Traditional CRM is considered by many as the lifeblood of any relationship management operation, however, in many scenarios the transformation of CRM using automated systems has tended to prematurely optimise the process, fixing automation or personal interaction in the wrong places.

The balance of technology and process is critical in attaining a truly 'tacit' CRM system. That means being able to provide for personal, effective customer or stakeholder relationships without inappropriate and obvious interjection of automated systems.

Common issues include:

• Unstructured, disparate and poorly maintained databases
• Poor infrastructure hampering introduction of business process re-engineering
• Failure to identify and focus on specific business problems
• Trying to automate a poorly defined process
• Lack of active senior management sponsorship
• Poor user acceptance

Mercato fixes and automates the efficiency of customer or stakeholder relationships in the right places at the right time. We optimise relevant and appropriate parts of the workflow where others have focussed on buoying parts of the process that simply don't need it.

Mercato's solution starts with hosted Data Management aggregating, cleansing and enriching contact databases into a highly accessible format. At the front end, the user experience is surfaced and delivered as a CRM functioning tool that accurately integrates organisational resources and delivery strategies to provide better understanding and fulfilment of a contact's needs.

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Mercato CRM allows for multiple contact management with full auditability across contacts, quotes and orders plus support functionality. This ensures watertight alignment with Sarbanes Oxley compliance.

Real-time functionality includes desktop driven automated email communication, standardised contact letters and data sheets plus creation, log and merge communications.

CRM

Mercato's scaleable CRM solution provides a single repository for all information so any member of staff can complete a transaction with a customer or stakeholder. This means that users also have historical data at their finger tips for an intuitive conversation every time.

Mercato CRM helps teams do a better job faster with myriad powerful functionality.

• Reassurance from complete future-proofed data accuracy
• Total multiple contact management for customers, stakeholders, profiles and history
• Graphical performance interface
• Creation, log and access all orders and communications
• Call management, auto call lists, auto dial, call remind
• Alert system prompts follow-up contact in accordance with a malleable diary system and information to complete the interaction in the shortest timescale
• Complete reporting and analysis on every dimension of engagement and source
• Full audit trail on communication chains including phone calls, emails, RFQs
• Tight management of very large volumes of contacts
• Visibility and tracking of all contact activities
• Database interrogation and build, save and market to lists
• Create, save and manage eshot sends quickly with clear call to action
• eshot reporting functionality enables qualification of opens and clicks for accurate follow-ups and assessment of ROI on a campaign-by-campaign basis

With interoperability between CRM, Knowledge Manager and procurement, the system can link customer activity to specific supplier activity.

The Mercato system joins up information received from any daily updated catalogue, so contact teams know when to call any specific customer or stakeholder in response to price or service movements they have shown interest in. This ensures timely contact with information to back up the reason for a call.

Mercato CRM is deployed through a SaaS model so customers don't need to install any additional or intrusive interface. This provides a solid approach through which rapid ROI can be expected. Mercato is also capable of seamlessly integrating into ERP systems as a given.