OpenBOX Solutions

Joshua A. Carpenter Vice President, Investments

“I evaluated Salesforce.com and found it couldn’t provide the level of customization we needed. OpenBOX CRM was flexible enough to adapt to our current business process and allows me to make changes as often as needed. As a result, our organization operates more efficiently and is able to offer the best personalized service to our customers.”

Sales Force Automation

Needs Assessment

  • Flexible CRM solution to accommodate rapidly-growing business
  • Capture and manage both consumer and business client information and history, including real-time opportunity and activity tracking
  • Ability to make frequent administrative changes with minimal IT intervention
  • Solution must support expanding services portfolio and infrastructure
  • Reporting capabilities for analysis and tracking are a must

OpenBOX Solution

OpenBOX CRM’s contact management system (SFA) that captures and maintains both B2C and B2B customer information including the following functionality:

  • Captures and moves leads through the workflow via previously set up business process rules
  • Provides real-time status of leads including outstanding activities and any associated notes and documentation
  • Provides real-time business information, allowing any team member to immediately assist a customer
  • Records and tracks all user activity
  • Includes pre-configured reports and queries as well as capabilities for users to easily generate their own and save them as submenu items for instant access
  • Access to system from anywhere with a User ID and password
  • An administrator “rules and tools” dashboard for customization including setting up user/group permissions; customizing fields, gadgets and dashboards; changing workflow process and setting notification and escalation rules

Results

  • The OpenBOX solution provides ICG with one consistent business process across the organization for maximized efficiency.
  • With access to real-time data, ICG is able to offer the best personalized service to its customers.
  • ICG has a complete audit trail of its business process, which is crucial for tracking and documenting employee accountability, customer interaction, and business transactions.
  • Analytics provide valuable information needed to make important business decisions, including tracking revenue streams and forecasting opportunities.
  • The OpenBOX CRM solution has enabled ICG to focus less on the day to day administrative functions and more on strategic planning and growth strategies.
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