What if a CRM could be integrated with a document management system? This would allow all business process owners to view and act upon the documents that provide an important piece of the total customer picture. An integrated solution can make documents such as invoices, contracts, memos, brochures, and sales tools immediately accessible to sales and account managers, as well as to customer service representatives. When this solution is delivered in the cloud, it provides increased access across an organization, no matter where employees are located.
Primarily geared toward support and customer service organizations—that often feature high-volume, low-complexity transactions—and refers to managing historical documents specific to the customer, such as contract documents. Does mention collateral and potential upsell/cross-sell implications, however.
ROI includes time savings (including customer call time), business-specific metrics around productivity and profit, and customer satisfaction (huge in the age of social media), and reduced risk of brand damage from the errant distribution of outdated documents beyond the firewall.
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