Smart CRM

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The CRM Challenge

CRM applications provide invaluable support for activities like prospecting, opportunity tracking, and sales pipeline management. However, most executives complain they fall short of their promise to deliver a 360° customer view and to help businesses strengthen customer relationships, market and sell more effectively, and provide faster, better customer service.

The central challenge is that most CRMs operate with only limited customer information, with the bulk of customer data residing outside these platforms in siloed information systems and 'unstructured' data sources (Web, email, Office documents, etc.), resources which have traditionally been difficult to integrate for technical, cost and workflow reasons.

CloudView enables a depth and freshness of vision impossible to achieve using CRM alone, providing a true 360° view of your clients that fully exploits all the data in your existing CRM, plus:

• Business applications (Billing, Project Management, Provisioning, Shipping, ERP, SCM, etc.)
• Communication records (support tickets, email, chat logs, phone transcripts, etc.)
• Web data (website logs, customer websites, blogs, data from social networks, RSS feeds...)

Web-Style Information Access

CloudView further makes accessing your unified customer information as simple as Web search, with:

• Complex database forms replaced by a single, familiar search text box
• User aids like natural language querying, full text search, spell checking, spelling correction, type-ahead query suggestions and 'fuzzy matching' (phonetic matching, approximate spelling matching, and synonym matching)
• Intuitive navigation liberated from CRM database hierarchies
• Sub-second responsiveness

The familiarity, speed and simplicity of search-based information access ensures rapid adoption by users of all skill levels.

Actionable Sales Guidance

Beyond aggregating data, CloudView's advanced semantic processors can identify embedded meanings and relationships within your unified data layer to deliver sales guidance (upsell and cross-sell recommendations, qualification information, etc.) based on each unique customer profile—enabling your organization to achieve the kind of tremendously successful 'mass personalization' heretofore realizable only on the consumer Web.

Do-It-Yourself Business Intelligence

Decision makers can generate charts, tables and graphs on-the-fly based on any criteria contained in unstructured or structured source data, with all reports updated in real time. This simplicity of use not only aids executives, it enables you to push decision down to the operational level for better day-to-day decision making.

In just a few weeks, Capgemini developed this CloudView-powered CRM application that incorporates CRM data, transaction data (accounting billing, etc.), Call Center data, email and website logs...all securely and nonintrusively collected from source systems and updated in real-time. It provides a single platform that can serve multiple channels: sales, customer service and management.

Unprecedented Performance

Thanks to its unique Web heritage (CloudView is the only enterprise search engine developed simultaneously for the Web and the enterprise), CloudView delivers performance impossible to achieve with conventional search engines or relational database technologies. CloudView can index petabytes of data in real-time while providing sub-second processing.

And, due to its unique engineering and fully distributed architecture, CloudView scales instantly, painlessly and cost-effectively, scaling to billions of documents and thousands of simultaneous users simply by adding inexpensive commodity hardware.

New Business Agility

You furthermore leverage the unified customer information and intelligence maintained by your CloudView engine across all your customer interaction channels, rapidly deploying iterations for:

• Sales
• Customer Support
• Customer Self-Service
• Management

And, you can deploy CloudView-powered applications for each of these channels in a matter of just weeks, not months or years.