Customer Communications Management

In an increasingly competitive environment, the acquisition of new customers while ensuring loyalty and growth over the long-term are key factors in building and expanding a healthy business. Multiple parts of an organization are involved in customer communications management — fulfilling prospects and customer needs for information, service, and support over the customer lifecycle.

However, as a business grows, the organization, management and tracking of disparate data used to meet customer needs–from initial prospecting, sales development and acquisition through product delivery and ongoing support–often becomes highly diffused, even when conventional CRM systems used to track customer interactions are deployed. For example, sales people want to track the delivery and download of key business forms to customers such as quotations and contracts, enabling them to move efficiently and confidently through the sales cycle. And to manage customer installations, product updates, and service needs, technical support often need to send and receive large files that exceed the limits of corporate email. If these and other needs are not effectively met using existing corporate systems and tools, unsanctioned applications are often brought into the environment.

The result is a proliferation of customer communication channels that not only create a perception that a company is difficult to do business with, but that also present a risk to data security, compliance and ultimately threaten the company’s brand.

Thru’s Customer Communications Management Solution

Thru provides a comprehensive platform that enables a unified, efficient, and intelligent means of communicating with customers and prospects. Delivered as a highly scalable, reliable, and secure service, Thru allows each part of an organization to organize and streamline their specific departmental workflows for customer communications. Simple integration with existing business tools such as Microsoft Outlook/SharePoint, IBM Lotus Notes, and CRM systems such as Salesforce.com mean that user adoption is guaranteed while also protecting and enhancing existing investments. By enabling improved customer service, Thru helps organizations to build relationships, increase competitive advantage, and strengthen brand recognition.

Customer Communications Management Key Features

• Simple tools for document management, distribution and publishing – Send & receive files of any type and size using Thru email enterprise connector and the Thru DropBox.
• Transparent integration – CRM systems, customer portal, and electronic file management systems like SharePoint through standard connectors and universal Web Services API.
• Content management – Thru’s powerful publishing tools and workflow provides traceable and persistent links so when content is updated or modified links stay the same and all activity is reported and notifications are sent.
• Granular reporting – All transactions are log enabling the gathering of intelligence on customer interactions such as sales activity, use and effectiveness of sales collateral, customer service issues and trends.
• Improved sales cycle management - Automatic notification of customer accessing data, with task management and call to action leveraging expiration date for access.