Infor CRM Epiphany: ReviewBy Partho, Gaea News Network
Monday, April 13, 2009
We are done with a number of Customer Relationship Management software. Again we picked up a CRM software from my list of Top 10 CRM software. This time we got hold of the Infor CRM Epiphany. It is a comprehensive customer relationship management software that integrates marketing, sales, and service. The software is modeled on the basis of B2B or B2C solutions. It is based on the Infor Open Architecture, a service oriented architecture platform built on the J2EE technology. This solution is designed to drive intelligent customer interaction. The CRM provides an ecosystem for intelligent customer interactions at every point. For a broader look at the software let’s get into it’s features.
Infor features inbound and outbound marketing potential that streamlines the campaign process. It creates real-time customer profile that is helpful while identifying high impact offers. The marketing feature involves solutions for planning campaign, execution and management of campaign as well as lead and list management.
Sales force automation
The top priority is opportunity management that provides instant access to recently created, modified, or viewed opportunity records. It provides a opportunity list views. The user can also access multiple opportunity data record layouts. It can be used to define the opportunities with different selling processes and data needs. The workflow engine in the Infor software enables implementation of best possible opportunity management practices. The pre-designed charts and graphs of the sales analytics are displayed on the dashboard and reports. The sales force automation and opportunity management potential drives intelligence into the customer interaction.
Customer service and support
Infor CRM scores high with customer service and support. It includes creation of new cases (Service Requests), assigning cases, raising unresolved cases and solving and closing cases. It creates and maintains knowledge base as well as customer self-service portal for users.
The software serves as the basis for personalized contact center operations. It provides the customer service representatives a 360 view of the customer.
Infor’s open service-oriented architecture (SOA) assists the companies to evolve their business system according to their needs selecting criterias to take advantage of new and additional Infor solutions.
- Infor CRM enables consistent and continuous customer dialogue at real-time information.
- The CRM enables real-time customer decision management
- It enables synchronization of sales efforts
- The sales force automation is ideal for hospitality industries
There are no significant shortcomings that I could make out of the software.
On a whole, Infor CRM Epiphany seems to be a complete solution for optimization of customer relationships integrating marketing, sales, and service. If there are certain things sill to be added let me know.
Tags: Cases, CRM review, CRM Software, Infor CRM Epiphany review, Infor CRM software review