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Processes » Business Processes » Engage

Engage

QAD Enterprise Applications provides tools for every phase of the customer life cycle from quotations and RFQs to order and delivery through after-sale service and support. Customers can choose self-service options, EDI or traditional communication channels, and QAD Enterprise Applications gives the company a complete view of the customer.

Improve response time: Customers want information about order status, including inventory on hand, invoice or shipment information or pricing — and business systems must deliver this information whenever and however customers ask.

Communicate through multiple channels: Whether your customer chooses self-service, phone, fax, EDI or XML, QAD Enterprise Applications handles them all and provides a complete picture of the customer’s interactions with your company.

Effective Enterprise Best Practices

  • Web orders integrated with pricing, ATP and back-end supply chain functions
  • Complete capture of a customer's interactions
  • Integrated marketing, sales and customer service database
  • Customer self-service to place orders and check status
  • Customized configurations in quoting and order entry process

Effective Enterprise Metrics

  • Lead-to-Customer conversion ratio
  • Quote-to-Order conversion ratio
  • Time to convert a lead to a customer
  • Time between customer call and company response
  • Cost of customer acquisition
  • Average time to resolve a customer issue
  • Campaign effectiveness by demographic, by product
  • Promotion effectiveness by demographic, by product

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