Building Successful

Customer & Partner Relationships

Becoming a customer-Oriented organization


PROFILEs Response to
Building and Maintaining Efficient Customer Relationships

In todays competitive environment, maintain and develop effective
customer relationship is key to business efficiency. PROFILE with a
successful track record of innovative IT solutions primarily in the financial
sector, has developed a high-end CRM & Operations solutions that acts as
the main repository of you of you Business Intelligence on products,
customers, sales, projects, processes and Marketing.

The innovative IT Solutions for CRM is NOUS. NOUS (Ancient Greek for
mind, wisdom, intelligence, brainpower, intellect, mentality,
sense, understanding) is also the central processing unit of a human
body, and so far, there is no other living organism that can outsmart the
intelligent and efficient operation of the human body.

NOUS as a business tool streamlines sales, improves communication
with customers, enhances customer support, automates internal
processes and effectively monitors all tasks.

How CRM has evolved in todays businesses
What empowers your business to build, enhance and maintain customer
relationships is interoperability and efficient use of human resources,
technologies, strategies and processes. Designated as the means to
improve your competitiveness and service quality, this can increase your
customer relationship life cycle and boost your sales.

CRM Strategy and Operations Management are brought together in a
single integrated system with built-in Workflow and Project Management
functionalities, to replace current, usually cut-off applications.

NOUS enables easy tracking of customers and sales life cycle: from first
contact, to purchasing and receiving selected products and services,
requesting and getting instant and efficient support, and gaining
satisfaction, through to the repeated ordering of new products or services.
Moreover, NOUS competitive advantage is that integrates your
companys functions to one solution. It is ideal for corporations or
businesses of all sizes (small, medium, large) and types (vendors, service
providers, manufacturers, constructors, communication facilitators,
financial facilities, retailers, public institutions, etc.).










Accounts & Contact
Management
Automated & Advanced
Marketing Processes
Sales Force Automation
Customer Service &
Support
Project Tracking
Customer Loyalty
Management
Partner Relationship
Management
Dashboards, Portals &
eCommerce
Analysis (BI & MIS)
Integration
Modules:






Share Knowledge
Streamlining account
management and keeping
detailed records of customer
information is key to all
businesses and most importantly
to the efficacy of future actions
via the use of a comprehensive
Database system

Account & Contact
Management
Keep detailed Track record of all
accounts.
Set unlimited links between them
and view them in one click.
Create tree relationships,
functional individual or shared.
Manage all actions and tasks with a
detailed account history.
Create actions for every task
including sales opportunities,
quote, purchase order or support
request.
Plan your next actions for your
team. Keep detailed timesheets,
expenses and more.
Modify alerts easily customized to
your preference.

Account Intelligence
Use Account Intelligence to focus
on any account transaction.
View account history at every level
with sub levels and entries such
as:
Outstanding or planned Tasks.
Sales Opportunities records
Quotes and purchase orders
under pricing policy.
Comprehensive estimates and
budgeting in terms of cost and
time.
Marketing campaigns and
processes.
Repair and installed base.
Service and support
agreements.
Customer requests related to
Knowledge Base.
Competitor Information in
detail (by product, project or
service).
Goal analysis and strategic
alliances.
Online links to other systems
i.e. ERPs.

Special Dates
Keep track of name days with
calendar reminders.
Automate repetitive tasks, such
as sending seasons, birthday or
other greetings cards and gifts
on special dates.

Time Management
Organise your activities on the
calendar, with automatic alerts
for appointments.
View at a glance all tasks
performed by all users.
Locate available team members
to assign them tasks.

Automated Integration
Attach and manage electronic
files (documents, spreadsheets,
images, audio files, etc.) on
every step.
Import info or contacts to Office
applications, such as Excel or
Outlook, and then transfer them
to any compatible hardware.
Send personalized emails (e.g.
Newsletters) or use Word to mail
merge letters, etc.
NOUS Mail Client manages
undelivered emails according to
delivery error.

Security and Access Status
Record accounts and individuals
by access level. Enable access to
specific personnel.












Accounts & Contact
Management
Automated &
Advanced Marketing
Processes
Sales Force
Automation
Customer Service &
Support
Project Tracking
Customer Loyalty
Management
Partner Relationship
Management
Dashboards, Portals &
eCommerce
Analysis (BI & MIS)
Integration
Modules: Account & Contact Management







Streamline Marketing
processes.
Use NOUS to build long-term and
profitable customer relationships,
organize and launch effective,
timely campaigns making use of
both conventional and electronic
means. NOUS enables your
Marketing and Sales Forces to
communicate effectively with
prospective and current
customers, organize campaigns
for specific target groups, cut
sales cycle lengths and improve
the success rates of every
campaign.

Mailing Lists
Create mailing lists for single or
multiple uses.
Use multiple variables to select
and target your market.
Combine existing mailing lists to
generate new ones with the same
or different contacts.
Import contact details from other
sources (Excel, Databases,
Internet etc.).

Marketing Campaigns
Plan complex marketing
campaigns with allocation of
tasks and resources.
Automate your customer
approach with step-by-step
planning.
Monitor campaigns efficiency in
real time.

Marketing Processes
Set multiple actions for every
campaign.
Produce and publish material,
organise email campaigns, to
selected group. Perform Cost -
Benefit analysis on the result.
Manage standard and
personalized email messaging,
merge mailing, Newsletters,
meetings, tasks and more, all on
one application.
Personalize every communication
process.

Lead Generation
Create a series of events to
manage effective your leads and
allocate them accordingly
Exploit cross-sell and up-sell
interest via the utilization of the
database.
Perform monitored follow-ups.
NOUS enables you to assign
prospective customers to the
right person quickly, consistently
and automatically.
Turn prospective customers into
sales opportunities.

Advanced Marketing
Send standardised and
personalized emails in html
formats (e.g. Newsletters).
With NOUS Mail Client manage
any undelivered emails with the
delivery error and alternative
action.

Marketing Result Analytics
Identify sales trends
Measure and evaluate your
marketing processes and
corporate profile.
Analyze your leads, sales and
marketing processes to designing
strategies that will yield results.
















Campaign
Management
Mailing Lists
Marketing Processes
Team Management
Automated Marketing
Actions
Sales Opportunity via
the use of various
channels (Internet,
Email, Mail and Phone
Messaging, etc.)
Imports from any E-
Source
Links to Email & Fax
Integration with
Emails client &
Newsletters
Loyalty, Sales,
Customer Service &
Support and Projects
Cross-Sell/Up-Sell
Sales & Analytics
Analytics & Reporting
Key Features:
Automated & Advanced Marketing








Automate Sales Updates
Manage your customers through the sales cycle from start to finish.
Collect and enter prospective customers, sort them by different ways and
create ongoing tracking and analysis. Track in detail all sales
opportunities, as well as competitor information, creating personalized
contacts based on your product offering. Automate all processes, from
quotes through to purchase orders. Manage sales forecasting. Take
advantage of cross selling and up selling opportunities to maximize your
sales efficiency to generate income. Share key information with your
Sales Team, in the office or from home.

Sale Opportunities
Track prospective customers,
quotes, products, forecasted
turnover and sales length by user
or by user group, directly and in
real-time, and set accurate
forecast of your sales cycles.
Improve communication with
your clients, monitor and
automate actions by
implementing Action Plans.

Pipeline & Forecasting
Manage pipeline and projected
sales.
Categorise sales by product or
forecast.
Compare projected to realised
sales, in total or on monthly
basis.

Quotes & Purchase Orders
Create template quotes by using
the existing links to products and
services, thus creating different,
personalised quotes on existing
templates, ready to print, email,
Fax, etc.
Include all terms and conditions
in every quote even if different.
When receiving the signed
order, send it directly to your
ERP to issue an invoice.

Products & Services
Use core and alternative items in
every purchase order to ensure
the correct value.
Cross check the stock availability
with your Back Office (ERP),
online.

Remote Working
If you are often on the field and
want to work away from your
office, you can do so by using a
web browser from your laptop
and NOUS Mobile. Use NOUS
Connector to log on to your
server.

Vendor Commissions
Track purchase orders and
calculate pertinent commissions.
Combined with Budgeting,
commissions can be calculated by
target achieved.

Analysis of Sales Efficiency
Measure and assess your sales
efficiency.
Analyze your leads, sales and
marketing processes to cut your
sales cycle lengths and improve
your success rates.
Focus on designing strategies
that will yield results.













Sales Opportunities
Management
Area Allocation
Forecasting & Pipeline
Sales Force
Automation
Team Selling
Management
Products & Services
Multiple Packaging
Core & Alternative
Items per Order
Market Intelligence
Quoting Templates
Track Changes
MS Office, Email and
Fax links
Partner Relationship
& Sales Management
Sales Drive &
Attrition Analytics
Cross-Sell/Up-Sell
Sales & Analytics
Marketing, Support &
Projects
Track Order
Back-Office (ERP)
Connectivity
Output & Efficiency
Analytics
Dashboard Analytics
Reporting & Analytics
Key Features:
Sales Force Automation (SFA)








Empower your Customer Service & Support departments
Using an integrated system that records service requests and customer
calls, improving customer satisfaction at the same time, you can
experience better customer service. Track information and cases, build
your own Knowledge Base, facilitate and speed up your response-to-
request times design Service Level Agreements (SLAs), and track
returned items using Return Merchandise Authorizations (RMAs).

Customer Service Requests
Track and route all customer
service requests automatically.
Manage requests with full
knowledge of each case history
via the database.

Support & Repair
Track service requests and
trouble tickets.
Monitor individual repair times
and costs.
Take full control over repair
management, from receiving the
product for service, through
every repair status, to delivery.
Track all items in repair or
installation. Relate every request
to products, installed equipment
or services. Use equipment serial
numbers, if necessary.
Track all trouble ticket statuses.
Prioritize task completion.

Field Service
Track installation, repair or
maintenance tasks carried out in
your offices or in the field.
Organize all relevant processes
before assignment to the
technical staff and submitting
cost reports. Installation, repair
or maintenance managers can
click-their way through each
service status.

SLA Management
Manage Service Level
Agreements or subscriptions to
products effectively.
Provide preventive maintenance
in compliance with the Service
Level Agreement.
Track deadlines and use alerts to
update agreements automatically
upon acceptance by the
customer.
Installations Management
Manage your installations (e.g.
equipment, software, etc.) using
data (e.g. edition, version,
release) and history on the
status, process and replacement
of the installed items (e.g.
installation, in use, out of order,
out of use, etc.).

Satisfaction Surveys
Undoubtedly, you want your
customers to feel they have
received from you the best
products and services. Do your
customers feel the same way?
To track their views and optimize
your service quality, you can
compile questionnaires and
conduct short surveys to register
their views. Use the Reporting &
Analytics tool kit to evaluate the
results.
It always counts how your
customer feels.

Evaluation
Track and evaluate every case.
Assess your teams efficiency and
service completion times.
Customize your support modules
to generate income. Improve
response times.











Open, Track and
resolve customer
requests
Unlimited Service
Requests per
Customer
Instant Service Cycle
Visuals
Track Recovery Times
& Cost
Service Level
Agreements (SLAs)
Track Billing
Information
Convert Email into
Service Requests
Portal-Generated
Service Requests
Return Merchandise
Authorizations
(RMAs)
Knowledge Base
Automated Support
processes
Track all Tasks-to-
Completion
Self-Service Portal
Integration
Track and Analyze
Support Efficiency
Dashboard Analytics
Analysis & Reporting
Key Features:
Customer Service & Support









Successful Project management on time
Project management lies at the heart of most corporations, either at
customer level or at company level internally. Project Tracking is pivotal
in managing customer (or other business party) relationships, and yet it is
not part of the solutions developed by most CRM vendors. NOUS can track
all relevant tasks and data, letting you visualize full project profiles and
financial results in real time. With the system you can manage multiple
types of projects, including deadlines and materials, values and costs, and
compare these to your budget at any time. Organize your day-to-day
activities effectively, design and track the status of tasks assigned to your
staff and team. Use the wide range of tools and options of NOUS to
optimize the processes defined in the Action Plans.

Project Folders
Manage all projects, facilities,
constructions, services, tenders,
campaigns, events. Set steps for
every task, in every corporate
department, and by accessing
past or future project sub-
processes instantly.

All records include
commencement dates, projected
completion dates, ratio of
completed tasks, actual
deadlines, and project- or task-
related profits and expenses.
Integrate with ERP system to
incorporate invoices for expenses
automatically.

Tasks
Assign tasks and track individual
or team processes in relation to
all your business parties
(customers, suppliers, partners,
etc.) for each project in the form
of workflows.




Time & Expenses
Track task execution times and
expenses, to make project
estimates.

Quotes & Purchase Orders
Use budgeting entries (Sales &
Purchase Quotes). Once you
have been awarded a project,
select suppliers and quotes.
Track changes and shifts by
managing editions for each
quotation.

Resources
Manage your human resources
and other resources and use the
Calendar Planning option for
scheduling tasks.

Assessment
Track and assess every project
through fully transparent Sales,
Service and Support evaluations
that enable everyone to improve
their work and make smart
business decisions.
Rely on the best resources and
their assets to enhance the
quality of your services.















Budgeting
Custom Projects and
Folders
Purchase Orders per
Project
Purchases per Project
Tasks and Cost
Resources
Real Vs. Budgeting
Entries
ERP-Generated
Control over Project
Cost
Track and Analyze
Efficiency per Project,
Department, Business
Party
Dashboards Analytics
Reporting and
Analytics
Key Features:
Project Tracking









Build Long term relationship
Recent research indicates that businesses lose 10% of their current
customers, when the cost to attract a new customer is 7 times the cost to
retain an old one.

Customer loyalty reward schemes are aimed primarily at rewarding
customers for their purchases and preference to the business, seeking to
develop a dynamic retaining and growth strategy of the estimated, profit-
carrying customer base.

NOUS provides efficient, cost-effective loyalty solutions that can be
customized, unlike any other product, to personalize your relationship
with your customers and gain sustained customer commitment. With
NOUS you can measure the effect of every loyalty scheme in process-
induced changes, changes in attitude and profitability shifts.

Loyalty
Track customer base loyalty in
every business i.e. retailers.
Analyze customer behavior and
use regular communication (e.g.
direct mail or emails) to support
it.

Track your customers
transactions and analyze them to
understand their profiles. NOUS
provides detailed statistics on
customer groups and products.
Assess your transactions with
your customers and use rules to
award bonuses or points and
grant special privileges (e.g. gift
vouchers).

Attach a Loyalty Status (e.g.
Golden, Silver) to every
customer, according to
parametric rules.
Both centralized and de-
centralized system options are
provided.

Advanced Loyalty
To make complex entry relations
and assessment rules use the
tool for Advanced Loyalty
Management. Include Multi
Dimension Rules in your
calculations, such as Item,
Quantity, Value, Store,
Customer, Calls at the Store, etc.
Offer bonus points, gifts, gift
vouchers, discount coupons, etc.

Redemption
The most important system for
the business itself is redemption
design and implementation.
Granting privileges (points, gift
vouchers, etc.) generates costs
for your company.

Redemption is the currency of
your transactions with your loyal
customers.

NOUS makes sure such privileges
are exercised only once.


Note: that nowadays the points that are awarded globally through the
Internet amount to a third currency, following Euro () and USD ($).








Loyalty Cards
Pre-Paid Cards
Issue Loyalty Card
Points or Bonuses
Point & Bonus
Redemption
Marketing Campaigns
& Processes
Mailing Lists
Track Related
Operations
Member Statuses
Custom Contacts
Custom Loyalty
Programs
Cross-Sell/Up-Sell
Sales & Analytics
Automated Marketing
Processes
Relational Marketing,
Sales and Support
Integration with
Retail and/or ERP
Systems
Reporting & Analytics
Key Features: Customer Loyalty Management








Uptodate Information when needed
Partner Relationship Management (PRM) enables your partners to access
information about contacts and opportunities for sales, to work together
on negotiations and to track all information assets they need to be
successful and efficient.

Successful Businesses need to collaborate effectively with their partners,
often extending and sharing their information on key customers and
sales. Only then can businesses manage the pipeline, process orders,
follow up marketing activities, and forecast sales, with return.

To expand and manage their businesses, NOUS provides the leading
industry Partner Relationship Management application. PRM enables you
to communicate with your partners and take full control over every
element of your sales and marketing process, including marketing
campaigns, lead management and order processing.

Partner Portal
Connect your business to your
partners process over the web.
NOUS has a special Portal feature
to support the functions of your
partners online.

Partners are allowed to access
any information relevant to their
work, as defined in the system
access and area of relevancy
(geographic or business).

Consolidate Pipeline &
Forecast
Achieve complete transparency
and consolidate fully your
partners pipelines and forecast.

Make your data visible to your
partners to the extent you want.
Share processes tracking to
achieve your goals with shorter
sales cycles.
Allow your partners to use the
Portal and view relevant
marketing, sales and support
information.

Your results depend equally on
the results of your partners.

Joint Marketing Campaigns
Plan marketing activities jointly.
Stay competitive and help your
partners to succeed.
Manage marketing campaigns,
activities and follow-ups jointly to
optimize execution times, quality
and efficiency.
Encourage special pricing policies
and discounts for customers you
have approached through your
partners.

Partner
Commissions/Royalties
NOUS allows you to calculate
commissions easily, in exchange
for the profits generated and
your joint effort to achieve your
goals.
You can pay commission to your
Partners to compensate them for
revenue shares or co-marketing
efforts.

Sales & Marketing Library
Share all information stored in
NOUS with your partners.
Build your Knowledge Base and
project for approaching new
customers more professionals.










Joint Management of
Opportunities for
Sales
Integrated Customer
Base
Merge Projected
Sales by Business
Parties
Marketing Processes
Promotions and
Discounts
Track Quotes,
Purchase Orders and
Sales
Partner Commissions
Shared Sales &
Marketing Library
Key Features:
Partners Relationship Management








Effective Operations
Multiple levels graphs and portal enables your business to develop with
the least effort. Thus providing continuous customer service online while
enhancing internal procedures for all staff to access information when and
where is needed

Role-Based Dashboards
Use the default pre-build role-
based dashboards. NOUS can
generate graphs of your business
and industry in one screen.
NOUS provides real-time
intelligence on relevant sales,
quotes, purchase orders,
outstanding tasks, emails and
faxes, etc.
Customize this intelligence and
integrate data from other
systems. View and analyze
information assets stored in
NOUS, using dynamically
generated dashboards for
opportunities per sales status,
monthly potential sales
(pipeline), time and opportunity
status-based details, and drill
down to detail transactions from
graphs.

Self-Service Customer Portal
Introducing a self-service
customer portal opens up a new
a channel of communication with
your customers. Opens a
communication to your
customers by giving them a way
to post service issues, place new
orders, or view their order
histories. Such a site lets you
stay open for business 24/7 for
your customers, around the
world.
Moreover, it delivers a high-
quality, high-touch experience for
customers while reducing the
cost of customer care to your
company.


In addition, detailed order history
allows intelligent selling/cross-
selling approaches, which help
turn the investment into a profit
center.

Employee Portal
The Employee Portal offers a
web-based interface to submit
requests for support, track
outstanding requests, assign
them and track every customer-
related communication and
process.
It supports a number of features,
such as: calendar, expenses,
reports, alerts, request
submission, searches in the
knowledge base and integration
with other modules.

eCommerce B2B & B2C
BeCommerce PROFILEs
eCommerce solution is
imperative for any organization
who wants to integrate their
sales data and shorter sales
cycles! BeCommerce enables you
to receive orders online, process
them and dispatch them . An
entire electronic shop is at your
disposal, with features that can
meet the requirements of the
most challenging businesses.
Options such as cross-selling,
affiliate network management,
Wish List, Gift Certificate,
customer views and grading, in
addition to special customer
discounts offer unlimited sales
potential on the web.











Customizable
Dashboards
Key Performance
Indicators (KPIs)
Role-Based Overview
Custom Visuals
Access Rights
Knowledge Base
eCommerce (B2B &
B2C)
Reporting & Graphs
Search
Key Features:
Dashboards, Portals & eCommerce









Business Intelligence and Management Information System
NOUS Business Intelligence tool kit enables you to be on top of your
business and its processes, sales, marketing, customer facility support
and maintenance, project monitoring and internal operations.

OLAP for Reporting & Analysis
Process your customer data
rapidly and make informed
decisions based on up-to-date
information.

Tailor the Pre-Defined reports to
your specific needs. NOUS is an
open source system for reports,
based on the most popular
reporting tool kit: Crystal
Reports.

The powerful multi-dimensional
analysis tool is designed to
generate different views and
analysis, extracting instant, in-
depth intelligence on your sales,
marketing, services and support.

Analyze your results to:
Get a complete picture of
your business to help you
make informed and strategic
decisions
Explore your data in depth
Use default features and
OLAP cubes
Write informed well-
documented budgets,
forecasts and create plans
Use the in-build calculation
tools to increase income, via
monitoring of the actual
figures, effectiveness and
efficiency
Develop and integrate your
own new Crystal Reports
into NOUS

InfoCenter
InfoCenter consolidates and
automatically depicts day-to-day
and outstanding processes,
quotes, service requests,
projects, emails (Outlook-
integrated), faxes (fax
management-integrated) and all
other NOUS elements

Feed of selected data, e.g. new
entries or entries with
outstanding quotes on open
status, from business parties to
InfoCenter is performed during
predefined periods of time.

Users of all stages can access
and see the key data of their
interest, on a comprehensive
screen, with authentication
rights, according to their status
and corporate organization chart.


All data provide drill-down options and can be viewed in useful graphs.


















Over 50 pre-defined
Reports
Custom Lists and
Fields
Management
Analytics
Statistical Analysis
Customizable Graphs
Ad-Hoc Reports
Centralised
Information &
Automatic Updates
Display Info from
every Integrated
External Source
Key Features:
Analysis (BI & MIS)









NOUS with its ready to use links (APIs) the system integrates and
suchronises with third party applications. To this end, there are integrated
links with all major ERP applications of the Greek market, while NOUS
operates in a single, cross-functional ERP platform.

Import Manager
Data imports from dbs or excel
files in csv or other format. Data
imports at any time.

ERP Connectivity
The system provides easy
integration with all known ERP &
MRP systems and enables instant
view of customers financial
results. Constant links to
exchange data on customers/
suppliers, contacts, items, etc.

CTI Connectivity (MS TAPI)
Recognition of incoming calls
(Caller ID) with automatic view
of callers records.
IVR Connectivity
Recognition of IVR recorded data
and co-relation to recorded in
NOUS actions and orders.

More Connections
NOUS comes with in built links
for:
MS Office (Word, Excel,
Outlook)
eCommerce (2, 2C) by
PROFILE or other vendors
Fax servers
Mail Servers
PDAs


The platform provides standard links to:

Open a new customer and basic data transfer to other systems
Import data from a different systems including data on products,
services, etc
Real time input on data from other application ( financial, accounting
and warehouse activities via invoices) and view them on CRM
Data Transfer on Purchase Orders, Maintenance and Support
Agreements, and other invoicing
Projects transfer to another system and collect any related data from
invoices, etc.

NOUS provides CTI connectivity and caller ID options. The system
automatically displays the callers record. IVR connectivity allows the
system to receive data recorded on the IVR and correlate the data to
tasks and orders existing in NOUS. NOUS connectivity options to other
vendors applications (EAI), enables users to process the data from other
databases (SQL, Oracle, DB2, Access, etc.), with ease. System
administrators can create new links to other databases via the Automatic
Data eXchange (ADX). In addition, NOUS has inbuilt links to e-Commerce
B2B & B2C solutions developed by PROFILE.












Enable 360 View of
Customers
Lead to Faster
Decision Making
Eliminate Knowledge
Silos
Reduce Data
Duplications
Enhances Data
Integrity
Provides Real-Time
Access to Back-Office
Minimizes Application
Development Costs
Utilize Industry
Standard
Technologies
Increase Efficiency
Maximize Return on
Investment (ROI)
Maintains Workflow
Integrity across
Departments
Data Mining across all
Enterprise
Applications
Key Features:
Integration






























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info@profilesw.com www.profilesw.com