Customer Relationship Management

MiCRM centralises all of your prospect, customer and business contact records with their associated communication history. Authorised users only need a web browser to access the entire history of each contact and view pending tasks or recent communication in a single click.

The intuitive contact management tools improve the way you record your day to day communication. Store hundreds of thousands of contacts; each linked to a potentially limitless amount of personal information. The more detail you provide to your sales and marketing team, the greater your competitive advantage.

You can easily designate a primary form of communication for a contact and store multiple types of communication records, including postal addresses, email addresses, telephone numbers and your own customised data fields.

Your data can be imported into MiCRM from existing database or spreadsheet sources or entered manually through the user-friendly interface. The quick-create feature enables you to record new Contacts and Organisations as you interact directly with customers making it ideal for telesales or mobile scenarios.

Individuals and organisations are stored centrally and can be associated with one another, eliminating the duplication of personal contact records. You can denote individuals as employees of multiple organisations, designate primary contacts, set a personal or company rating and store marketing preferences for each record.

Batch changes to contact or company records are made easy by MiCRM's Data Management features; simply generate a Distribution List and apply the settings to the entire list.

MiCRM transforms the way your users work with contacts. MiCRM makes it possible to capture all forms of communication activities. You can create notes for every telephone conversation, record when a letter or email has been sent or set a follow up date reminder for a particular sales or marketing activity - even when out of the office.

Sales Opportunity & Referral Tracking

Many organisations wish to analyse how they acquire their customers or track referrals from partners. MiCRM provides tools to log all business opportunities with an assigned financial value and an incoming or outgoing referrer, plus a limitless amount of additional customisable data fields. This important information is visible when viewing a Contact or Organisation record. The inbuilt sales opportunity summaries and reports allow you to easily monitor and forecast income, wins and losses or referrer activity.

One of the principal aims of MiCRM is to help sales and marketing professionals to easily identify and focus on their most important customers, contacts, leads or opportunities. The contact rating system helps users to apply their efforts where they will have maximum impact. In addition to a global rating for every record, each user can specify a personal rating.

The rating system is fully customisable and is used to indicate the quality and importance of a relationship. Rating your contacts streamlines your customer account management process and helps users to prioritise their workload. The highest rated contacts appear on the homepage Active Centre in a personalised ‘Hot Prospects' list, offering an immediate overview of your most important contacts.

Task & Activity Management

MiCRM enables users to log tasks and activities, set reminders and record communication history against each of your contacts, marketing campaigns, distribution lists and events.

Users can record any type of task or communication against a record, such as notes from a telephone call, correspondence and email. Tasks can also represent meetings or any other event with multiple attendees. MiCRM can even send Microsoft Outlook calendar requests to internal attendees and VCalendar files to external individuals.

Many different tasks are automatically stored in the activity log for each contact, creating a complete history of your contact communication and empowering users to easily review and monitor activity. This cuts down on unnecessary repetition by making pertinent information available to the whole team.

The inbuilt task management email alert service helps to ensure that leads or enquiries are not lost. Research suggests that many businesses fail to maintain a satisfactory customer request and relationship history, causing considerable loss of revenue. MiCRM plugs the gap by maintaining and monitoring each user's list of tasks and activities.

Campaign & Event Management

MiCRM combines task activities and distribution lists to create a conclusive set of marketing campaign and event management features. The application can be used to monitor every stage of a sales and marketing campaign, from identifying and managing your target audience using a distribution list, to establishing your budget and target revenue and recording the results.

Events can be used to record any scheduled marketing activity that requires an invitation management process, such as a seminar, open day, or workshop.

You can assign distribution lists to events in order to create and manage your list of invitees. Then simply create a mailing list or design and send HTML email invitations direct from the MiCRM Email Engine, and use the distribution list to record and review attendance. Events and campaigns can be saved and copied, allowing you to re-generate the list for future use.

MiCRM provides a structured management tool that organises and automates your marketing strategies and activities.

Automated Distribution Lists

One of the most powerful features of MiCRM is the user-friendly process of creating and managing distribution lists for virtually any scenario, including mail shots, telesales campaigns, email broadcasting or event invitations.

Distribution lists can be instantly generated using rules that filter your CRM data, including your own custom data fields. This empowers users to quickly and easily produce highly specific lists by selecting key criteria. For instance, you can create a mailing list of your customers or a list featuring only local businesses that work in a particular industry and postcode, and then use the inbuilt email engine to send an email to each of the matching contact records.

Base rules enable you to set a ‘minimum requirement' for your distribution lists. For instance, you can specify not to include individuals that have "opted out" from a particular communication method or simply create lists based on geographical rules. You can then add your own additional rules to further filter the records in your list.

Contacts can be added or excluded from a list manually, and each distribution list can be edited, modified and saved for rapid list re-generation. Custom data can be created for each list, allowing you to store additional information such as attendance against a list of invitees. Alternatively you could generate a telesales list with custom fields to collate responses.

Email Marketing & Broadcasting

MiCRM is a powerful email marketing and broadcast solution. You can send high quality HTML emails to large groups of users in seconds; all you need to do is create a MiCRM distribution list, filtered by any number of specified criteria. Then select an email template or create a new email template using the inbuilt visual editor. The email is then sent to all the recipients in your list and the activity is logged against each contact.

You can be certain that your email broadcasts are always targeted at the most appropriate audience. Email preferences can be stored against contact records allowing unsubscribe requests or additional communication preferences to be recorded effectively.

Customisable Data Structure

MiCRM is extremely flexible - you can specify your own custom data fields for contacts, products and services, distribution lists, campaigns and events enabling you to tailor the software to match your business, sales and marketing processes.

The potential is limitless. Custom data allows you store additional information, for example you could record specific details about your contacts and the products they have purchased or add extra data fields to an event or an email distribution list.

The customisable data structure enables you to include your own unique, searchable fields. You can choose the way that custom data is stored and entered by defining text fields, date selectors or drop-down menus.

You can select how users enter information into custom data fields, including open text, drop-down menus, yes/no selections, date selectors and numerical values. All of the custom data you add into MiCRM is fully searchable and is utilised throughout the application, allowing you to record an unlimited amount of personalised information.

Business Systems Integration

MiCRM can be tightly integrated with your existing business systems. The software features a fully automated XML data import function that makes it easy to import customer, contact or product information from virtually any third party data source.

An automatic daily update ensures that your MiCRM data always contains the most up-to-date information from any number of key business applications, systems or data sources.

A data de-duplication process eliminates duplicate records from imported data and enables you to view suspected duplicates side-by-side, allowing you to select the correct course of action before duplicates are imported.

Automatic Data Import

Some organisations have much of the data that is needed for effective CRM spread across many different third-party business systems. These can include ERP systems, practice management applications, accounting systems or simple mailing lists. The optional MiCRM Automatic Import Engine can make short work of combining, managing and importing this valuable data.

Contacts, organisations, users, products, opportunities and campaigns can all be seamlessly imported from your disparate data sources. You can set imports to occur at regular intervals (e.g. each night) to ensure that your MiCRM data is always completely up-to-date.

User-defined data quality levels ensure that imported data is of a sufficiently high standard. For example, you may wish to exclude addresses that lack a postcode - the import engine does this for you. ‘Problem' records are flagged and presented in a report so that you can take corrective action.

Advanced duplicate checking levels are also defined within the automatic data import module, so that you can ensure the veracity of your data. This is achieved by setting a level of ‘certainty' that two records are identical. Possible duplicates that fall below the specified level of certainty are then included in a report, which allows you to choose whether to discard them, import them as a new record, merge them with existing records, or replace existing records.

Microsoft Exchange & Outlook Integration

Many organisations use Microsoft Exchange Server and Outlook as their daily productivity tool and email solution. MiCRM allows you to automatically send common items such as tasks, calendar events and contacts to Microsoft Outlook. Your MiCRM contacts can also be easily exported to the common vCard format, enabling you to attach them to emails for others to import into their Outlook.

Intelligent Permissions System

MiCRM users are managed by security groups that define a user's ability to access certain parts of the software application. For example, you may wish certain users to only have "read only" access to contacts records, tasks or the distribution lists. The administrator can define new security groups and add specific user permissions to each group.

In addition, selected users can be granted explicit permission to manage individual contact records. In this way, account managers may take control of their customers, and ensure that other users cannot alter the records without their consent. Unauthorised users can submit their amendments using an inbuilt data authorisation workflow to help maintain the integrity of your CRM data.

Advanced Auditing & Reporting

All of the incremental changes that a user makes to the data in MiCRM is recorded and easily available from special tabs for each entity. This enables account managers to see at a glance when users made specific changes, and who approved or rejected the data change.

Administrators can view an aggregated list of all changes made throughout the application and create reports to help analyse activity.

Mobile Device Compatibility

Arm your mobile sales force with the power of MiCRM. We supply an optional mobile CRM module that can run on any Windows Mobile compatible device, including PDAs and compatible mobile phones.

Mobile users can synchronise their data with the central MiCRM server via a direct mobile internet connection (GPRS/3G etc) or by connecting their device to a PC and using a direct VPN connection.

Sales and marketing executives, managers and other customer facing personnel can use MiCRM Mobile Edition to send and receive valuable information. Users can access pertinent information that relates only to their own accounts, including outstanding tasks, and a complete picture of historical activity. This reduces mobile charges and ensures that your staff always have the appropriate information at hand, boosting their productivity in the field.

CTI & Telephony Integration

MiCRM can be configured to integrate with many different TAPI compliant telephony and communication systems, making it an ideal solution for telemarketing environments. The standard CTI (Computer Telephony Integration) features allow you to dial your intended contact or organisation in a single click or "pop" the contact record when an inbound call is received.

Contact us if you would like to discuss bespoke MiCRM telephony integration services with your specific equipment, software and business processes.

Flexible Online Help System

With every copy of MiCRM we supply a free, stand-alone web based application called MiHelp that neatly integrates into the software. The MiCRM user and administration guides are delivered in this powerful online help software. Both guides contain detailed and informative instructions covering every aspect of the software. They have been written to be easily understood and are jargon-free, providing clear and concise instructions for users of any skill level.

You can even edit the guides to suit your own users or create additional help files for your own applications or business processes. MiHelp is the ideal way to centralise your help and support documentation or business process documentation and keep it up to date with a minimum of effort.

Find out how MiCRM Marketing Software can improve your productivity; take a look at the benefits it provides to organisations of all sizes.