We are a Realty Teach Business which is a mix of Product & Service and I have the same Development team which is working on both the sides of business and is managing their time interchangeably.
In the current situation I have a B2B sales team which is currently using the a CRM, and the Development & Implementation/ Deployment team which is on a Project Mngt tool.
I am looking at bringing the entire Company function on a single platform which is spread across Marketing/ Campaigning, Sales, Accounts, Development, Implementation & Support.
The Things I need for each functions are as explained below:
Marketing: (Currently not using anything)
Want to Track the Performance of various activities: Campaign Management across various platforms as follows: (Email, SEO, SEM, PPC (FB & Linkedin), Web 2 Form).
Objective: Campaign Management & Efficiency.
Capture each Sales Persons Performance, and activities being done. Capture each interaction with Potential Leads to Customers, to Deals on a single system. Capture Calls being Sales & Customers on the system, Capture Site Visits & Track Location check ins.
Activities Involved: Creating New Leads, Follow ups, Meetings, Sending Proposals, Closing Deals
Accounts: (A Desktop Application)
The Accounts should be able to raise Proforma Invoice once a deal is closed by Sales and accounts is informed (Want to Achieve this by a Work Flow). On Raising the Proforma Invoice, the accounts should configure the Payment schedule based on the delivery Milestione, which should be in sync with the Development team who is start next. Periodically, the accounts should raise Proforma & Tax invoice and the management should be able to have a clear understanding on the Cashflows.
Development: (A Project Mgt Tool)
Objective: To Keep of track of Project timelines & Deliverables, Quality of Development, Bug/ Resolution time. Time Spent by each developer on the task/ day/ project.
QA: Bug identified, the same is created as an issue against the respective task fo the respective client.
Deployment/ Implementation: (Project Management Tool)
Objective: 1. To progress the Deployment timelines along with mapping the progress against planned.
2. To Create interdependence on client, as a lot of times the implementations get delayed because of unavailability of the client.
3. Send 15 days implementation update to the client, citing reasons for delay if any
4. Issues identified at the time of implementation to be linked back to the Project configured by Development.
5. Capture each Persons Performance, and activities being done. Capture each interaction with client on a single system. Capture Calls between Team & Customers on the system, Capture Site Visits & Track Location check ins.
6. Ticket Management system
7. Setting up Workflows & Automation of certain activities like communication to client and capturing data, etc
8. Could look at Chat Bots as an extension to support
Support: Once our Solution is deployed the customers of our client start using our product, and we have their data. A Lot of times there is direct contact from the clients and their customers for queries.
Objective: Have a Virtual Number for capturing Customer details of (Clients & their Customers to be a part of the CRM) (Can we use the same CRM, or shall we have 2 different CRM's for Sales & Ops)
1. Ticket Management
I am looking for someone who will be the system and solution consultant after understanding the Business Owners requirements and will handhold in the implementation.