Customer Relationship Management Tools for You
Customer Relationship Management (CRM) is a comprehensive data-base driven application for tracking and
managing interactions with customers. What questions and issues are people calling in about most? How can
I turn inquiries into sales ready leads? How can I increase ROI by utilizing current data? These are common
questions people ask and EMS CRM is here to help discover the answers.
EMS built a proprietary CRM tool, allowing us to create a customized application for each client's program.
It will log and track any data you desire. Tickets can be coded and prioritized as required by your program.
Some examples of EMS CRM's advantages and abilities:
Customized to fit your unique program needs
Email escalations to any contact
Create knowledge based articles with the ability to search, edit and delete
Create and track support tickets and calls
Record escalated tickets and calls
Manage and track leads
Track product trends
Lower cost than other CRM tools
Track and manage marketing information
This dynamic and interactive tool is accessible through a secure password protected web connection allowing
you to: view up-to-date reporting, open or edit support tickets and access customer files or other custom data.
Once you decide EMS CRM will be an important enhancement to your program, you will work directly with our
programmers to design and scope out your project, ensuring your CRM tool will meet all your program's needs.
Some key features/benefits of EMS CRM are:
Gain actionable insight based on your historical data. Easily view case history to see what steps and actions
have already taken place for each case. Every ticket is stamped with the time and agent who created/edited the
case so you know exactly who created or edited what ticket when. Since we build the CRM to fit your program,
you choose which fields will be the parent and/or dependent fields allowing for quick and detailed information
gathering. Fields tied together assist with creating quick and easy lookups for the information you use frequently.
EMS CRM quickly and easily creates and maintains your knowledge base. Easily spot knowledge gaps and implement
targeted training and processes where they are needed most. Quickly identify trends to stay on top of the
marketplace by understanding perceptions, questions, and issues to protect your brand. Increase First Call
Resolution and shorten call times due to faster and more accurate answers. Your customers are increasingly
satisfied when their questions are answered or issues handled with shorter call times. Issues are resolved
faster without duplicated efforts and a Knowledge Base allows you to harness knowledge across all levels.
EMS CRM has no limits with automation; you choose what actions and triggers work best to achieve your goals.
Automating actions with triggers streamline processes and procedures within your organization. For basic
and general questions, create template responses for a faster response without duplicating efforts. Some
automation options are: emails, text messages, faxes, SMS messages and to query traditional mail.
With a customized CRM, there are limitless options for surveys. One option would be to automate a trigger after
a completed transaction to send a survey to your customer. Another might be to integrate the survey or CRM
with your Web site. For example, create a landing page on your site to further qualify leads directed from a
direct mail piece or email campaign. Survey results can be queried by multiple criteria and you have access to
pull up-to-date information with any filters you choose.
Improve and streamline a lead generation program with EMS CRM. Import a spreadsheet of prospects into the CRM.
The agent then clicks on the appropriate prospect and the correct script with auto-populated information opens
for the agent to verify and update the information. Certain fields can trigger what information is displayed on
following screens, allowing for streamlined lead generation and qualification transactions. Have varying business
hours for each office? Agents can give accurate and up-to-date information quickly and easily with EMS CRM.
Every CRM is unique to each program. Our programmers build EMS CRM to meet your program's needs and processes
instead of vice versa. You work directly with our programmers to set up your CRM. This ensures every aspect of
your program is considered and reduces the risk of any misinterpretation. The IT resources needed by you are
minimal because we do the work on our side. Updates and changes to your CRM are done with EMS resources. Every
CRM is password protected and the complexity and level of password security are dictated by you. Permission
levels can be set per level or license depending on the program.
Get a CRM that works for you.
Since your program is unique, your CRM should be unique to fully align with your program's goals. Contact EMS today.
