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Berlin, 2008/11/13: Integrated and flexible customer processes are essential to PiSA sales. That is one result of the live presentation of a customer service scenario at this year's CRM-expo 2008. SAP-CRM was shown onstage, too.  Management consultant Stephan Bauriedel and Werner Schmid from "Gesellschaft zur Prüfung von Software mbH" (GPS) made it their business to offer renowned CRM vendors like PiSA sales, Microsoft and SAP the opportunity to demonstrate their approach of a classical CRM process live at the CRM-expo’s stage.
A telephone call of an existing customer has been the starting point of the process "service management". He reported a failure and asked for delivery of the according spare part. "Everyone working in the back office knows this challenge", says Anastasios Kotsilas, CEO of PiSA sales GmbH. "He has to analyse instantly which status the customer is in and which agreements regarding the item were made." By using the CTI-connection (Computer Telephone Integration) in PiSA sales service-management module, the caller is identified and his customer history is accessed by a single click. Unique in PiSA  sales: the module provides all relevant information at a glance. For instance, service calls and maintenance contracts as well as service orders and the installed base incl. an overview of the location and state of an article. Due to this quickly accessible information it is very easy to plan a service order, find the right spare part and, by using the interactive, graphic planning board, even to find an available technician, who installs the spare part on demand. Also convincing: As requested, the service order could be reported live and online to a connected ERP system (in this case PSIpenta) by using an existing interface.
The PiSA sales presentation has been approved by the audience at the CRM-expo 2008. Impressing flexibility, entire suitability for B2B-processes and an open technology enabling interfaces to ERP systems like SAP or PSIpenta as well as groupware solutions proved the expertise of PiSA sales. The module is part of the integrated CRM solution PiSA sales 4D. The existing modules consisting of marketing, sales, quote generation and service-management provide a 360-degree view at all customer processes. |
