Customer Relationship Management System for Verisign and Affiliates
Verisign has implemented the Clarify application suite to provide an integrated and consistent view of their customer information throughout their Sales, Marketing, Engineering, and Customer Service groups. As a standalone application, Clarify is exceptional at allowing these departments to share the same information from one central database through individual applications that suit each department's specific needs. However, because of the Verisign business model, customizations were needed to streamline processes and provide added functionality.
Verisign approached Point2Point Solutions to develop an efficient workflow process and provide the engineering expertise to build the necessary solutions. Point2Point applied the following solutions to help streamline Verisign's Sales Force Automation workflow: bulk email, enhanced opportunity views, opportunity router, and salesclerk.
Bulk Email is a tool that allows personal customized emails to be sent to customers in one email blast. The sales representatives create their own email templates, and are allowed to send multiple customers a personalized email right from their desktops.
The Enhanced Opportunity views allow the sales representatives to work the opportunities more efficiently. Unlike the Clarify baseline views, the enhanced opportunity views provide the representatives with a comprehensive list of contacts, sites, and product information, while also allowing the representatives to complete repetitious tasks in bulk.
The Opportunity Router was developed to evenly disperse high quality leads coming in off of the web, emails sent directly to the Sales team, and renewal leads needed to be followed up on to the appropriate sales representative. Each lead is assigned to a representative or a group of representatives. The customer automatically receives a personalized email from the representative or group, thanking them for showing interest in the Verisign product. The web lead remains the representative. s responsibility until they follow-up either by phone or by email. If the representative is out of the office, they can remove themselves from the Router to prevent further leads from being dispatched to them.
SalesClerk is the email-parsing tool developed to allow customer information coming from emails to be entered directly into Clarify. This eliminates the tedious task of having to copy and paste customer notes from your email client back into your database, while providing a virtual paper trail for all customer contacts.
Along with the aforementioned functional enhancements, various customizations have also been added upon the Sales team's request. Many of these modifications focused on making their day to day workflow more efficient and productive.
Ongoing benefits to the affiliates will include predictable upgrade costs and the ability to exchange information easily between Verisign and the other affiliates.
Upgrade costs will become more predictable and the upgrade process will become more precise as unforeseen issues are taken care of within the initial procedure. This in turn, results in a shorter downtime for the affiliates as well as a better estimate of the cost for the project.
As a result of Verisign and their affilitates using Clarify, the ability to share information becomes a simplified process. Customer leads can now be transferred directly, as well as customer support cases handled in a timely fashion.