KnowledgeSync enables clients to analyze, identify, and distribute critical, time-sensitive business data to employees, business partners, and customers so clients can to respond more quickly, intelligently, and profitably to changes in an organization's business where timing is critical to success, and where information needs to be delivered via e-mail, fax, pager, PDA, cell phone, and the web.
KnowledgeSync 2000 / SalesLogix KnowledgeSync
KnowledgeSync is a business intelligence tool that monitors data in SalesLogix as well as in incoming e-mail messages for critical, time-sensitive content or conditions. When such conditions are detected, KnowledgeSync sends out alert messages via e-mail, fax, pager, PDA, cell phone, and the web. KnowledgeSync also dynamically updates SalesLogix with the details of what has occurred, and what needs to occur to best address clients' needs.
As a business intelligence application, KnowledgeSync can identify and respond to any critical, time-sensitive conditions that make an organization say “If only we had known.” For SalesLogix clients, this means identifying and responding to such conditions as:
- Clients with pending sales not contacted in over a week
- Remote salesreps who have not synched in over 'x' hours or days
- Clients with total sales less than 'x' who have called support more than 'y' times
- An opportunity within 'x' days of closing
- Clients within 'x' dollars or 'y' purchases of a bonus plan
- A discount, quote, or limited-time offer within 'x' days of expiring.
Updating SalesLogix when:
- Clients with pending sales opportunities have not been contacted in over a week (KnowledgeSync can schedule a follow-up phone call)
- An opportunity is closed (KnowledgeSync can add the order to an underlying Financial application)
- A client enters information into a website (KnowledgeSync can update the corresponding contact)
Processing SalesLogix mail messages, such as: - Automatically replying to a prospect by sending product brochures
- Forwarding an e-mail to the appropriate account manager's pager, PDA, or cell phone
- Responding to the content of a message by scheduling an intelligent follow-up activity.
And distributing SalesLogix reports, such as:
- Distributing an “Overdue Activities Report” for each salesrep with overdue activities
- Sending an “Account Support Report” to an on-the-road salesrep
- Replying to a client's e-mail or web request for a “Call History” report by automatically generating and delivering that report.
Complements SalesLogix Module(s):
- SalesLogix Marketing
- SalesLogix Sales
- SalesLogix Support
KnowledgeSync SalesLogix BusinessAlerts
SalesLogix BusinessAlerts allows you to actively notify employees, business partners, and customers of time-sensitive business information via e-mail, fax, pager, PDA, cell phone, and/or web browser - automatically.
Behind the scenes, SalesLogix KnowledgeSync monitors the SalesLogix database, other business applications, incoming e-mail, and your operating environment. Once it identifies a critical event that may impact your organization's productivity and profitability, BusinessAlerts responds by sending alert messages, distributing reports, and updating applications with the new information.
Sample BusinessAlerts included are:
- Opportunities due to close this week, month, or quarter
- Opportunities that are won or lost
- Open opportunities with no activity for several days
- New leads recorded in SalesLogix
- "Hot” accounts for Service and Support
SalesLogix E-mail Response allows a prospect to request information on your company website, and become a record in your SalesLogix database within a minute! And because the request is delivered via e-mail, there is no direct connection to your database and little security risk.
Once the prospect's data is added (or updated) in SalesLogix, E-mail Response can also send a personalized message back to your prospect. Plus, BusinessAlerts can be sent to your employees to alert them that a customer has requested information and updates have been made in SalesLogix.
Integrated Service Alerts: Manage Tickets 24-7
Integrated Service Alerts to your solution - a version of SalesLogix KnowledgeSync designed especially for SalesLogix Support - can help you service your customers better than ever before.
A component of Integrated Service Alerts, E-mail Response analyzes customers' messages and creates tickets automatically, eliminating labor-intensive cutting and pasting. Follow-up messages are matched with open tickets, making sure they help resolve issues rather than just waiting around to be noticed. Support management and administration also improve with more accurate data on ticket and e-mail creation and activity.
Communication with your customers is also enhanced as they receive messages advising when they can expect to hear back from you, as well as automatic progress reports.
Another component of Integrated Service Alerts, Service Notifications and Escalations, helps your support team work more efficiently by alerting members if a new ticket or defect is assigned, if an issue is not being actively worked, or if a ticket is getting close to its deadline. In fact, Integrated Service Alerts can automatically reassign or escalate tickets based on criteria you set. And the interface between Sales and Support will grow even tighter as you're notified when a customer's service contract is about to expire.
BUSINESSALERTS: FEATURES
- Identify critical SalesLogix data and automatically send alerts to users & managers
- Automatically update SalesLogix contacts, accounts, and History with important information
- Generate and distribute Crystal reports automatically, based on a predefined schedule and data conditions in SalesLogix
- Monitor the operating system for events that could adversely affect the usability of SalesLogix
E-MAIL RESPONSE: FEATURES
- Identify incoming e-mail and automatically take actions based on content
- Scan, auto respond to, and auto forward e-mail
- Auto update SalesLogix by scheduling new activities, notifying recipients, and recording transactions
INTEGRATED SERVICE ALERTS: FEATURES
- Create tickets from e-mail
- Communicate turnaround time to customers
- Capture e-mail traffic and update existing tickets
- Monitor and escalate outstanding tickets
- Notify account managers of new accounts and contacts
- Protect the confidentiality of service reps' private e-mail addresses
