CRM

Connect and engage with your members

Have multiple databases, is your contact information for your members hard to manage?

Managing all of your member contact information can be a nightmare or simply not being able to keep track of member information and engagement is another major problem for associations. CloudCentre now employs an association management solution that runs on the cloud, reducing your running costs, administrative time, allowing to focus your time where needed; on your members.

The CloudCentre member database is a totally integrated ‘Customer Centric’ Member Database, Financial and Web platform allowing you to run your entire business using one application and one database that will provide you access to accurate and live data to deliver organisational Predictability, Profitability and Professionalism!

With extensive CRM functionality throughout the application ensures your members are able to be serviced at any point of your organisation, also allows staff to work better together with employees, partners, and members, even from different locations, different devices on the cloud while having 24/7 access.

Build a comprehensive view of all your members. Personalise every interaction and tailor your messages to individual member needs and interests or segment groups of members. 

  • Track all your customer information and interactions in one place, anywhere.
  • Get a complete view of your members and customise lookups for intelligent searching.
  • Keep track of all your interactions you have with your members, across all channels.
  • Record sales and service history so you have the information you need to provide exceptional service and support
  • Report on all member engagements

 

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Progressive organisations understand that to succeed in today's competitive business landscape, they must have a customer focus at the core of their business strategies. The costs involved in the constant recruitment of new customers is a burden that businesses do not need to bear.

A failure to meet this challenge could well place organisations at a distinct disadvantage against competitors who gain market support by changing to meet demand.

Customers today have greater choices, are market savvy and look for suppliers who add value. They increasingly compare service of suppliers to their current suppliers. Competitors who align their business with the customer's interests have the capacity to swing market support their way quickly.

Experts agree suppliers who are late to adopt these principles may well find themselves in a position where they are forced to make these fundamental changes. Whilst faced with the challenges of sustaining the cost of servicing customers in the traditional manner, funding fundamental shifts in the businesses infrastructure, and fending off market pressure from competitors who are competitively priced.

Coresoft's Customer Relationship Management is the foundation system in a series of customer-centric applications. It manages an enormous variety of customer information collected by staff throughout your enterprise as they interact with customers on a daily basis.  This information can be analyzed and segmented to provide you with the know-how to align your business strategies to capitalise on new market share and retain existing customers.

Customer Relationship Management

Coresoft’s Customer Relationship Management is both a repository of customer information and an application that provides high levels of automated processing aimed at managing the relationship with the customer.

Staff throughout your organisation will be able to quickly, enter or update customer information as it comes to hand.

However, to refer to a Customer Information and Relationship Management system only as a repository of customer details significantly underestimates the importance of a customer relationship management system. Your system should be the vehicle to deliver value to the customer through improved quality of service.

The customer information System (CIS) is the nucleus of the Coresoft System and provides your organisation with a single view of all information pertaining to a customer.  Customers can be organisations or individuals and contacts associated with a customer can be quickly accessed from the Customer window.

Relationship Automation

As your staff maintains information on a customer they are also changing information that may impact the way a customer is serviced. CRM manages a customer’s access to services and launches business agents that prompt operators and recommend appropriate actions.

Easy to use and extensive

Coresoft is designed for maximum ease of use. Information is grouped into TABS and Topics that make it easy to find. Coresoft contains extensive customer information such as storage of multiple names, and addresses, ownership, contacts, relationship and account managers, demographics, links, financial control and transactions, marketing details, functions, training, web access, survey results and much more.

Relationship Status

A unique feature of Coresoft is its management of the Relationship Status with the customer.

First established when the customer is still a prospect, Coresoft insists on specific procedures being performed when advancing or retreating the relationship status.  The resulting processes establish firm disciplines and lines of responsibility through the organisation for the retention of each and every customer.

The Relationship Status is also responsible for the services the customer receives on-line or internal services, consulting and whether these are charged and at what rate.

Marketing and Analysis

Customers are managed by geographical, physical and preferential classifications, much of which is collected in Coresoft automatically. Multiple (SIC) codes define industry segmentation, interests and preferences define interests and needs.  Account details and trading history record financial classifications. Groups and participation in events allows behavioral characteristics to be monitored. Permissions and interest groups help define preferences. The resulting combination of facilities provides a powerful information base for analysis, building of segmentation models, launching of campaigns and anticipating responses to marketing initiatives.

Managing Customers

Coresoft provides numerous ways to find Customers. Option include names, parent company structure, groups, status, recent conversations, branches, links, invoice numbers, word searches held in notes, activities, and type of service agreement to name a few.

Coresoft includes facilities to help manage the changes made to customer data such as; security and access permissions to protect information, configurable changes management, and auditing facilities.

Logging records every interaction with a customer and contact. Correspondence, email, web, telephone interactions are recorded and when accessed from the customer information system give valuable insight as to how a customer sees your organisation at this time.

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  • Customer/Contact segmentation

    Capture all the relevant information you would need from your members in order to segment or tag the data to be able to personalise your service to them

    • Company information
    • Capture personal information
    • Communication subscriptions (mailing lists)
    • Topics of interests
    • Industry information
    • Roles
    • Special interest groups
    • Tagging members to different groups and status
    • Tagging members to access different content/documents
  • Customer engagements

    Record all the interactions you have with your members and non-members, Meetings, interviews, emails, phone calls, events, courses, products and services.

    • Utilise the interactions and task management tools
    • Automatically record all your member's engagements on your website
    • Automatically record all your email communications
    • Automate all your operational processes
    • Assign a BDM or account manager to your member and record the meetings
  • Website and CloudCentre Integration

    Help your members and non-members to help themselves. Empower them to engage with you using the online self-service facilities on your website easily 24/7

    • Prospects could join online
    • Update their own details online
    • Renew their membership online
    • Join special interest groups and committees online
    • Manage communication subscriptions online
    • View, print and pay all their invoices online
    • Register to events & courses online
    • Select and register a conference package online
    • Purchase products & services online
    • View, print and enter CPD records online
    • View , print and enter accreditation records online
    • Search through the member directory online
    • Search through the document directory online
    • Publish Careers / Classifieds / eNews / blogs online
    • Integrate to different Learning Management Systems (LMS)

Benefits for your members

CloudCentre's Customer Relationship Management (CRM) leads the way in terms of a cost effective, unified solution to manage members, equipped with an industry-leading features aimed at streamlining processes through all facets of your business.

Members now receive improved customer service from the organisation by having access to update their own details themselves within their member portal. This is a great advantage as it also saves staff time as they don’t need to waste time updating member information as members have access themselves. The member portal also keeps records of any conversations and support issues members may have, creating greater communication streams.

Coresoft is 100% committed to improving the quality of service delivery to your members, so please let us know if you require a feature which is not listed. Our Cloud based Association solution streamlines administrative processes to improve efficiency, increase the member value proposition and engagement, build new revenue channels, and increase communication channels across your member base.

See our features

 

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