Customer Relationship Management
Workstream I: Customer Relationship Management
· CRM application appropriate for the Small and Medium Businesses (SMB) market should be implemented and deployed for use by TTC’s sales team
· CRM system should be compliant and integrated with TTC’s enterprise-wide SOA initiative
· Due to the sensitivity of the customer data contained, TTC needs the CRM system to run inside the firewall, unless SaaS-based system has appropriate security sub-systems
· TTC is standardized on Microsoft Exchange/Outlook platform – CRM system should integrate with Outlook for contact records
· Should facilitate mobile access for TTC’s field sales team
· Comprehensive forecasting, territory management, and channel management features are desired
· Customizable dashboard module, both for sales team, sales management, and TTC executives is urgently needed
· CRM application must have an analytics component in order to provide analysis and reporting functionalities