Efficient administration and improved procedures

BSI CRM Release 14 offers something for everyone: marketers, administrators and users. You have greater control and less work thanks to central campaign management, a rule engine, intelligent partitioning, finer configuration of permissions and groupware integration, which leaves you with more time for your customers.

To develop Release 14, more than 16 BSI team members processed around 1,000 tickets, change requests and revision comments from our customers and employees. Many of the new functions are focused on large, complex organizations, with an eye towards more efficient adminis-tration and improved procedures. The main emphasis of the innovation was on the marketing module – and something entirely new: the rule engine.

Rules as daily assistants

The new rule engine enables administrators and expert users to define complex rules – without any programming skills. For example, you can send your users an automated e-mail if one of the tasks they are to complete is overdue. Rules can be carried out manually, or automatically – either upon entry or modification of data (e.g. as soon as a communication is created) or defined in terms of time (e.g. at the beginning of each week). Rules can be set up for all main entities (companies, person, business, tickets, communications and tasks). As with the advanced search function, various combinations are possible to enable definition of even complex filter criteria (e.g. people who have had no communication within the past twelve months and A-list customers). You determine which operators should operate the system if the criteria is met: modify data or set up new data, create communications and tasks or send e-mails. And everything can be tracked at any time, both in the administration view under “Rules” and in the respective data record in the time machine.

Use the rules for your daily work

  • Customer segmentation All customers with a turnover exceeding CHF 10,000 in the last twelve months will automatically be classified as A-list customers; customers with between CHF 5,000 and CHF 10,000 will be classified as B-list customers and the others as C-list customers.
  • Data cleansing Automatic data cleansing is carried out once a month: people who have not purchased anything in more than three years and with whom no communication has occurred, will be deactivated.
  • Check visit frequency The team leader can manually check which A-list customers were not visited in the last twelve months and set up a “Visit” communication with the main representative for the next week.
  • Preparation for the visit As soon as an order is entered for a company with a volume exceed-ing EUR 100,000, an SMS or e-mail is sent to the main representative. 

Refined configuration of partitions and permissions

BSI CRM was upgraded to include partitioning with Release 12.9.2. We have now further improved it based on the experience gathered. Partitioning enables a hard separation of databases so that, for example, partner companies, as well as organizational units, only see the data for which they have been approved. A central position – e.g. the parent company or the top management – can nevertheless see all data in all partitions.

The permissions concept was also enhanced to enable finer configurations. As before, the user interface can be individually adapted for various partitions so that the respective parties only see the views and the navigation tree that are relevant for them. This is now possible with finer granularity. In addition, the configurability is independent of whether partitioning is used or not. Configurations such as fields or processes can be activated or blocked for specific roles and value lists can be defined for each role so that each user only sees relevant values. Likewise, the displaying of document templates can be managed with the new permission concept – also differently per partition. 

With the new campaign management, campaigns and actions in BSI CRM can be planned centrally and handed over partially or fully to the local marketing for further steps.
With the new campaign management, campaigns and actions can be planned centrally and handed over partially or fully to the local marketing for further steps.

Interplay between central and local marketing

During the development of BSI CRM 14, we focused on marketing and devel-oped functionalities that facilitate campaign management for complex organizations, e.g. decentralized campaigns: A central department can prepare an entire marketing campaign, including actions, define what is predetermined and what the decentralized sales positions – such as agencies or partners – can determine for themselves. Which sales positions may or must participate in a campaign can also be defined. Marketing actions can now be conducted on a local partition – even centrally controlled. This enables an Excel export for a specific data according to defined criteria, e.g. for forwarding to an external service provider.

Analyses can also be carried out on a local partition. In this way, for example, the results found in a potential analysis can be saved as target group in a marketing action. Incidentally, the improved flexibility with target groups, helps to exchange them quickly and easily between actions.

And what’s more…

Integration of groupware on the server (Outlook Exchange and Lotus Notes) enables the processing of e-mails, tasks and calendar (with appointment coordination) directly in BSI CRM. Many other features, such as group-wide performance management and the possibility to process multiple data records simultaneously, round off BSI CRM 14. As always: Everything is accessible on the desktop, as well as for tablets and mobile devices.