Customer relationship management asus Project by SynergyIM Based on this information, managers must understand the different reasons for these types of relationships, and provide the customer with what they are looking for. Companies can collect this information by using surveys, interviews, and more with current customers. For example, Frito-Lay conducted many ethnographic interviews with customers to try and understand the relationships they wanted with the companies and the brands. For example, they found that most customers were adults who used the product to feel more playful. They may have enjoyed the company’s bright orange color, messiness and shape, for example

1. Lately, our team was able to win a decent CRM
Business from one of the leading computer
hardware technology player - ASUSTeK
Computers Inc.
Following was the proposal and apparently, the
transit.
This proposal was an outcome of the MarCom, IT
and CRM set up experience that we have been
able to collect
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3. Content
• Objective
• Plan of Action
• Technology
• Training
• Manpower
• Analyzing the information
• Reporting
• Team Structures
• Salient Features

4. Objective
 Reach out to 50,000 Partners
across India.
 Provide solutions in regional
languages like Tamil, Malyalam,
Gujarati, Bengali & Marathi for
specific locations.
 Touch base twice a month.
 Plan for the whole year.
 Update channels about the latest
technologies and product
information through outbound
calling.

5. POA
 To utilize 20 seats across our state of art contact center
facilities.
 To deploy 20 FTE’s specializing in English and vernacular
languages for dedicated outbound calling.
 Train individuals on product and technology specific
pitches and response management.
 Lay out effective tracking & reporting system for Asus to
track performance and follow up with partners.

6. Technology
 A superior preview dialing technology
is deployed to cater to the specified
requirement
 The preview dialing system also
enables the recording of call in several
formats viz: vox, wav, mp4 etc for
reporting and tracking purpose.
 A dedicated server to dump the voice
files will be designated to offer on
demand or compulsion of voice files.
 Outbound calling will be done over the
phone system that supports analog
phone lines. Thus, providing superior
voice quality and reception.
Sample 1
Sample 2
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7. Technology

8. Training
 Before CRM specialists go live on the project they would be
provided products and technology specific training with help
of Asus representative.
 Each CRM specialist would be trained on their allocated
geography.
 Technology training would be provided to the CRM specialist
for ensuring optimum data.
 Standard daily and monthly reporting system would be
introduced to the CRM specialists.

9. Manpower
 A dedicated team of experienced and professional
manpower would be designated for the solution.
 Manpower with computer literacy on windows
platform will be deployed.
 Individuals with “Customer Service” approach Will be
deployed for this job

10. Analyzing the information
 Based on this information, managers must understand the different
reasons for these types of relationships, and provide the customer with
what they are looking for.
 Companies can collect this information by using surveys, interviews,
and more with current customers.
 It is also very important to analyze all of this information to determine
which relationships prove the most valuable. This helps convert data
into profits for the firm. Stronger bonds contribute to building market
share. By managing different portfolios for different segments of the
customer base, the firm can achieve strategic goals.

11. Reporting
 Daily Calling
Report
 Daily Lead Status
Report
 Partner Inquiry
Analysis Report

12. Project
Manager
Team Leader A Team Leader B Team Leader C Team Leader D
Project Head
Pool of CallersPool of Callers Pool of CallersPool of Callers
Team Structure

13. Evolution of project
Initiation of this project?
(2012)
 Unsatisfied Customer
 Unsatisfied Reseller
 Negative Feedback
 Drop in Sales
 No Service center
 Inadequate attention of ASM


14. Evolution of project
Timeline of the project?
Grievance
Addresal
Sales
Promotion
Mystery
Shopping

15. Evolution of project
Outcome of this project?
(2013)
 Sales Hike by 20%
 Satisfied Reseller
 Positive Feedback
 3 New Service center
implemented

16. Salient Features
 Live Call Transfers
 Live Sales reporting
 Real-time Monitoring of Agents
through remote software login
 100% call recording vox file report
 Multi-Lingual Capability