Enhanced CRM functionality

The modular format of Single Customer View means it is easily customisable and we can offer a bespoke service unique to your company’s requirements. Any of the modules on this page can be added to your service at any point.

The stand-alone SCV system offers incredible standards in data selection, communication, reporting and analytics but together with the enhanced CRM modules they have the capability to take your marketing campaigns to a whole new level.

The modules range from powerful data selection tools to telemarketing script building. Have a read through the links on the left to see how your business would benefit from our services and contact us to find out more.

RFM selector

One of the data selection criteria available in the Single Customer View is RFM. RFM stands for Recency, Frequency and Monetary value. It is a method devised to analyse customer behaviour and its used to teach you about the buying habits of your customers.

• 'Recency' refers to how recently a customer has purchased from you
• 'Frequency' is how often they make purchases from you
• 'Monetary value' tells you how much the customer spends

These three factors can tell you an awful lot about your customers and they allow you to determine quantitatively who your best customers are. It’s said that 80% of your business comes from 20% of your customers and the job of RFM analysis is to teach you who this 20% are so that you can apportion your marketing efforts and spend where it matters the most.

RFM also helps to discover customers who have fallen of the radar sales-wise, for example a customer who usually buys every month not making a purchase for 2 months could have defected. Your marketing offers and broadcast emails can be adjusted to cater to this customer and attempt to save them from leaving.

Drive Time

The Drive Time function in Single Customer View is a powerful planning tool designed to accurately calculate prime locations — for anything from promotional days to training events — based on how many of your customers and prospects are located within a driving time or distance of a particular postcode.

The calculations are based on a detailed drive time table that computes distance, road type and traffic volumes, to yield a precise measure of drive time. This drive time database is updated quarterly.

If you are holding a promotional event for a product you can use the Single Customer View to find an area based on where the highest population of high spenders live, or a central location between high spenders, which accommodates as many customers as possible. The smaller the distance a customer has to travel the more likely they are going to attend.

Single Customer View can select suitable locations within an area to hold your event. This provides the highest number of people most likely to spend, to get access to the product you want them to buy.

This module can also be used to represent any data selection in a map and set the clusters and density of the display in order to discover locations based at the center of areas with a high density of prospects or customers.

Project management

Managing your projects successfully can be the difference between success and failure. It’s easy to set out with a goal but if the relevant steps aren’t progressed through in the right order then the whole idea can come crumbling down. Single Customer View’s project management tools are designed to give your projects the best opportunity to succeed.

Single Customer View displays projects in a Gantt chart that lays out milestones and dependencies on a time line. The time-line enables you to see how specific parts of a project depend on each other, for example if one part of a project has to be completed before another part can start then one will end on the chart and another will begin.

Single Customer View also allows you to delegate jobs within a project to different members of staff; this allows you to see who is meeting their targets and who isn’t.

Each piece of the project can be selected and viewed on its own for a more in depth view at what work is required. Staff can view the project and even update the percentage complete on their own work.

Using the project management tool allows your business to control its workflow and break up larger projects into manageable pieces which can be analysed and refined for the future. Your staff can clearly see the tasks which they are required to complete and can also monitor how project members are doing with meeting their targets. This gives transparency to the project.

All of this serves to help increase your sales revenue by minimising failures in future projects by refining them early on. It also enables your staff to work efficiently and accurately, saving them time and you money.

Sales pipeline

The sales pipeline module is designed to give your business visibility into the current status of your sales deals. By building a sales pipeline you can accurately measure the success of your sales team.

Single Customer View helps you to standardise your sales process through a sales pipeline accurately a with seven stage grading system. The stages start with ‘’Qualified’ and runs through to ‘Billed’ and is easily updated as a prospect passes through.

The sales pipeline reports are drill-down HTML reports, which can also be downloaded as PDFs.

With sales revenue being the backbone of a successful business, being able to accurately estimate future sales revenue will greatly improve the operation of your business.

Telemarketing

Single Customer View has built-in telemarketing features that will revolutionise your outbound sales techniques and increase your sales.

The telemarketing module allows authorised users to make a data selection for a campaign, create a form of data fields database that they want included in the campaign. Users can also create a call script and then assign the campaign to an internal group or an external telemarketing company.

Uniquely, the data never leaves the Single Customer View infrastructure, ensuring data integrity and security, and crucially by applying the results of the campaign directly to the data, speeding up the deployment of the telemarketing information.

Telemarketing campaign feature summary:

• Generate telemarketing lists directly from a data selection
• Can be accessed securely by remote telemarketing organisation or used internally
• Call script can be created and embedded into telemarketing programme
• All results from telemarketing written to a holding database so that they can be reviewed before being applied to the SCV
• Individual record review is available in an HTML report, highlighting any changes made to record
• HTML report showing telemarketing campaign success rate
• Audience selection can be amended during a telemarketing campaign

Optimising telemarketing results: because the data and the telemarketing campaign are both in the same database, users can re-define the audience selection for a telemarketing campaign whilst it is in progress. So, for example, if you want to narrow audience selection because you are getting stronger results than anticipated, you simply redefine the data selection criteria, and save the data output to the telemarketing campaign. Note that any existing campaign results will remain unaffected by a change in audience selection.

Campaign management

Along with its other powerful features, Single Customer View now has a comprehensive campaign planning function, allowing authorised users to create a marketing campaign, specifying revenue, unit sales targets and campaign costs.

Once a campaign is created, users can create specific marketing events for their campaign, again assigning revenue targets and marketing costs.

For each marketing event, unique marketing effort codes are assigned, not just to the event, but to each data selection that was made for it.

The campaign management module allows users to then track actual performance against the planned campaign with its live reporting function.

Territory planning

Territory planning is method of integrating intelligent territorial planning solutions in order to optimise your productivity and minimise your costs. By planning your sales journeys properly you can unlock revenue building strategies that can greatly improve your business model.

By analysing your market data, Single Customer View can help you plan more efficient sales trips by taking various factors and merging them together to chart pockets of prospective customers that would otherwise remain unknown.

By segmenting your customers and discovering who your most valuable customers are, then charting this on the map so you can see where they are located. This enables you to uncover areas where people have higher spending thresholds. This potentially means there is good chance of increased market potential in this area.

Then by analysing your prospective customer data and also mapping this you can see where these potential customers are.

Territory planning enables you to discover these pockets of prospect customers which could greatly increase your revenue. Your sales people can be assigned to pinpointed areas where prospects are more likely to spend.

We can provide additional map overlays to include in both geo-spatial representations and territory planning selections. Overlays available include;

• Local government
• Primary care trusts
• Police forces
• Regional development
• Radio Stations
• TV regions
• Census data

Contact us to find out more.

Email broadcast reporting

Single Customer View gives you real-time reports on your email open rates and click-through counts. Refining and focusing your marketing efforts means you cut out unnecessary cost and have more success in your marketing campaigns.

Email response analysis reports are available showing click-through by URL and HTML read receipts, with each read receipt and click-through also being added to the individual contact history to allow the contacts to be selected by this information.

We built interfaces from the SCV to various email broadcast platforms, such as CheetahMail™, Silverpop™ and Emailvision™, so you can export data directly into the email broadcast tool for transmission. This is a bi-directional link, the SCV downloads responses from the email broadcast server (read-receipts, click-throughs, bounces and suppressions).

For customisable email broadcast and survey and landing page creation, users also have access to the integrated email broadcast application, QbaseMail™.

Document storage

Single Customer View comes with spacious and secure document storage facilities so you can share important documents with your colleagues and access your files from anywhere.

Documents can be attached to customer profiles and is a great way to store extra information and let everyone know a little more about key customers. This extra information can be anything from a photo to a full profile write up.

Meeting or conference notes are a great thing to add to events. You can upload an agenda for the meeting or post meeting notes and thoughts, add a list of objectives discovered after reflection on a conference call or upload prospect lists for companywide inspection.

User permissions give you control of your documents so you can keep them private if necessary.