Customer Services Role
Efficient project management and valuable CRM information
Professional services naturally complement the company’s products offer. Totally involved in your customers’ success you provide them with services to quickly and efficiently implement your solutions.
Operational efficiency, resource optimisation and rich services portfolio are essential to meet customer’s demands in terms of quality, costs and long term relations.
To reach theses objectives, professional services managers must have a precise view of their activity and reliable dashboards. They should also cooperate closely with sales, marketing and customer support.
1. Clear customer state of affairs leading to needs identification:
Professional services share customers’ information with sales, marketing and customer support. Any consultant is instantly aware of the latest customer info, such as customer status, tasks done, documents exchanged, emails, customer’s financial situation, demands or needs, satisfaction or complaints.
2. Service’s statistics and graphics delivered:
Professional services team uses eLink to manage and store project reports and follow-up actions associated to each client. Because eLink creates links between related data, allowing a user to understand immediately the context of any retrieved information, projects always go along with their contexts i.e. reporting documents, emails, actions, customer’s company, customer’s contacts, project consultant’s name, shared calendar, partners involved in the project, and products or services provided.
Professional services managers can then easily query the eLink database to produce their department’s activity dashboards.
In addition to an activity’s global view, the produced dashboards can give split views as per: time, type of services, consultant’s profile, service’s site, client typology, revenues and production costs.
3. Operations optimised via excellent management of human resources’ availability:
eLink manages your employees as contacts and provides them with a shared agenda for managing their planning. Technical consultants use eLink’s shared agenda to input all their operations, meetings, on site work, training, etc... Any authorized person can access this shared agenda, which allows business units managers to immediately see their consultants’ availability and even organise meetings or new project plans. Any person involved in a project or with its associated customer is kept informed about the project progress and customer status.
4. Time sheet monitoring helps automated invoicing:
eLink possess powerful time sheet management functions. Using the data entered via the shared agenda, actions screens or directly on the timesheet page, eLink gives you a global and detailed view of each consultant’s workload and time spent on each project. This timesheet is extremely helpful and can be used to automatically generate invoices.
5. Resources’ usage tracking:
eLink manages any type of resources used in your activity. Could it be companies, contacts or just material such as laptops, computers, projectors, boardrooms, trainings kits…
Each resource is seen as an eLink object and might be linked to any other eLink’s object such as agenda, actions, projects, contacts or companies.
It’s then easy to define or optimise a resource usage plan. For instance, using the shared agenda a trainer is able to find immediately which room is available for a new session, to reserve video projection material and check the quantity of remaining training kits.
6. Training sessions coordination:
eLink has great event management capabilities. Theses capabilities, usually used by marketers for handling marketing campaigns, are applicable to training session organisation.
Professional services managers can use these capabilities to promote their training sessions, follow the booking and get a real-time view of registration rates. They can then react accordingly to these rates by either further promoting the course to increase the number of registrants or opening a new session if the former was overfull.
eLink CLIENTS
DANONE, AIRBUS, BNP-PARIBAS SANOFI AVENTIS, READY2INVEST, SAVE THE CHILDREN, ASTON SCOTT GROUP, EFFICIENT AIR, E-INTEGRAL, ENCODED, ESSENTIAL BUSINESS, INCOGNATE, INTERNATIONAL HORIZONS, SOLUTIONS CRITICAL, PREMIER HOMES INTERNATIONAL, E-ADVANTAGE SOLUTIONS, REESMARX, JAMES MONRO, ASSET RESOURCING, CHA RESEARCH, MORGAN KEATING, SONOGRAPHERS MEDICAL, DMC GROUP, HELEN O'GRADY DRAMA SCHOOL, WRIGHT SON AND PEPPER, AQUA SWIMMING, BYRNE & CLIFFE RECRUITMENT,
BRYDEN JOHNSON, AGM AROMATICS,
MLC RECRUITMENT