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In-Depth Review
CRM by Web
CRM by Web
Regent Court
State College, PA 16801
Telephone: 814-867-3200
Email: sales@crmbyweb.com
Web:
http://www.crmbyweb.com/
CRM by Web is a new product of the old company specializing in business
software including e-commerce, business data management and system
integration. Our credo has always been that our work is is not about servers
or binary code. It always has been about your business.
As it happens, CRM by Web was born out of frustration. When working with our
clients on large e-commerce projects, we couldn't find a tool that would
allow us to effectively manage our customer relations to the benefit of all
involved parties. After trying several CRM programs available at the time,
we came to the conclusion that it would be more productive to create the
right tool, rather then to force our people to use something that lacks
important features, is not intuitive or doesn't work in a way sales and
customer support people work.
Product: CRM by Web
Current Version:
Category: SaaS Small Business CRM Solution
Sub-Category:
Client Platform:
Server Platform:
Database Platform:
CRM by Web consists of three main modules that can be purchased and
installed separately. Available modules and their functionalities are:
In our experience, synchronized usage of these tightly integrated modules
brings most benefits. It allows you to keep track on all facets of
interaction with the customer. However, if you purchase the program (see
implementation) for installation on your server, we can install modules
separately on "as needed" basis.
Sales Force Automation module allows you to plan and track all your
sales activities. It includes:
- Account management:
- Add new account, locations and contacts for the account
- Separately track leads, prospects and clients, change customer
type as needed
- Update account information, add / update / delete locations and
contacts
- Import / export account information, locations and contacts,
synchronize account information with other applications
- Review customer-related activities and sales forecasts
- Print labels, send mass e-mail
- Account activity report
- Delete account
- Tasks management / calendar:
- Review tasks using calendar and list views
- Enter new task
- Review and update the task
- Mark task as completed
- Delete task
- Import / export tasks, synchronize tasks with other applications
- Sales activity management:
- Review your activities and activities of other members of the
team
- View activities by user of the system, customer, dates, type
- Enter new activity
- Review activity details, update activity
- Delete activity
- Create reports
- Sales Forecast:
- Enter new forecast, track project closing date, estimated budget
and probabilities
- Review forecasts by customer, dates, probabilities, projected
amount
- Create reports
- Web Leads Capture:
- Data from your web request information form instantly appear in
CRM by Web
- Sales representatives can review leads, pick lead, follow up on
it, create task for the lead, or delete lead.
Customer Care module allows you to track all of your support cases and
store them in the knowledgebase for further review. The module includes:
- Account management:
- Add new account, add locations and contacts to the account
- Update account information, add / update / delete locations and
contacts
- Import / export account information, locations and contacts,
synchronize account information with other applications
- Review service cases per account
- Delete account
- Service cases:
- Add new case
- Review and pick cases submitted via customer self-service
- Review cases from different prospective: open cases, recent
cases, cases by account, cases by product, etc.
- Review case details, update case
- Keep case log: make entries, review existing entries
- Close and re-open case
- Import and export cases, synchronize data with other
applications
- Create reports
- Knowledge Base:
- All resolved cases are stored in the Knowledge Base
- Company employees can search Knowledge Base, review details of
related cases
- Customer Self-Service:
- Submit new service case
- Review status of previously submitted cases
- Search Knowledge Base
Orders and Invoices module take care of customer ordering activity, from
quotes to orders to invoices and payments. The module includes:
- Account management:
- Add new account, add locations and contacts to the account
- Update account information, add / update / delete locations and
contacts
- Import / export account information, locations and contacts,
synchronize account information with other applications
- Review quotes, orders, invoices and payments by account
- Review account balance
- Print labels, send mass e-mail
- Account ordering activity report
- Delete account
- Quote management:
- Create new quote
- Print out quote and fax or mail it to the customer
- E-mail quote to the customer
- Review previous quotes by customer, dates, products
- Review details of each quote, update quote
- Delete quote
- Convert quote to order
- Import / export quotes, synchronize with other applications
- Order management:
- Create new order
- Review orders by customer, dates, items
- Track items on backorder, items that are not shipped, returned
items
- Review order details, update order, print order
- Delete order
- Convert order to invoice (allows several invoices on one order)
- Create order reports
- Import / export orders, synchronize with other applications
- Invoices / Payments:
- Create new invoice
- Print out invoice and fax / mail it to the customer
- E-mail invoice to the customer
- Review invoices by customer, dates, products
- Track overdue invoices
- Review invoice details, update invoice
- Track payments and refunds
- Delete invoice
- Import / export invoices, synchronize with other applications
- Customer Self-Service:
- Review order history, search orders by various parameters
- Check order status
- Review invoices
For pricing details, see:
http://www.crmbyweb.com/pricing.htm
We have yet to review this product.
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