant Discounts and Deals
Delivering Innovative IT Services
32 Quest Global Technologies Yeilding Excellence through CRM Solutions
A aRr Tt iI cC l Le E
16 Tech CRM Dynamics of Artificial Intelligence in Customer Relationship Management (CRM)
28 Business Simplified CRM Systems Enhancing Business Operations
Editor-in-Chief Sumita Sarkar Deputy Editor Abhishaj Sajeev Managing Editor Darshan Parmar
sales@insightssuccess.com
Assisting Editor Ananda Kamal Das
AUGUST, 2021
Contributing Writers Sayali, Devyani
Chief Designer Priyanka Rajage Designing Head Vishal Pawar Co-designer Rashmi Singh
Operations Head Megha Mishra
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Company Name
Management
Brief
DaeBuild Real Estate CRM Software
Sachin Mehra Founder
DaeBuild is an end to end sales automation and customer management software for real estate builders and developers in India
DigitalCRM
Hema Chawla CEO
Dineout
Ankit Mehrotra Co-founder & CEO
Emsys Solutions Pvt. Ltd
Quest Global Technologies
Mr. Rajeshwar Chaudhari Director Mohit Sood Director and Negotiator-in-chief
DigitalCRM is an open source, customizable, easy-to-set up CRM software
Dineout is India’s largest dining out and restaurant tech solutions platform in the B2C and B2B fronts
eMsys SolutionsPvt. Ltd. is a specialized and innovative software development company incorporated in 1990
Quest Global Technologies provides a quality-driven approach towards software and mobile app development
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Enhancing Real Estate Sector with Soft Tech
T
he world is undergoing major changes as the pandemic has kicked in with full power. It is redefining the aspects of real estate developers and builders. At this moment, where the world is changing drastically, it is important to embark on the sales and marketing journey. With the convenience of mobile platforms for builders and property buyers, it has become easy to automate services. While searching for such exceptional companies, we came across DaeBuild CRM, a company that is encouraged by the flexibility of real estate builders and for passionately adapting to digital skills like Lead Automation, Property Buyer App, Post Sales management, Broker platform, Lead Routing, Builder App, instant documentation and much more.
With DaeBuild Mobile App, business developers can stay linked with their network partners and customers constantly. It allows land buyers to direct leads, track follow-ups, get contact to real-time supply status, block units, track client accounts, engage with their consumers, and much more. Following are the highlights of the interview.
About the Leader:
Describe about your company in detail. Daemon Information Systems is an enterprise software company. Its strength lies in building enterprise business systems like ERPs, CRMs, supply chains, E-commerce systems, business apps with strong back-end engineering. With a thrust on business process automation, the company has continuously kept evolving, keeping pace with technology and customer needs. Our flagship product, DaeBuild CRM is a sales automation tool for real estate builders offering them, an easy and convenient tech to manage sales and customers. Today DaeBuild CRM is serving 100+ builders spread across India and has started offering solutions to builders in Africa and Thailand. What made you venture into the CRM Space? DaeBuild CRM emerged with the idea to digitally integrate real estate developer and the property buyer thus creating an organized sustainable relationship. We stem from a strong belief that technology plays a crucial
Sachin is a self-starter and carries a hunger for innovation. He is passionate about technology and is enriching real estate sector with soft technologies. With the ground experience of over 23 years in diversified areas of the IT Industry, Sachin has been instrumental in building Daemon Information Systems as one of the prominent enterprise software development companies, which specializes in offering software solutions to real estate builders and developers pan India. Sachin founded DaeBuild CRM in 2010 with a mission to trail-blaze the CRM movement for builders in India. He believes that technology can play a pivotal role in building trust and bridging the gap among core stakeholders in the real estate sector builders, property buyers, and brokers, thus creating an organized sustainable relationship. With vigour and steadfastness, Sachin has continued to penetrate technology in the ever-changing dynamics of real estate in India and is determined to create value for builders and property buyers.
AUGUST 2021 | 10 | www.insightssuccess.in
India's Most Trusted CRM Companies-2021
Sachin Mehra Founder
AUGUST 2021 | 11 | www.insightssuccess.in
What kind of offerings do you provide to your clients? DaeBuild CRM is an end-to-end presales and post-sales automation solution for real estate builders offering lead capturing and management, booking, accounts, document automation solution. It also offers a white-labelled mobile platform for a transparent exchange of transaction data across the stakeholders of a real estate company i.e., the builder, its channel partners, and the customers. DaeBuild CRM Tech stack includes an integrated, White-labelled builder app, broker app, and buyer app on android and iOS platforms. Its core modules include Lead and Quote Management: Auto Lead Capturing and Routing, Sales Pipeline, Campaign Management, Cloud Telephony. • Booking and Sales Accounts: Unit Inventory, Bookings, Revenue, Auto Invoicing and Payment Tracker • Customer Accounts: Customer accounts, GST compliant, Interactions • Legal Documents: Design legal documents, Generate, Store, Email • Broker Management: Design Plans, Payouts, Reward
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What kind of challenges have you faced while entering the CRM sector? As we specifically cater to real estate developers and builders, we would like to talk about two key challenges, first challenge was to have a CRM with a universal business process that is
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At DaeBuild CRM, our focus is on building intuitive and innovative tech to create a more enriching relationship between property buyer and a real estate developer. DaeBuild CRM would certainly stand at the vanguard of the PropTech movement in India
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role in building trust and transparency among core real estate stakeholders – The builder, broker, and the buyer.
adaptable and scalable to the diverse needs of Indian real estate builders. With a strong thrust on research in understanding Indian real estate processes, we have evolved as a CRM, which is now widely used across India and is compatible with the sales process of Indian real estate builders. The second challenge we faced was to penetrate the technology in this segment where each stakeholder – the builder, the buyer and the broker is on the same mobile and web platform exchanging the same transaction data with absolute transparency. We are witnessing huge traction in this area where builders are more open now and want to offer a contactless experience to their customers. AUGUST 2021 | 12 | www.insightssuccess.in
Where do you envision your company to be in the long run and what are your future goals? How do you plan to embrace the changes happening in your industry? DaeBuild would trail-blaze the CRM Software movement for real estate builders in India and would strive every day to design and develop cutting edge CRM technology. At DaeBuild, we focus on how our CRM Technology can create a customer-centric culture for the builder. Every business intelligence, analytics, and automation that we build is designed with the focus to enable real estate developers to build better customer relations, retain customers, and excel in sales growth. At the same time offering agility and adaptability to meet the ever-changing needs of developers. What is the current industrial scenario of the Indian CRM space? In the last few years, we have seen good adoption of tech in real estate. The pandemic has further re-defined the situation where many small and medium real estate builders are awakened to the power of digital automation and technology. PropTech companies need to have a very strong grasp of the real estate problem from a micro perspective and then bring in tech expertise, agility, and adaptability to transform the problem into a usable tech solution.
DigitalCRM Making IoT Simpler for Users
igital customer relationship management is the use of Internet communications channels and technologies to enhance customer relationship management (CRM) and customer experience management (CEM) initiatives.
D
relationships with customers as they are given individual attention. CRM applications go a long way in giving customer a unique personal approach that enhances customer retention and loyalty. So, it is a must to implement a CRM system for all companies.
An important goal of digital CRM is not only to provide an organization with a clear picture of each customer's habits and preferences, but also to make personalization and automated messaging easier. The term digital CRM is often associated with the Internet of Things, a scenario in which computer processors capable of sending and receiving data are embedded in everyday objects.
What kind of offerings do you provide to your clients?
In an interview with Insights Success, Hema Chawla MCA shares some valuable information about the dynamics of DigitalCRM. Following are some excerpts from the interview: Describe about your company in detail. DigitalCRM.com is a software development company based in Delhi and has been providing custom CRM software and web development solutions to clients based across the world. Over the past 10 years we have completed over 1000+ web development projects successfully.
The features and functionalities of CRM solutions vary from a simple database application to advanced full house applications that integrate the inventory, sales, marketing and other departments in the organization. What kind of challenges have you faced while entering the CRM sector? The kind of CRM software relevant to each business establishment can accurately be judged before starting the project. After carefully reviewing the features and functionalities of company. Defining the business strategy is essential to successful CRM software implementation. Where do you envision your company to be in the long run and what are your future goals? How do you plan to embrace the changes happening in your industry?
Brief us about the featured person and shed some light on his/her professional tenure.
As most industries pivot towards a digital future, the use of CRM is on the rise. We plan to add more features in the CRM Software that will enable better customer interaction with the company.
Hema Chawla - MCA, has over 8 years of experience in web development. She is an expert in developing websites and integrating data from various back-end services and databases.
What is the current industrial scenario of the Indian CRM space?
What made you venture into the CRM Space? CRM is the most important component amongst enterprise applications. CRM enables long lasting business
Indian CRM space is now shifted to SaaS i.e., software as a service business model. SaaS CRM is the customer relationship management application that can be accessed through web. A SaaS CRM solution does not require any additional software to be installed at client end to access the application.
AUGUST 2021 | 14 | www.insightssuccess.in
India's Most Trusted CRM Companies-2021
Dynamics of the Global CRM Industry CRM implementation benefits the company to integrate Sales with Marketing, Customer Service, Support, and Accounting for a holistic customer view. It results in increased productivity by automating key aspects of the sales cycle. Maximize team selling effectiveness with advanced sales tools and resources. Management can make informed, profitable business decisions based on accurate visibility into the sales pipeline after implementing CRM Solution.
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Defining the business strategy is essential to successful CRM software implementation
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Hema Chawla, MCA
AUGUST 2021 | 15 | www.insightssuccess.in
Tech CRM
AUGUST 2021 | 16 | www.insightssuccess.in
Dynamics of
ARTIFICIAL INTELLIGENCE
in Customer Relationship Management (CRM)
A
rtificial intelligence is all over the world. It is the fastest growing platform of all times. It has a huge impact in day-to-day life. Finding a song online to a Vehicle without a driver, AI is everywhere. Businesses have included AI for better management. It lessens the effort of technical things such as data collection, customer support, and process automation.
AUGUST 2021 | 17 | www.insightssuccess.in
The use of CRM is growing, and it is difficult to keep up with the trends with critical competitive market. Standing out from the crowd is not a simple task, but with AI it becomes a little easy for companies to be unique. All big companies use CRM for better understanding of technologies. AI assists businesses to gain new customers and keep the old ones happy. With changes in one hand and technology in another, AI will prove to be an amazing support to CRM. Combining AI with CRM will give more personalized and productive customer information in business. Let's see few useful points, which proves CRM and AI is one of the best blends for the growth of business. Simplifying Tasks There are many developments in the CRM world like face, text, and voice detection. In this, voice functionalities top the list. Work gets simplified when AI techniques help businesses to do extra work in less amount of time. AI-powered CRM, like salesforce's Einstein, enables organizations to get information by voice command from simple to complex data. AI based CRM can study different scenarios where it can distinguish between most successful deals and failed deals. AI algorithms can find history of the client's interest, which makes it easy for the business to concentrate more on marketing where it is necessary. Segmenting customers becomes easy.
AI would not take jobs of people but will increase productivity amongst the teams. AI can help you in gaining customer recognition in no time. Eventually, AI will be able to understand customer behavior better. IoT in CRM IoT in CRM is the future of customer services. IoT is considered to be one of the main drivers of CRM as it will give a huge lift to CRM. It works better for driving sales, organizations, and improving customer satisfaction. One example of such combination is the ability to analyze information generated from connected devices, and if any issues are reported it even fixes them remotely. As everything is connected to internet, IoT in CRM will be able to automate its services and solve the hurdles by solving customer problems quickly. It could be IoT analytics that can be used to determine patterns of big and small data. IoT is a game changer for marketing because it collects useful data from various AI technologies, and it can be transferred to other systems quickly. Increase of Mobile in CRM Mobile CRM gives full CRM capabilities on every device that are connected to the network. Giving services to access anytime on mobile or tablets, the CRM is going to only flourish. An increase in mobile CRM
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use means increase in more accurate information, better customer experience, and eliminating the need to learn new software. Digital presence is more accurate in the present and it will be more precise in the future. Mobile phones being available almost everywhere makes world easy for everyone. CRM will be on boom when everyone starts using AI technology related services. Having said that, it would be easy for industries to use this technology as a ladder to their success. Future will bring bigger changes for AI in CRM because people will learn more about customer behavior and service providing. Although, CRM is not talked about much and is not on a boom right now, it will grow in the fast-paced environment once every company starts using AI in its day-today operations. Businesses are already taking help of AI for better evolution. Setting a trend is important and thinking out-of-box is also important. Choosing better tools to use in CRM that suits your professional needs will make your business more efficient and powerful. The future is yours to grab with the exceptional technology of AI. - Sayali Sangewar
Connecting Diners to the Best-in-the-City Restaurant Discounts and Deals
Ankit Mehrotra Founder and CEO
AUGUST 2021 | 20 | www.insightssuccess.in
India's Most Trusted CRM Companies-2021
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Our different modules are designed to help restaurants improve their everyday operations
digital valet, digital payment, digital feedback, Campaign & Loyalty management module, POS & SCM system to a network of 50,000 restaurants. We cater to both sides of the industry. Customers can enjoy offers while saving through our table reservation platform while restaurants can run their operations smoothly with our 360-degree restaurant solution management.
Whenever he visited India, he felt the gap of a platform where one can search for restaurants and reserve a table to avoid any hassles later. The cofounders of Dineout, who are also reallife friends, would always end up meeting at a select few places every time without getting a chance to explore the new eateries. That is how the idea of changing the dining-out scenario in India cropped up.
One of our USPs is the cashback customers receive upon paying through our payment feature called Dineout Pay. In addition, to cater to a niche segment of diners, our premium dining membership - Dineout Passport, allows the food lovers to explore luxury and fine dining restaurants offering 1+1 on Buffets at 200+ top restaurants and minimum 25% off at 2000+ restaurants, including chain outlets and 500+ 5-star hotel restaurants.
During the initial phase, the company also went through a trial-and-error phase just like any other business. They realised that people use a table reservation app 3-4 times out of 10 when they are dining out, and this is especially around special occasions or when they are fine dining.
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n this exclusive interview with Insights Success, lets learn about Dineout and its journey throughout the industry. Through this interview, let's explore the various offerings, and services it provides to the customers, along with its plans. Following are the highlights of the interview:
We achieved a milestone when Times acquired Dineout in 2014 and post that there was no looking back. In August 2015, the firm acquired restaurant management solutions startup inresto Services Pvt. Ltd as well which is now our main B2B offering for the restaurant industry. In 2018, Dineout acquired Torqus, a cloud-based pointof-sale (POS) firm.
Ÿ Describe about your company in detail. Dineout is India's first and largest dining-out and table reservation platform processing more than 40Mn diners with a strong presence in 20 cities with a network of 50,000 restaurant partners. With our mission to make restaurants profitable, our B2B arm inresto is the restaurant tech solutions platform that offers both front-end and back-end solutions like online reservation app, digital menu,
Ÿ Brief us about the featured person and shed some light on his/her professional tenure. Ankit Mehrotra is the Founder and CEO of Dineout. Prior to this, he was an investment banker in the UK. Ankit lives by the mantra 'Hakuna Matata,' which means don't worry. Going by the same ideology, he took up the courage to leave his high-paying job eight years ago to return to India and bring his dream come to life.
I
AUGUST 2021 | 21 | www.insightssuccess.in
That is when they explored the market a bit and came up with the payments feature with cashback, popularly known as Dineout Pay. Evolving further in business and having a restaurant first approach, Dineout extended its services to their partner restaurateurs by offering them an endto-end, plug and play product suite, a one-stop solution for managing a restaurant from anywhere. Ÿ What made you venture into the CRM Space? We all know that 'Customer is King.' Any company servicing its customers must know their needs instead of telling them what they want. With stiff competition, today, understanding your customer and offering them services or products that can ease their life should be the fundamental rule. As an industry leader, inresto by Dineout has always been at the helm of helping restaurants. The food industry is customer-centric, from cuisines, drinks, ambiance to the overall service, it should be a
satisfactory experience for them. Therefore, we aim to provide restaurants insight into their customer behavior that can be utilized to better their services and offerings and create a personalized experience. With detailed insights like customer buying and spending behavior, a restaurateur can leverage it to run offers and campaigns to widen their loyalty base and increase repeat customers.
Ÿ Where do you envision your company to be in the long run and what are your future goals? We aspire to be prominent in international geographies as a partner whose products and solutions always bring about more efficiency in the restaurant operations while being ahead of time. We have already started in the middle east and currently, we already have established a solid clientele in Saudi Arabia, Dubai, and Oman as well. Soon, we are looking to expand in South Asia and Australia.
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Ÿ What kind of offerings do you provide to your clients? Our different modules are designed to help restaurants improve their everyday operations. inresto's Guest and Reservation and DineIn module helps restaurateurs understand their customer behaviour like table preference and order preference. The feedback module is designed to get digital and instant feedback from the customers, which helps negate any negative feedback in the digital universe while allowing restaurants to act upon them instantly. The gathered information can be used to run personalised SMS and Email campaigns through our campaign module in a cost-effective manner.
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The journey so far has been amazing; we are constantly growing and evolving and will continue to do so in the future
With regards to the product, we will continue to innovate and provide the latest tech products to the restaurant industry and always help our partners be more efficient and profitable. Ÿ What is the current industrial scenario of the Indian CRM space? The current CRM space in India has evolved many folds. It is not restricted to customer databases now but revolves around SaaS-based platforms and social media with the advent of technology. There are integrated solutions that provide a 360-degree solution to the customer insights like emails, SMS, social media reviews and messages, chatbots, and more. We can say that CRM is about customer reviews today and about the whole experience and engagement.
The world CRM market is expected to grow at a CAGR of 10.6% by 2028. There is a rising demand for automated and quick engagement with the customers while improving the services. Factors like these are the key driving force behind the increased demand for CRM solutions across the industries. Ÿ Is there any sort of additional support you offer the clients with alongside software solutions? inresto is a bouquet of services for the restaurant industry. Our solutions fit every need and criteria for their day-today operations along with their growth. Some additional services that we offer to the restaurants are: Ÿ Our Contactless Dining Suite is specially curated to help restaurants operate smoothly during the Pandemic while maintaining the social distancing norms. Ÿ inresto marketing solutions include Paid Marketing on social media platforms, professional photoshoots, Search Engine Optimization, and Creative designing. Ÿ Equinox labs accreditation for enhanced hygiene certification of our partner restaurant. Ÿ StaqU's video Analytics services to help keep a tab on all the activities going on in the restaurant.
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India's Most Trusted CRM Companies-2021
Delivering Innovative IT Services
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ealers, as well as enterprise level organizations in automobile sector, have faced many problems with delivering the best level of management and customer relationship management that they used to deliver before the pandemic interrupted the flow of the IT companies. In search of India's Most Trusted CRM Companies in 2021, based on the current needs of the IT companies, we have come across the eMsys Solutions Pvt. Ltd. It is the IT solution company that provides outstanding DMS, and CRM software designed according to the today's needs of the IT sector.
specializes in software applications development with innovative IT solutions. The company has extensive experience by effectively serving various clients in India, meeting their needs from small and medium enterprises to multinational corporations. eMsys involves research and development use in web development, mobile applications and integration, programming, along with testing and consulting. The company has worked with clients across industries for distribution including government and public sector organizations, insurance sector, travel agencies, retail, finance, and hospitality.
eMsys is also developing solutions like Web Based Spare Parts, Web-Based AutoNet DMS, Manufacturing ERP, Pharma C and F agents ERP Solutions, and Inventory Management Solution that add value to the company's services.
eMsys has complete software development and maintenance centre in Nashik and Pune, and Sales office in Mumbai.
Dynamics of eMsys The company was founded in 1994, with the aim of automating workflow at dealers and automotive industries in both small and medium enterprises. The company focuses on converting business ideas into well-defined solutions and deliver customized solutions to its clients. eMsys
A Dynamic Leader Mr. Rajeshwar Chaudhari, Director at eMsys Solutions Pvt Ltd, have vast experience of 4 decades in designing technology products for Automobile Industry. The journey starts from designing application in DoS Based Platforms to complete web applications.
Mr. Rajeshwar has worked keenly on implanting key solutions for Automobile industry (Tractors, 2 wheelers, 4 Wheelers, Spare parts etc). He is also one of the key members of technological transformation programme for Auto Dealers in India. He has plan to help upcoming EV industry companies and dealers to set up cost effective IT eco systems as per current market need. The company made its venture into CRM space, for the need of a technologically advancement and costeffective solutions as it is need of an hour, vast experience in auto Industry, Easy UI and UX, and Automation enabled CRM are very few in Indian market. Offering for its clients The company provide variety of offering for its clients in IT solutions like, to track a record of organization, smooth sales cycle, and service cycle, increasing customer program, increasing satisfaction level form client, provide technical support. The company have four main products that company offers to its clients, which are WagonAlly, AutoNet DMS, Bridging Solutions, and Furniture CRM.
AUGUST 2021 | 24 | www.insightssuccess.in
Mr. Shyamal Karmakar Founder
Mr. Rajeshwar Chaudhari Director
WagonAlly The key feature of 'WagonAlly' is that Integration with your DMS, Get Consolidated Data Branch and Location Wise, Record Client Communication, Android app integration, Notifications and alerts, Daily Reports, Dashboards and Analysis.
informative reports, third party integration, mobile interface for enquiry, and job creations.
data to other applications bridging solution ensures right data is transferred.
Bridging Solutions The 3rd product is 'Bridging Solutions', its key feature is that it mainly focuses on bridging the data from the Autonet DMS solution to company portals.
AutoNet DMS The 2nd product is 'AutoNet DMS' its features are complete automation and integration of all modules, flexible and scalable, cost effective to optimize the clients IT investments, powerful and
The main objective of this solution is to save repetitive work and the time of people working in the dealerships.
Furniture CRM The fourth product is 'Furniture CRM,' and its key feature is that this CRM is developed for furniture dealers who can easily track and maintain the leads into a very systematic way. The CRM is very helpful for sales and the top management. This CRM is enabled with the latest technology features which makes it very easy for the sales team to work on and the management gets the desired results.
It ensures that the clients time and cost is being saved. While transferring the
AUGUST 2021 | 25 | www.insightssuccess.in
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to develop specific format to import a data, and automatic data transfer their company DMS to clients CRM.
eMsys focuses on delivering customized solutions to its clients by converting business ideas into well-defined solutions
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Shreyasee Karmakar Director
Client can maintain their leads at one place and know the status of every lead on the Go, the CRM solution also helps the management to understand the productivity of the sales team. The company has faced multiple challenges while entering the CRM sector, some of the measure factors were - defining clear objectives, choosing the right system, budget and profitability, and consistency of communication. Vision to succeed The company has vision for its long run to succeed its future goals and had accordingly made plans to embrace the changes happening in the industry. eMsys Solutions will collaborate with company level DMS for a future electric vehicle (EV) segment, will have standardize and codify key software project concepts and terminology, and a plan to embrace the changes happening in the industry like Android application, IOS application,
To succeed its future vision the company has planned its upcoming solutions that will add value to its automobile business solution like Web Based Spare Parts, Web Based AutoNet DMS, Manufacturing ERP, Pharma C and F agents ERP Solutions, and Inventory Management Solution. Web Based Spare Parts The Web Based Spare Parts is being developed for the spare parts dealers and distributors. It is a complete best solution enabled with latest features and analytical tools, which will help the dealers to synchronise their business more effectively on our solution. The solution will have the inventory management and accounting related to this, and a detailed reporting structure is being designed, which will make the life of the management very easy. Web Based AutoNet DMS The Web Based AutoNet DMS is the web version of Autonet DMS. Company firmly believe that the Auto next will play very important role in the DMS segment it will not only help the dealer to grow their business but also be a supporting backbone of growth. It will be equipped with all the latest features. The company is also planning to come up with a multi-language reporting and communication option from Autonet.
This ERP is being developed by keeping in mind the constantly changing requirements of the modern industry. The solution will cater manufacturing industries from various sectors. This will be integrated soon and would be designed keeping in mind the evolution of industry 4.0. Key features of Pharma C and F agents ERP Solutions is that it is being designed by keeping all the aspects of wholesale and distribution market for the pharma dealers in mind. Its features include Pharmacies Accounting, Billing, Inventory, Barcode, and Complete Pharma shop management. Key Features of the Inventory Management Solution is that it has all the latest features of artificial intelligence and the detailed reporting structure, and it will make the use of solution, easier for the end user. It consists of all the models in one, that user will would associate with the inventory management solution. The voice assistant feature also plays key role in this sector. Its features aslo include Accounts integrated and Provision to Connect RFID module for Tracking. The current industrial scenario of the Indian CRM space is, the Basic Customer Database, Advent of Email Automation, Inside sales, Telephony and CRM, and Mobile CRM – Enterprise to Personal that are very well provided by eMsys Solutions Pvt. Ltd.
Manufacturing ERP The company is about to come up with manufacturing ERP, which will have the competitive edge in today's world.
AUGUST 2021 | 26 | www.insightssuccess.in
Systems CRM Enhancing
Business Operations C
ustomer relationship management systems have gained a lot of importance in very short time. The system has become an extremely important part of the corporate sector. CRM systems have become like a lifeline for companies. It allows the businesses to organise the things like customer data, daily tasks, history of the client, etc. It is a cheat sheet to access information like project details, email communication, contract, orders, sales, and every other thing related to business at one place. The system automates the tasks like reminder emails, asking for customer's feedback
or reminding the customer to complete a purchase. These automated tasks help employees of the company to focus on the important work instead of the tedious tasks. CRM system helps the organisations to stay connected with existing and new customers. It also improves the profitability of the company and streamline the processes. The system is enhancing businesses and helping them to stay on top. The different ways by which, CRM system is helping organisations to avoid wasting time and utilise their employee's time for growth are listed below.
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Business Simplified
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Enhance Marketing Process CRM system majorly helps in marketing about the services of company. Whether the company provides B2B or B2C solutions, through CRM maximum clients can be reached. In the system, all the information of existing customers is stored, which helps the company to reach those customers and make them aware about the company's new services. The new customers can also be reached by sending them automated welcome emails and invitations. Through reaching the potential customers, CRM helps in enhancing the marketing process. Build Sustainable Relations CRM helps in deeply understanding the customer's history and gives them an entire view of the customer. This builds a strong relation between the company and its customers. In CRM system, the companies can store the preferences of its customers and keep a record of it. These records help your company to serve the best to your customer, the next time they make a purchase or use your service. Providing this personal experience to the clients will make you stand out of the competition. It will also help the company to gain trust of its customers. Centralised Customer Data Organization CRM system stores the data of all the customers at one location. All the employees have access to this system, so that no one misses out on the loyal customer of the company. The data in CRM is well organised and sorted, which helps in reaching the customers easily.
Studying the history of your customer builds stronger relations. These relations help the company grow faster and smoother. The organised data helps employees as they do not have to search at numerous locations for a particular customer. This reduces the tedious task and makes their work easy. Keeping the employees and customers happy at the same time helps a company expand. Improve Customer Retention According to a study by Capterra, 47% users of the CRM system claimed that customer satisfaction and retention was significantly impacted by the use of CRM system. The system not only helps in organising customer's data and reaching them, but also helps in tracking the actions taken by them. It helps in taking follow-ups from customer, generate personalised birthday wishes for customers, and retain their attention by sending a reminder mail to make them complete a purchase of your service. Sales Information Tracking With CRM, the employees can track each of their sale. They could track if their customer made a purchase, just visited the website, added a product in cart, or stopped the purchase while making payment. Tracking a sale helps the company understand their customers and analyse their challenges. The company can send an automated mail to the customer asking what made them discontinue the purchase. The companies may also send a feedback form asking the customers to rate their experience and mention the challenges faced while making a purchase.
Improved Inter-departmental Communication All the departments of the company have to work together in order to serve the best to their customers. The sales team, development team, customer support team, and all the other teams can work together with the help of CRM systems. This helps in converting a prospect into a loyal customer. Co-ordinating with other teams become easy with CRM system as all the departments have the access to entire system and can track every customer. This improves communication between departments and helps them work together. Management of Daily Tasks The features provided by the CRM system helps the employees keep a track on the tasks assigned to them. Through CRM, managers can easily assign tasks to the employees to ease the workflow. As the company grows, number of employees also grow. CRM keeps the track of all employees and customers to keep the company updated of every task or sale. It helps the companies stay organised. CRM systems are best to reach the targeted clients. It also keeps track of a company's growth. It enhances the customer satisfaction while strengthening the relationship between the company and its clients.
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Devyani Sharma
India's Most Trusted CRM Companies-2021
Quest Global Technologies
Yeilding Excellence through CRM Solutions
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xpanding businesses before the inception of CRM was a lot more hassle than it is today. CRM solutions with its roots in personalized optimization, gives businesses increased profitability and reach as the client-centred business technology improves the customer's experience by lengths, which results into them making lifetime business relations with the organization. Providing such cutting-edge CRM solutions is Quest Global Technologies an award-winning company. Headed by Mohit Sood as the Director and Negotiator-in-chief, the company is situated in Indore, Madhya Pradesh. In the following interview we explore how Quest GLT successfully assisted many big corporations to increase their efficacy and improve their customer relations through technologies like blockchain, and salesforce, etc. Describe about your company in detail. Quest GLT was incorporated in 2013 and is now India's leading software consulting firm. Our software services have become the backbone for innumerable Billion Dollar Organizations. We provide a quality driven approach towards web, software and mobile app development via ERP and CRM. We offer wide range of software services to our clients looking for customized software solutions. We are a one stop destination for all your software requirements. Our dynamic approach and vibrant work culture provide
enthusiasm to every member of our team. We use collaborative technology to transform our clients' ideas into innovative websites, software, and designs. We at Quest GLT believe in delivering quick and efficient IT solutions to help you scale up your business effectively. We believe in long-term partnerships and all our clients have been with us from start to finish. Whether you have your ideas or want to validate an idea, we are always there to help you. Our ready-to-use solutions are robust yet simple to use and have very fast turnaround times. Since the systems are already tested and already used by several clients, you do not have to worry about technology! We are trusted advisers to our clients. We believe in tailoring our services to meet the specific needs of our clients. We deliver complete client satisfaction because of our result driven and time bound strategic approach. Our team of professionals have experience and unparalleled expertise in all the essential sectors. What made you venture into the CRM Space? The world is changing and so are the needs of the businesses. In order to cater to the needs of these growing businesses and help them acquire and retain their customers to stay ahead in market, it is very important for a business to understand their client. Today in this digital world there are multiple platforms from where you can get customers, but the important part is to maintain a long-term relationship with them. This is only
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OUR READY-TO-USE SOLUTIONS ARE ROBUST YET SIMPLE TO USE AND HAVE VERY FAST TURNAROUND TIMES
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MR. MOHIT SOOD Director and Negotiator-in-chief
possible if the business has all the insights about their customer like purchase history, purchasing pattern, purchasing power etc. Therefore, to fulfil this requirement and to make even the small businesses grow bigger, we decided to put in our decades of experience to create such tools that manage everything from lead qualifications to deal closures. What kind of offerings do you provide to your clients? We provide customized, highly engineered, and most effective solutions to our clients from the respective industries such as E-commerce, Education, Finance, Healthcare, and Real Estate. We have deep knowledge of implementing various end-to-end projects, spread across industries. Since its inception, we have been delivering automation solutions to clients across the globe. We have served awardwinning global giants and assisted them in fulfilling their concept, cryptocurrency setup, salesforce customization, ERP implementation, CRM, mobility solutions, gaming applications, and we have mastered them all. Our experts guide you throughout the entire project to save operational costs and maximize returns. What kind of challenges have you faced while entering the CRM sector? While entering the CRM sector we realised that most of the
A Staunch Leader Quest GLT is headed by its dynamic Director and Negotiator-in-chief, Mohit Sood. An MBA from Birmingham City University UK. He is known for his number-crunching and reading between the line skills. An entrepreneur by heart, he successfully set up a transport company and now leading IT consultancy to enhance the automation initiatives in various sectors. He spearheads the company's operational activities and government-based projects. Previously, while handling the finance and operations of various companies, he developed a holistic view of bottlenecks and operational problems faced by organizations in the sector. Such hands-on experience is crucial to the company's ERP & CRM Automation Solutions which has helped various private and government organizations including Indian Aviation Academy (IAA). His inclination of using Blockchain technology, Artificial Intelligence and Data analytics in the company's existing CRM solutions for securing the business processes will make an organization more competitive, secure, and reliable.
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MR. ALOK AGRAWAL Co-Founder & Director
MR. ROMIL JAIN Co-Founder & Director
business organizations were still using the traditional methods and techniques of pursuing prospective clients. They were focusing more on getting new clients rather than retaining the existing ones. Many small businesses were not ready to automate their processes as they thought that it would be a very expensive affair and only the big businesses could afford the automation. Also, in some instances employees were reluctant to any changes in their existing scope of work or adoption of new technologies. Where do you envision your company to be in the long run and what are your future goals? How do you plan to embrace the changes happening in your industry? The world is becoming digital and the way of doing business has also transformed, especially after this pandemic. It is the need of the hour for every business whether big or small, to retain & acquire new customers. Keeping this in mind and the kind of solutions that we have developed to overcome this existing problem we feel that our company would also grow and prove our tagline to be their 'Partner in Success'. We see that there is a great scope of Artificial Intelligence (AI) that can be integrated in our existing solutions to provide more precise insights about the leads and customer behaviours which could be the game changer for closing the deals.
IT industry is all about 'Innovation' and finding a right solution to deal with the current challenges that various industries are facing. With our adoption to new technologies such as Blockchain & Artificial Intelligence we believe that we will be able to serve the changing needs of the industry and will have the fast mover's advantage as well. What is the current industrial scenario of the Indian CRM space? The concept of CRM is growing rapidly in India and will continue to grow and evolve in the upcoming years. CRM platforms are playing a vital role in India's market space now more than ever because of the integration of artificial Intelligence, machine learning and analytical platform in CRM. With this technological advancement CRM tools can now help your business know your clients better, increase customer engagement, give better analysis, and help in managing data efficiently. Another advancement in CRM platforms is its incorporation with social media. It is now allowing organisations to easily connect with the customers and build brand awareness and is also helping to discover potential clients. CRM Platforms are now being considered one of the biggest software markets in India and also in the world.
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