Business Analysis and CRM System Functions Overview

1 Business Analysis*
1.1 Business sector

1.2 Location analysis
1.3 Employee analysis
1.4 Number of system users
1.5 Present CRM system
2 Overview - CRM System Functions*

2.1 Common functional requirements
2.2 System wide functions
2.3 Advanced analytics and business intelligence
2.4 Market research
2.5 Marketing
2.6 Sales
2.7 Sales order processing and invoicing
2.8 Customer support
2.9 Field and service management
2.10 Contact centre
2.11 Systems operations
2.12 Technology
2.13 Software system support
Detailed Functionality: System Wide

3 System Wide Functions*
3.1 System / software quality accreditations
3.2 Internet / intranet
3.3 ESS (employee self service)
3.4 MSS (manager self service)
3.5 Employee portal
3.6 Workflow
3.7 Alerts
3.8 DIP (document image processing)
3.9 INR - Currency
3.11 Windows
3.12 Enquiry
3.13 SMS / text messaging
3.15 e-reporting
Axia Checklist - CRM System Sample Table of Contents Page: 1

3.16 e-documentation and forms
3.17 Links to other systems
4 Advanced Analytics and Business Intelligence*

4.1 Analytical system
4.2 Self-service
4.3 Dashboards
4.4 Analysis
4.5 Scorecards
4.6 Forecasts
4.9 Combined business intelligence and analytics
4.10 Integrated links
4.11 Statistics and volumes
Detailed CRM System Functionality

5 Market Research*
5.1 Market research management
5.2 Market research information
5.3 Questionnaires / surveys
5.4 Web based questionnaires / surveys
5.5 Competitor tracking
5.6 Market research analytics and reports
6 Marketing**
6.1 Campaign management
6.2 Marketing campaign planning
6.3 Campaign list generation
6.4 Personalised campaigns
6.5 Campaign execution
6.6 Best practices
6.7 Campaign project and task management
6.8 Email marketing
6.9 Email marketing process
6.10 E-marketing
6.11 Telemarketing

6.12 Direct mail marketing
6.13 Event marketing
6.14 Trade promotion marketing
6.15 Budget and revenue tracking
6.16 Campaign response tracking
6.17 Marketing analytics
6.18 Campaign analysis
6.19 Customer analysis
6.20 Product and service analysis
7 Sales**
7.1 Sales strategies
7.2 Territory management
7.3 Account configuration
7.4 Contact information
7.5 Updating contact information
7.6 Sales process and contact management automation
7.7 MS Outlook integration
7.8 Prospecting
7.9 Telesales
7.10 CTI (computer telephony integration)
7.11 Opportunity management
7.12 Pipeline management
7.13 Lead management and routing
7.14 Activity management
7.15 Team selling
7.16 Website sales
7.17 Mobile / field sales
7.18 Partner management
7.19 Automated sales alerts
7.20 Forecasting and business planning
7.22 Content management
7.23 Literature / information requests
7.24 Sales incentives and commissions
7.25 Sales process scripts
7.26 Sales analytics

7.27 Reports
8 Sales Order Processing and Invoicing*

8.1 System set up
8.2 Proposal management
8.3 Quotation management
8.4 Prices
8.5 Cross-selling and up-selling
8.6 Contracts
8.7 Order processing
8.8 Sales daybooks
8.9 Fulfilling orders
8.10 Product configuration
8.11 Delivery
8.12 Invoicing
8.14 Integration with website / shopping carts
8.15 Customer self service / sales orders
8.16 Sales order data exported to e-commerce website
8.17 Website product catalogue
8.18 Sales order data imported from e-commerce website
8.19 e-commerce payments
8.20 Cash sales and trade counter
8.21 Customer returns / RMA (Return Merchandise Authorisation)
8.22 Sales order documentation
8.23 Analytics and reports
9 Customer Support**
9.1 Account and contact management
9.2 Support management
9.3 Ticket management
9.4 Escalation
9.5 Product returns
9.6 Defect tracking
9.7 Quality and change requests

9.8 Product tracking
9.9 Knowledgebase
9.10 Knowledgebase of common product / defect problems and solutions
9.11 Knowledgebase of common procedural problems and solutions
9.12 Fast search (to assist problem resolution)
9.13 Problem / issue capture via web forms
9.14 Support portal
9.15 Customer support alerts
9.16 Customer support analytics and reports
10 Field and Service Management*

10.1 Mobile field support access
10.2 Warranty management
10.3 Service management
10.4 Service call logging
10.5 Schedule optimisation
10.6 Despatch service requests / engineers
10.7 Problem resolution and solution management
10.8 Call progressing
10.9 Escalation
10.10 Preventative maintenance
10.11 Service parts management
10.12 Mobile parts management
10.13 Returns and parts order
10.14 Repair management
10.15 Shipping and receiving (of parts and repair items)
10.16 Service analytics and reports
11 Contact Centre*
11.1 Multi-channel, multi-role contact centres
11.2 Information management
11.3 Communication
11.5 Email response management

11.6 Customer self-service
11.7 Analytics and reports
Operations, Technology and Support
12 Systems Operations*
12.1 System reliability

12.2 Operational efficiency
12.3 System performance
12.4 User productivity assistance
12.5 Data processing and systems control
12.6 Data volumes and quality
12.7 Security
12.8 Backup and recovery
13 Software / System Support*
13.1 Sources of support

13.2 Vendor quality accreditations
13.3 Vendor / support organisation expertise and reputation
13.4 Implementation assistance
13.5 Training
13.6 Maintenance and support

Summary
9.1 Account and contact management
9.4 Escalation
9.5 Product returns
9.6 Defect tracking
9.7 Quality and change requests
9.8 Product tracking
9.9 Knowledgebase
9.10 Knowledgebase of common product / defect problems and solutions
9.11 Knowledgebase of common procedural problems and solutions
9.12 Fast search (to assist problem resolution)
9.14 Support portal
9.15 Customer support alerts
9.16 Customer support analytics and reports
9.1 Account and contact management Response
7 criteria included within this section Available

9.2.1 Strategic and tactical service planning Configurable
9.2.2 Resource / agent planning and management Configurable
9.2.3 Service administration Configurable
9.2.5 Manage in-house or external repairs Configurable
9.2.6 Case management including:
9.2.6.1 - receive customer support requests from multiple channels Configurable
Axia Checklist - CRM System Sample 9. Customer Support Page: 7

- segment support requests based on user defined criteria eg by
9.2.6.2 product categories, customer type, service level, skills required Configurable
9.2.6.5 - create and monitor service / support plans Configurable
- schedule tasks and delegate actions to others, to resolve requests /
9.2.6.6 issues Configurable
9.2.6.7 - track the status of customer support requests Available
- maintain full case history, previous support issues and customer
9.2.6.8 interactions Available
9.2.7 Facilitate customer support staff collaborating to resolve issues Available
9.2.8 Facilitate global support with:
9.2.8.1 - multi lingual capabilities Available
9.2.8.2 - multiple global support locations / centres Available
9.2.8.3 - local and global time zone settings Available

Synchronise activities, contacts and calendar information with personal
9.2.9 information managers eg Outlook, PDA Available

9.3.1 Fast ticket creation Available
Create tickets with information from customer phone calls, emails, help
9.3.2 forms Configurable
9.3.3 Unlimited free format text for problem description / nature of the issue Configurable
9.3.4 User defined problem areas, categories, issues Configurable
9.3.5 Multiple problem statuses eg assigned, in process, closed Configurable
9.3.6 Multiple urgency or priority levels eg high, medium, low Configurable
9.3.7 Flexible queue management Configurable
9.3.8 Automatic system generated ticket id or reference number Configurable
plus 18 more criteria included within this section
9.4 Escalation Customizable

4 criteria included within this section

9.5 Product returns Customizable
9.6 Defect tracking Customizable

9.7 Quality and change requests Customizable

9.8 Product tracking Customizable

9.9 Knowledgebase Available

Knowledgebase of common product / defect problems and

9.10 solutions Configurable
9.11 Knowledgebase of common procedural problems and solutions Configurable

9.12 Fast search (to assist problem resolution) Available


Full access (for staff) to customer support module anywhere, anytime,
9.13.1 24/7 Available
Full customer support functionality available over the intranet / internet
9.13.2 eg:
- ticket management, to add new support tickets or update existing
9.13.2.1 tickets Available
9.13.2.2 - access knowledgebase Available
9.13.2.3 - view defects, returns, problems, issues and solutions Customizable
Facilitate customers submitting comments, queries, forms over the
9.13.3 internet Customizable

9.13.4 Configurable, pre-built web forms for customers to use Customizable
Automatically transfer completed form details to customer support
9.13.5 module Customizable
9.13.6 Automatically generate ticket id, date / time stamp Available
9.13.7 Multiple auto responder reply messages Customizable
9.14 Support portal Customizable

9.15 Customer support alerts (also refer to section 3.7) Available

9.16 Customer support analytics and reports Customizable

9.17 Integrated links, with: Customizable

9.18 Statistics and volumes Customizable

28 statistics included within this section

Comment
Contacts : List Contacts, Add contacts, Edit contact, Delete Contacts,Attach
Events, Import & Export Contact

English, German, Russia. Any other language will need customization.
Multiple global locations & centers can be created as departments under
company structure
Time zone configuration can be done in Bitrix24. This parameter governs

synchronization with calendars, orders, and many other aspects requiring a date
and time configuration.
Supports : Google Calendar, Mac OSX, iPhone, Android, MS Outlook

Team People Old new Work- Actual
Work Flow
Process
Challenges
Mitigation
Realistic Solution
Bitrix Demo
Achievement
Summary
6.1 Campaign management
6.2 Marketing campaign planning
6.3 Campaign list generation
6.4 Personalised campaigns
6.5 Campaign execution
6.6 Best practices
6.7 Campaign project and task management
6.8 Email marketing
6.9 Email marketing process
6.10 E-marketing
6.11 Telemarketing
6.12 Direct mail marketing
6.17 Marketing analytics
6.18 Campaign analysis
6.19 Customer analysis
6.20 Product and service analysis
6.1 Campaign management Response
6.1.2 Single centralised database for all marketing, sales and customer support information Available
6.1.3 Coordinated multi-channel marketing programs Available
Support multiple sales channels eg telephone, direct mail, internet, email, social media,
6.1.4 direct sales, partner networks Available
Axia Checklist - CRM System Sample 6. Marketing Page: 16

6.7 Campaign project and task management Configurable

6.8 Email marketing Available

6.9 Email marketing process Available

6.10 E-marketing Available


6.11 Telemarketing Available
6.12 Direct mail marketing Available


Plan and support multiple marketing events such as seminars, trade shows,
6.13.1 conferences, product demonstrations Configurable
6.13.2 Manage the whole marketing process for the event eg
6.13.2.1 - event plans, activities, tasks and budgets Configurable
6.13.2.2 - partnerships and vendors Configurable
6.13.2.7 - automatic distribution of sales opportunities to the appropriate sales channel Configurable
6.13.3 Invitation campaign integrated with Marketing system eg to:
6.13.3.3 - automatically schedule and send reminder emails Configurable

6.14.1 Facilitate trade promotions Configurable
6.14.2 Support strategic and tactical marketing Configurable
6.14.3 Manage account planning, sales volume planning Configurable
6.14.4 Manage promotion plans to consumers (indirect customers) Configurable
6.14.5 Analyse plans and promotion simulations Configurable
6.14.6 Manage promotional agreements and guidelines Configurable
6.14.7 Manage sales promotion tactics eg features, displays, temporary price reductions Configurable

6.19 Customer analysis Configurable

6.20 Product and service analysis Configurable

6.22 Statistics and volumes Configurable

10 statistics included within this section

Comment
lead routing, email campaigns, telephony, social media and PPC

advertising, integrations for data enrichment services, email marketing


Integration with MailChimp mail campaign service.
This solution lets Bitrix24 users to manage address lists without leaving the
Bitrix24 portal, launch mailing campaigns, view abbreviated campaign
statistics, and evaluate campaign effectiveness.
Integration with MailChimp mail campaign service.

This solution lets Bitrix24 users to manage address lists without leaving the
Bitrix24 portal, launch mailing campaigns, view abbreviated campaign
statistics, and evaluate campaign effectiveness.


One click calls from inside CRM
Automatic lead distribution and telemarketing agent management
Client information visible during phone call
Create new lead during phone call
Create new lead for each missed call
Easy call scheduling
Invoicing and email marketing
Bitrix24 allows users to configure notifications that is in simple mode and

advanced mode. Simple mode is applied for all notifications of selected
destination (e.g. enables or disables all email notifications) and advanced
mode allows to configure notifications for particular options & tools

Summary
7.1 Sales strategies
7.3 Account configuration
7.4 Contact information
7.5 Updating contact information
7.7 MS Outlook integration
7.8 Prospecting
7.9 Telesales
7.14 Activity management
7.15 Team selling
7.16 Website sales
7.17 Mobile / field sales
7.18 Partner management
7.19 Automated sales alerts
7.20 Forecasting and business planning
7.21 Multimedia reference library
7.22 Content management
7.23 Literature / information requests
7.24 Sales incentives and commissions
7.25 Sales process scripts
7.26 Sales analytics
7.27 Reports
Response
7.1 Sales strategies Customizable
Axia Checklist - CRM System Sample 7. Sales Page: 24

7.2.1 Multiple territory schemes Customizable
7.2.2 Multiple hierarchical levels in a territory Configurable
7.2.3 Define sales territories eg based on size, geography, revenue, product lines, products Configurable
Automatically route opportunities, accounts, contacts and tasks to the right territory,
7.2.4 sales team, individual staff member, partner firm Customizable
7.3 Account configuration Available

7.4 Contact information Available

7.5 Updating contact information Available



7.7 MS Outlook integration Available
7.8 Prospecting Configurable

7.9 Telesales Available

7.10 CTI (computer telephony integration) Available


7.11.1 Track sales opportunities Available

Capture, reference and view sales opportunity information eg opportunity history,
customer communications, key decision makers and their interests, customer
7.11.2 organisation charts, internal customer relationships, milestones, progress tasks Configurable
7.11.3 Configurable filters eg to view specified lists of opportunities Configurable
7.11.4 Search for and group opportunities that match specific criteria Customizable
7.11.5 Combine or separate - multiple opportunities from the same potential customer Configurable
7.11.6 Opportunity name, reference number Configurable
7.11.7 Configurable 'lead qualification' eg good, fair, poor Configurable
7.11.8 Allocate multiple opportunity priorities Configurable
7.11.9 SWOT analysis Customizable
7.11.10 Price simulations Customizable
Configurable 'sales processes' for different sales situations eg with different business
7.11.11 units, different products, different sales channels, simple or complex processes Customizable
7.11.12 Assign opportunity to sales rep or sales team Configurable
Multiple, configurable sales process steps and stages eg unassigned, qualified
7.11.13 suspect, qualified power sponsor Configurable
7.11.14 Support a range of sales methodologies Customizable
Multiple dates eg sale process opened, opportunity qualified, proposition developed,
7.11.15 solution presented, estimated close date, days open, actual date sale closed Configurable
7.11.16 Opportunity 'data collection' prompts Customizable
7.11.17 Track dates and sales team reminders Configurable

7.11.18 Track source of each lead, products / services, competitors involved Configurable
7.11.19 Link opportunity to competitors (known to be bidding on the same opportunity) Customizable
7.11.20 Link opportunity to marketing campaign(s) that created lead / opportunity Customizable
7.11.21 Link documents and files with opportunity(ies) Configurable

7.11.22 Track probability of close, status of each opportunity Customizable
7.11.23 Potential sales revenue and profit forecasts Customizable

7.12.1 View and monitor sales pipeline and opportunities to a close Configurable
7.12.2 Predict probability of a successful close Customizable
7.12.3 Real time update of sales pipeline figures - to enable informed decisions to be made Configurable
Identify the top opportunities and specific actions to manage those opportunities to a
7.12.4 rapid closure Configurable
7.12.5 Measure sales process effectiveness Customizable
7.12.6 Identify sales cycle bottlenecks Customizable

7.13.1 Lead capture eg
7.13.1.1 - online, from website form, email, enquiries Available
- offline, from direct mail, purchased lists and use import wizards to load details into the
7.13.1.2 CRM system Available
7.13.1.3 - offline, manually from seminars, trade shows, referrals, cold calls Available
7.13.2 Fast access to new sales leads Available
Automatically evaluate / qualify / merge new sales leads (to avoid wasting time on poor
7.13.3 quality / duplicated leads) Available
7.13.4 Multiple user defined rules for lead evaluation and prioritisation Configurable
Automatically assign new sales leads entering the system to a sales rep, sales team, or
7.13.5 business partner Configurable
7.13.6 Email assignment notification Available
Automatically update sales leads, responsibilities, territories - when a sales employee
7.13.7 leaves or changes job Configurable
Multiple user defined rules for lead assignment and routing eg based on geography,
7.13.8 territory, employee skills, employee workloads, timing, lead source, product area Customizable
7.13.9 Reply to enquiry with personalised response Configurable

7.13.10 Access third-party information eg financial details Customizable
7.14 Activity management Configurable

7.15 Team selling

Support separate sales teams for large opportunities or accounts (in addition to the
7.15.1 default sales teams) Configurable
7.15.2 Designate team roles eg sales rep, account manager, executive Configurable
7.15.3 Designate team member responsibilities Customizable
7.15.4 Link sales team and members to customer / sales transactions Configurable
7.15.5 Assign and re-assign tasks to selected sales team members Configurable
7.15.6 Share information across sales teams Configurable
7.15.7 Configurable sales targets / quotas Customizable
7.15.8 All sales information to be available to all sales team staff, subject to security Configurable
7.16 Website sales Customizable


7.17 Mobile / field sales Available
7.18 Partner management Configurable

7.19 Automated sales alerts (also refer to section 3.7) Customizable

7.20 Forecasting and business planning Customizable

7.21 Multimedia reference library Configurable

7.22 Content management Configurable

7.23 Literature / information requests Customizable

7.24 Sales incentives and commissions Customizable

7.25 Sales process scripts Customizable

7.26 Sales analytics Customizable

7.27 Reports Customizable
7.28 Integrated links, with: Customizable
7.29 Statistics and volumes Configurable

Comment

Multiple global locations & centers can be created as departments
under company structure and under each multiple branches , sub
divisions and sub departments can be added
under company structure

under company structure and under each multiple branches , sub
divisions and sub departments can be added
Contacts can be displayed in a list view where individual and mass

operations are available, and contacts can be added, imported, or
exported.Contacts can be opened from the list and further modified,
converted, or have an event attached to them.
Unlimited number of contacts can be added to bitrix. Contacts can be

added either through the plus icon on the contacts tab or the add
button on the contact section

MS Outlook Two-way calendar synchronization is available. Please
also note that Outlook general calendar cannot be used for syncing
with your Bitrix24 account. Use custom Outlook calendars to establish
the connection.
Supports generating prospects from email, social networks, telephony,

website visitors, paid advertising and other channels. Email and
telemarketing solutions as well as quotes, invoices and sales funnels
are available in prospecting
One click calls from inside CRM

Automatic lead distribution and telemarketing agent management
Client information visible during phone call
Create new lead during phone call
Create new lead for each missed call
Easy call scheduling
Invoicing and email marketing
Inbound telemarketing (free)

Outbound phone calls (from $0.01/minute)
Automatic dialer, IVR
Call logs and reports
Telemarketing CRM
Works worldwide

Custom fields (unlimited, free)
Custom opportunity stages
Opportunity size
CRM activity stream
Opportunities from web forms, emails, calls
Quotes and invoices
Sales funnel
Reminders for meetings can be set in the calendar section. For existing
meeting, reminders can be set by editing the event from the calendar
Presentations, documents, videos, and any other files can be placed for
download, collaboration, or private use. Most importantly, you can find
any document quickly through the internal search.

All the new leads of the company can be added,listed edited and
deleted in bitrix24. Leads can also be assigned various statuses which
determine how the lead will progress through the CRM. At some point,
a lead will either be removed from the system (junk) or converted to a
Contact, Company, or Deal.

All the actions on the objects, that is, calls, tasks, meetings, and emails
are all grouped together as Activities. By grouping these
communications together, users can plan their work for each contact
or lead, etc.All the sales agents activities for all leads, contacts, and
other CRM objects are listed. This list can be filtered and sorted so that
the tasks with highest priority are displayed

Create, Liking, delegating, deferring, approving, completing and
pausing tasks as well as viewing documents attached to tasks can be
done from your mobile.
Access all company, group and shared files that you have permission
rights for. You can open XLS, XLSX, DOC, DOCX, PPT, and PPTX
documents directly on your mobile device to read a resume or view a
presentation.
Message to your colleagues who are outside the office, they will get an
instant push-notification on their phones.
Video calls and video conferencing up to 4 people
View your schedule
Create new events
Invite your colleagues to events
Accept or decline invitations from others.
Access client database or product catalog
View all current CRM activities
Create or edit contacts, leads, companies or deals
Change statuses for CRM entities
Create and send invoices


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1 Business Analysis*

1.1 Business sector

2 Overview - CRM System Functions*

Detailed Functionality: System Wide

Axia Checklist - CRM System Sample Table of Contents Page: 1

4 Advanced Analytics and Business Intelligence*

Detailed CRM System Functionality

Axia Checklist - CRM System Sample Table of Contents Page: 2

Axia Checklist - CRM System Sample Table of Contents Page: 3

8 Sales Order Processing and Invoicing*

Axia Checklist - CRM System Sample Table of Contents Page: 4

10 Field and Service Management*

Axia Checklist - CRM System Sample Table of Contents Page: 5

Operations, Technology and Support

12.1 System reliability

13 Software / System Support*

13.1 Sources of support

Axia Checklist - CRM System Sample Table of Contents Page: 6

9.1 Account and contact management Response

7 criteria included within this section Available

Axia Checklist - CRM System Sample 9. Customer Support Page: 7

9.2.8.2 - multiple global support locations / centres Available

9.2.8.3 - local and global time zone settings Available

9.3 Ticket management

9.4 Escalation Customizable

Axia Checklist - CRM System Sample 9. Customer Support Page: 8

9.6 Defect tracking Customizable

9.7 Quality and change requests Customizable

9.8 Product tracking Customizable

9.9 Knowledgebase Available

Knowledgebase of common product / defect problems and

9.11 Knowledgebase of common procedural problems and solutions Configurable

9.12 Fast search (to assist problem resolution) Available

9.13 Problem / issue capture via web forms

Axia Checklist - CRM System Sample 9. Customer Support Page: 9

9.14 Support portal Customizable

9.15 Customer support alerts (also refer to section 3.7) Available

9.16 Customer support analytics and reports Customizable

9.17 Integrated links, with: Customizable

9.18 Statistics and volumes Customizable

Axia Checklist - CRM System Sample 9. Customer Support Page: 10

Axia Checklist - CRM System Sample 9. Customer Support Page: 11

Time zone configuration can be done in Bitrix24. This parameter governs

Supports : Google Calendar, Mac OSX, iPhone, Android, MS Outlook

Axia Checklist - CRM System Sample 9. Customer Support Page: 12

6.1 Campaign management Response

6.1.3 Coordinated multi-channel marketing programs Available

Axia Checklist - CRM System Sample 6. Marketing Page: 16

21 criteria included within this section

7 criteria included within this section

3 criteria included within this section

9 criteria included within this section

20 criteria included within this section

6.7 Campaign project and task management Configurable

6.8 Email marketing Available

6.9 Email marketing process Available

6.10 E-marketing Available

Axia Checklist - CRM System Sample 6. Marketing Page: 17

6.12 Direct mail marketing Available

6.13 Event marketing

6.14 Trade promotion marketing

Axia Checklist - CRM System Sample 6. Marketing Page: 18

6.16 Campaign response tracking