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