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Customer Relationship Management (CRM) is the "systematic use of technology and processes that enable companies to maximize the value their customers and the company derives from their relationship". CRM system solutions leverage technology and business processes to improve customer identification, acquisition, service and retention... always keeping the customers' best interest first. CRM had its beginnings in integrated "sales force automation" and "call center technology solutions." The evolution now includes "marketing automation" and specifically, "Internet marketing." Fundamentally, CRM is the expression of a customer-centric business philosophy. From the customers' perspective, all potential customer/company touch-points add value to the relationship by delivering the relevant services and information they need, at the precise point in the relationship life-cycle where it is required. For the company, CRM solutions improve efficiencies, produce delightful customer relationships and result in maximized Return-On-Investment. For the real estate professional, a CRM system solution should provide the integrated tools necessary to allow the REALTOR® to follow proven business practices that are consistent and easily repeatable. The effective delivery of these practices produces predictable results that insure the customer the best possible service delivery. The sum total of integrated practices represents a customer centric system consisting of the Realtor's storefront (interactive consumer Web site) and "practice management center" (agent's Virtual back office). Today's REALTOR® relies upon a myriad of independent tools, like the telephone, pager, cell phone, fax, voice mail and hand-held assistant (e.g. Palm) in order to improve their communications and information access/dissemination. Now add to the mix, a personal Web site, possibly multiple personal web pages on various real estate portal sites, e-mail, desktop listing manager, contact manager and various other REALTOR® desktop tools and you have automated your practice. Right? More likely what you have created is a management nightmare, when in fact the goal for these collective tools was to help manage personal time and business relationships. Each one of these specialized tools has its own unique human interface...all different. Each has its own implementation challenges and different service organizations. And, many overlap each other in features provided. As if that wasn't enough, the ability to exchange data from one to the other, if possible, is cumbersome at best. These isolated information "islands" add to worker stress and erode efficiency. The InteliTouch solution integrates all communications tools into a secure online Practice Management Center*. The REALTOR® is issued a single phone number, eliminating the prospect and client's need to know which number will locate them. The personal call center manages call routing and screens incoming calls, allowing the REALTOR® to choose to take the call, or allow the system to route it into voice mail. In addition, the automated personal call center receives faxes, and manages fax-on-demand listing flyers. Hand-held assistants are fully integrated into the contact manager, which is fully integrated into the Practice Management Center*, which is accessible from any PC with Netscape or MS Explorer browser. With InteliTouch, the user is confronted with a single, easy to learn human interface. The InteliTouch Technology Partnership provides REALTORs® ongoing service, training and support. E-mail, and voice mail communications are unified within the Practice Management Center*, which also integrates leads from the REALTOR'S® disparate personal Web pages, residing on various real estate portals, into a single, powerful lead management system. All of a REALTOR's® MLS listing activity is managed by the system, including self populating the REALTOR's® Web site with their listings and providing a private home search capable of managing more buyer prospects then you ever imagined possible. |
