CRM Center Of Excellence

Solutions that Customers Love

​Classic CRM solutions

• Sales model for maximization and control over the bidding, ordering and selling
• Organizational and configuration catalogue management – building a dynamic configuration for the product during the call with the customer
• Service model – managing call centers for a full service including managing calls, collection, escalations, correspondences and SLA
• Field workers management module – assigning technician for a task and following the work. Including link to mobile

Complementary CRM solutions

• CCA – unified desktop – improving service quality at the multi-channel call centers, systems and platforms
• Social CRM – monitoring the social media activity and leveraging it to the business activity and improving the service to customers who are physically present and those who are in the social network
• Portal for external target audiences – a portal for customers (customers, partners, agents, suppliers or any other external population) with the CRM platform. The portal is a complete business module that includes a self-service website and access to the CRM, identification and authorization as a full service to the CRM customers
• Campaign manager – a solution for running and distributing campaigns in a variety of online channels (SMS, email, fax, WAP, voicemail, etc.)
• Contact center – a package of solutions for running a dispatch that includes IVR, CTI and ACD interfaces, knowledge management, call scenarios, etc
• Membership club and loyalty solutions – a system for running a membership club, meant for managing the customer through the membership process and following their purchasing habits
• Brain-i – managing knowledge at the call center – a solution developed by matrix,for knowledge management at the call center, based on SharePoint 2010 and supplies support for knowledge management surrounding the customers’ world
• CDI – Customer Data Integration (customers MDM), running “one source of organizational truth” for the customer’s data
• RTD – Real Time Decision, real-time recommendations for optimizing the Up Sale and Cross Sale processes
• Advanced solutions for customer search, including morphological searches
• Integrating voice identification in the CRM processes
• CIM – Common Information Modela - designated computer system for management, improvement and control over the legal processes and collection procedures in organizations. Based on Dynamics XRM

xRM solutions:

• Dynamics service desk – managing an intra-organizational support formation (IT help desk). supports the ITIL and ITSM standards.
• Appointments module – making appointments at the physical branches of the organization.
• Managing public queries – a system that answers to the demands of the freedom of information law and enables the management of the public queries with full transparency.

Services

• ​Business and technological research and consultation related to the CRM perception
• Assistance in creating the organization’s CRM strategy
• Development, implementation and establishment of CRM projects in the organization
• Organizational architecture for the xRM platform and shared infrastructures
• Conversion/immigration/development of the organization’s systems into the xRM platform
• Establishing a knowledge management for the sales/service dispatch
• Building supportive analytical models for the CRM project

Methodology

​The sure-step methodology for managing the whole Dynamics CRM project lifecycle

The sure-step methodology is the official Microsoft methodology for implementing Dynamics projects.

Characterization methodology and xRM implementation

The center of excellence had developed and applied a designated xRM characterization and implementation methodology, which includes aspects of establishing a business information scheme, customizing it to xRM, business laws and processes and interfaces and loadings.

Social CRM do and don’t

The Matrix methodology helps the organization to locate the proper business scenarios for work with social CRM and also offers a process for realizing these scenarios.

Training and assimilation methodologies for CRM projects

In order to guarantee correct, unified, effective and efficient usage of the different systems, and to allow the reception of technological innovations, professional changes and strategic arrangement, while reducing the users’ resistance, the project will be performed in accordance with an orderly methodology.

The five-step methodology for improving performance at the sales/service centers

The five-step methodology is a tool for observing and identifying the desired improvement centers in the organization in order to achieve maximum performance efficiency and improvement over the EPSS discipline.

Points of interest

• Assimilation of CRM projects and dispatch performance improvement as part of the training and assimilation service.
• The EIM center of excellence, which handles the conversion/unification/improvement of information towards the CRM project.
• The SOA & EI center of excellence provides a base infrastructure for realizing multi-channel solutions and the required interfaces for the CRM solution.
• Building intra-organizational PaaS over the xRM platform within the Matrix blueprint for establishing a private cloud.
• The implementation of CRM over a cloud or realizing the B2B2C with CRM solutions at the Cloud Computing theme center.
• Establishing a SharePoint-based customer documents archive at the Content, Knowledge & Portals center of excellence.
• Braini – management of support knowledge for the organization’s sales/service processes.
• Mobile solutions for field workers at the Mobile center of excellence.
• Customer analytics as part of the Dynamic BI center of excellence.