CRM Customer Relationship Management

Long-Term Customer Loyalty.

Total Integration.

Investment For The Future.

"The customer is king" - when this old saying is not already being practiced at your company, you are missing out on significant benefits that are offered by state-of-the-art CRM data processing systems. The key to long-term success lies not only in your company product and services palette, but also in your capacity to reach, to motivate and to hold onto long-term relationships with your customer accounts.

Customer Relationship Management software provides systematic tools for enhancing customer loyalty. They provide for the targeted build-up and ongoing mainte-nance of healthy, growing customer bases.

24/7 access to information concerning the needs, requests and interests of your customers and prospective customers gives you the competitive advantage that will be well-rewarded with customer satisfaction and loyalty. Professional CRM systems, like the WINLine® CRM system, support your CRM processes by placing all important customer, product and marketing data at your fingertips. A key element is the complete integration of the ERP and CRM software systems, thus ensuring data compatibility and up-to-dateness at all times.

ERP (Enterprise Resource Planning) software packages like the WINLine® ERP package are integrated software suites for managing and processing of financial data, inventory data and order/invoicing documents. The core modules of the ERP software system provide the data basis for controlling activities.

Integration of the ERP and CRM software systems fuse the data generated in both systems together into one common database, e.g., data related to customer accounts.

Data transfer from one system to the other is performed automatically. This eliminates data entry redundancies, which in turn results in substantial reductions in expen-ses for time and manpower. All CRM systems from MESO-NIC are completely integrated with our ERP software products. Users achieve the maximum amount of profit from this system integration. One of the key ele-ments is the seamless integration of CRM data entry and reporting functions with the ERP software user interface.

Our web-based CRM systems provide you the tools for professional-level activities when operating service centers, or support or call center offices. They also empower your external sales force with sizeable inputs for efficiency and transparency. Prospective customer and vendor account acquisition activities are also sup-ported for your marketing and sales departments.

MESONIC, as opposed to many other third-party CRM software solutions, offers a CRM system that is 100% integrated with its ERP software suite, WINLine® ERP.

Goals: Customer Relationship Management:

Enhancement of customer loyalty.

High-quality customer service.

Increased sales turnover through efficient customer acquisition and maintenance.

Sharpening your unique sales profile with resulting improvement in competitiveness.

Shorter "Time to market" cycles with quicker adjustment to changing market conditions.

Increased productivity through efficient use of your employees.

Customer Relationship Management - Where the Customer Really Is King

Unlike many other CRM software producers, MESONIC offers web-based access to CRM with both the WINLine® WEB CRM and the Enterprise WINLine® products, both of which are fully integrated with the backoffice ERP system, WINLine® ERP.

In this way, all customer and prospective customer data that is generted online can be automatically and efficiently tranferred to the WINLine® ERP backoffice system. Your staff and also your customers are always working with current, up-to-date data. This reduces any data maintenance redundancies.

WINLine® WEB CRM I

WINLine® CRM I gives your staff, sales force, customers, vendors and prospects 24/7 access to relevant data and provides for structured access to the data with an authorization profile and security system, protecting sensitive data. Data entries for customer accounts can be keyed in or modified at any time, and then reported on upon demand.

WINLine® WEB CRM I is targeted for businesses that want to use the advantages of a web-based CRM system with quick and uncomplicated handling. Using the integra-tion with WINLine®, online access is provided to all customer-relevant information from the ERP system. This is particularly important for your external sales force, which thereby always has all important customer and product information available with online access.

WINLine® WEB CRM - Web-Based CRM Systems

Your service employees need to know in real-time whether a customer has paid a service contract or whether a replacement part is on stock. Your sales force must have full information on current stock levels, or on customer payment conditions or related customer open items. Truly efficient processing and servicing of your customers occurs when all of this crucial information is readily available to your staff.

Customer-related "action steps" or workflow steps can be generated for each customer or vendor account, e.g., for recording mailing campaigns actions, telephone calls, meeting status notes, etc. Another key element in this regard is a comprehensive reporting tool that gives you easy access to all information and data coming in from the CRM system.

Not only address and contact person data can be mana-ged for customer or vendor accounts, but also supple-mental information like the type of business relationship, the role of a contact person or information on existing projects and contracts.

All CRM reports are freely configurable as user-defined reports. All reports can be configured both in content and layout for a particular user or user groups. The reports can be generated in various file formats and can be sent automatically by email.

Price and Prerequisites

WINLine® CRM I is priced at € 2,995. The Corporate WINLine® SYSTEM as well as WINLine® ACC2 modules are required for use of the WINLine® CRM I module.

WINLine® WEB CRM II

Customers expect round-the-clock accessibility for their service requests. Using WINLine® WEB CRM II your customers can call up these services with online access. The status of an inquiry can be checked at any time. This increases customer satisfaction and reduces the number of incoming service incidents and calls.

WINLine® WEB CRM II offers interesting options for companies that want to provide maximum transparency for their operating processes. Individual workflows can be used to model and track your company-specific work processes, e.g., a customer product claims ticket with automated registration of the customer claims report, including subsequent routing of the information to the relevant department and definition of an escalation status time. By setting up custom-designed workflows in the Workflow Engine, you can model just about any company-specific process, e.g., purchase order workflows with approval of purchase orders by head purchasers, or multi-step sales campaigns. Each workflow step can be controlled by means of the authorization profile settings to steer which users can see and process a workflow at a particular point in the workflow.

WINLine® WEB CRM II contains above and beyond the functions of WINLine® CRM I an integrated Workflow Editor that lets you model custom-designed processes as workflows in the software. The Workflow Editor consists of a graphical user interface that lets you intuitively and easily set up the workflow decision tree structure.

The individual steps in a workflow, e.g., checking of data, sending of information, warranty check, repair tickets, customer replies, etc., can be precisely designed so that individual persons or user groups are delegated to a particular step, have the rights to process the step and/or optionally send email notification of the completed workflow step. Each workflow step is equipped with a customizable data entry window that lets you individual-ly define the data that should be entered for each parti-cular step, including graphical identification methods by means of icons and color-coding for step entries.

Your customer service will achieve maximum transpar-ency by means of these tools. Any customer can inform themselves online of the status of an inquiry or receive related information from the responsible employee. All these functions are automatically steered by means of the workflows created in the Workflow Editor.

Data entry windows that are filled out by a customer at the starting point for an information request can be individually designed for each workflow, e.g., name and address for a normal info request. When required, addi-tional fields for entry of the purchased product, date of purchase and similar product information can also be supplied in the data entry mask, e.g., for a product claims report.

One step workflows, socalled "action steps", can also be set up in the Workflow Editor. These entries can be used to record telephone notes, for example, or appointment dates, etc.. They serve to record one-step processes for information purposes. Action steps are directly recorded in the customer or vendor account master data and can be reporting on at any point in the Account Info window.

Workflows in the Workflow Editor can also be used to record for your internal processes, such as material requests, purchasing requests or employee holiday and vacation requests.

All workflow entries can printed in CRM reports, inclu-ding calendar format reports. This makes WINLine® WEB CRM II the optimal solution for companies that want to manage and report on all their work processes, whether in the back office or online.

Prices and Prerequisites

WINLine® CRM II is priced at € 7,090. The Corporate WINLine® SYSTEM as well as WINLine® ACC2 modules are required for use of the WINLine® CRM II module.

WINLine® CRM & WINLine® MBC CRM

MESONIC offers CRM functions with its WINLine® CRM and WINLine® MBC CRM products that are totally integra-ted with the WINLine® ERP business software solution.

WINLine® CRM includes all the functions described for the WINLine® WEB CRM systems. No web browser is required, however, for use of the CRM modules.

WINLine® MBC CRM encompasses the identical functio-nal scope of WINLine® CRM, all at a monthly fixed price, which allows you the option of exactly predicting your future operating costs.

Price and Usage Options

WINLine® CRM Named CRM users are priced at € 485 per user when they are also WINLine® ERP users.

CRM & ERP - Total Integration In One Layout

Functional Scope of WINLine® CRM & WINLine® MBC CRM

Management Information System Product, Account, Project, Sales Rep Info at the touch of a key.

Campaign Management/Mailing Center Management of marketing and sales cam- paigns, mailing actions (serial emails, form letters, etc.). Actions are recorded for reporting with WINLine® CRM in the account master data record.

Project Management Complete project management with planning and organisation, billing and controlling.

Action steps Definition of individualized action step workflows. Continuous monitoring of customer contact and related reporting.

Lists and reports Generation of custom lists and reports on CRM data with the integtrated, user-friendly List Generator.

Workflows Creation of company-specific workflows for modelling of company business processes. Definition of follow-up steps, reminders, memos Calendar entries/"To Do" lists Entry of date appointments. Automatic reminder functions.

Role-based dashboards The personalized WINLine® Cockpit dashboard offers you quick overview and selection of information, lists and reports in a role-based environment for each user.

WINLine® MBC CRM (incl. Mobile Winline) Named MBC CRM users are priced at € 18 per month. This includes the proportionate update software mainte-nance fee, as well.

The new Mobile WINLine® MWL, which offers access by smart phone or tablet device to the WINLine® ERP back-office system, is an integral part of the WINLine® CRM and WINLine® MBC CRM packages.

CRM for Marketing

The task of marketing is to publicize company products and services for particular customer target segments. In this regard, it is important to know the exact needs of each customer. You need extensive and complete infor-mation on every customer. What system can fulfill these requirements better than a CRM system that is 100% integrated with your ERP software?

The CRM systems from MESONIC provide the best possible support for your marketing and sales activities. Data maintenance of master data is performed directly in the WINLine® ERP software. You can separate custo-mers and prospects in different kinds of categories using user-defined fields, e.g., prospects that have visited your booth at a trade show. Based on this precise informa-tion, you can plan your sales and marketing activities to achieve a maximum of efficiency.

Using the Campaign Management funtions, you can generate a To-Do list that is delegated to a particular employee with the help of the Workflow Editor. Mail campaigns or form letter mailings can be carried out based on the customer or contact records in the sales campaign list. The status of any action can be checked on at any point. Every action step is recorded in the master data record of the customer or prospect account and can be reported on at any time.

CRM for Sales

The generation of offers and orders are core activities of your sales department. The salesperson must have current information on inventory and order data in order to be able to give the cutsomer accurate information on product availability and order status. This is a key ele-ment in securing customer loyalty. With our fully-integrated CRM system no problem!

All sales documents, i.e., quotes, orders, delivery notes and invoices, are basic working elements in the WINLine® ACC2 module and can be generated quickly and easily with full integration with the CRM system.

All relevant customer data, such as delivery and payment conditions, customer-specific prices or credit limits are adopted automatically from customer master data. By means of the integration with WINLine® ACC2, informa-tion on product availability, delivery dates and alternati-ve products is also available at the touch of a key.

CRM Systems Offer Many Possible Uses

All important details for a particular customer can be called up on the screen in the Account Info screen, including open item overviews and invoice lists. Based on the action steps recorded for a customer, you can quickly see, for example, how many offers have been generated for a customer.

Many kinds of reports and lists can be generated using the List Assistant, as well as the Workflow Editor. Using the integration with WINLine® PROJECT, you also have comprehensive project management tools for both the pre-sales as well as post-sales phase of your project.

Telephone notes, attached documents or other written communication can additionally be attached to the action step, as well.

Calendar Management

Every company needs transparent handling of customer appointments. External events for your sales staff, for instance, need to be visible also for the back office work force. You need the capability for scheduling of your company resources on the basis of detailed, day-to-day and hour-by-hour information. All this is no problem with the calendar management functions in the CRM systems from MESONIC.

Calendar planning on a daily, weekly, and monthly basis is supported in the Company Calendar window, giving you a constantly up-to-date overview of company scheduling.

Calendar entries can be generated automatically with workflows and inserted into the calendar. As a simple example, an employee vacation request can be set up in a workflow so that the vacation entry is inserted into the calendar after approval by a department head. One central company calendar assists in keeping all your company employees informed about the out-of-house

appointments of their co-workers. This information is especially crucial for companies with large staffs of external sales employees. Faulty and incomplete repor-ting data on customers and vendors becomes a thing of the past. Any employee in the company can look up and supply information on when a particular co-worker will be available.

Not only individual appointments, but also group events like meetings or trade show events, training events, etc. can be managed in the Calendar. The CRM Calendar will provide the basis for efficient and long-term resource planning activities in your company.

Reporting Options

Using the user-friendly List Generator you can set up user-defined CRM lists and reports that report on all data generated in the CRM system, including workflows, calendar events, open items, etc. The lists can be generated using filters to restrict the output to certain ranges of data records. You can create a list, for example, showing the products have been purchased by a particular customer or set of customers in a particular period of time. Lists and reports can include any number of selection criteria so that the output matches exactly the information and layout required by the user in your company.

Reports can be freely customized and set up according to the needs of individual users. In addition, reports can be output in different file formats for further processing, e.g., as MS Excel file output for later processing in MS Excel.

Using the WINLine® Campaign module and the integra-ted Mailing Center, lists and reports can be inserted as attachments to serial emails, or used as as the basis for calling lists for telephone campaigns.

Using the WINLine® CRM system and the user-defined reports, you always have detailed information and analysis of the buying behavior of your customers with regard to products and services at your fingertips. This in turn provides the data basis for your decision-making on future sales plans and strategies.

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This sales prospect is for general information purposes. Product screens may differ from current or future versions. No liability for changes and errors is assumed.