MICROSOFT DYNAMICS AX
ENTERPRISE DISTRIBUTION & CALL CENTRE MANAGEMENT (EDCCM)
Businesses acknowledge the strategic impact of service on both customer loyalty
and the bottom line. The service aspect of the business is increasingly under pressure
to decrease operational costs, improve service delivery quality, drive service revenues,
and increase customer satisfaction – the demand for these improvements has never
been greater. To take a phrase from the Lean Manufacturing World “Do more with less”
is the common operating plan for service businesses regardless of industry.
Today’s customers expect to do business anytime and across multiple channels of
communication, languages, and currencies. They expect to speak to someone with the
right skills who has all the information at hand to meet their particular needs.
In addition, they want increasingly higher levels of service at a lower price. Many
organisations try to solve this problem by building web sites or other point solutions - each one on different technology architecture. This approach fails to provide
a unified view of the customer and eventually increases the amount of resources
that organizations must consume to support these point solutions. This is why eBECS
have produced Enterprise Distribution & Call Centre Management (eDCCM) for Microsoft Dynamics
AX. This addresses the fundamental problem faced by all enterprise level
call centre operations; how to integrate CRM, Telesales and their ERP operation
into a single seamless operation.
Built from the ground up on the Microsoft Dynamics AX platform, eDCCM is designed
to help organisations create and manage a continuous business flow within a complex
sales order supply and distribution operation, even within a lean manufacturing
environment.
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Tele Sales
- Task Management
- Advanced Customer
- Target List Management
- Delivery Routing
- Advanced Pricing
- CTI Integration