KANATA GC (CRM Setup)
Updated: Jan 25
The infrastructure components of a CRM system include the following:
Cloud-based or on-premise:
CRM can be deployed on-premise, on a private cloud, or on a public cloud, depending on the needs of the organization. Cloud-based CRM systems can be more cost-effective and easier to scale, while on-premise systems may provide more control and customization options.
The CRM system should have the flexibility to be customized to meet the specific needs of the business, such as custom fields, workflows, and reporting options.
The CRM infrastructure should be scalable, to accommodate growth in customer base and increase in data volume.
A database is used to store customer data, such as contact information, purchase history, and interactions with the company.
Data management tools are used to organize and manage the customer data stored in the database. This includes tools for data entry, data validation, data integrity, and data security.
Data backup and recovery:
A CRM system should have a data backup and recovery plan in place to ensure that customer data is protected in case of system failure or data loss.
Communication tools, such as email, chat, and social media, are used to interact with customers and manage customer communications.
Analytics and reporting:
Analytics and reporting tools are used to analyze customer data and generate reports on customer behavior, preferences, and purchasing patterns.
Integration with AI and machine learning:
The CRM infrastructure should be able to integrate with AI and machine learning tools to enable advanced analytics and automated decision-making.
Marketing automation tools are used to automate repetitive marketing tasks, such as sending targeted email campaigns, creating targeted marketing lists and creating personalized marketing content.
Sales function automation:
Sales force automation tools are used to automate and manage sales activities, such as lead generation, lead tracking, and sales forecasting.
Customer service and support:
Customer service and support tools are used to manage customer interactions and provide assistance with customer inquiries and issues.
CRM system should be accessible through mobile devices, and it should be providing the same experience.
Integration with other business systems:
The CRM system should be integrated with other business systems, such as accounting, inventory, and e-commerce, to provide a complete view of customer interactions and transactions as well as other enterprise systems such as ERP, HR and Finance system to create a seamless flow of information and to reduce data silos across different departments.
Workflow management tools are used to automate and streamline business processes, such as lead management, order processing, and customer service requests.
Security and access control:
Security and access control features are used to protect customer data and ensure that only authorized users have access to sensitive information.
Integration with external data sources:
The CRM system should be able to integrate with external data sources such as social media platforms, web analytics tools, and other third-party data providers to gather more information about customers.
A self-service portal can be added to CRM infrastructure to allow customers to access their own information, track orders, and resolve issues on their own.
Performance monitoring and reporting:
Performance monitoring and reporting tools should be in place to measure the effectiveness of the CRM system and identify areas for improvement.
Training and support:
Adequate training and support should be provided to ensure that employees are able to effectively use the CRM system and to optimize its usage.
IT infrastructure and support:
CRM systems require a robust IT infrastructure and support to ensure that the system is always available, secure, and reliable.
Compliance and regulatory requirements:
CRM infrastructure should comply with relevant regulatory and compliance requirements, such as data privacy and security regulations
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