3rdwave Customer Relations Management (CRM)

Overview

3rdwave's CRM module is dynamic and highly flexible. Customers, Sales, Agents and Brokers are able to access their critical customer-related information remotely over the web, through modem dial-ups, electronically (EDI) or manually.

3rdwave CRM is a comprehensive Customer Relations Management application. Designed to streamline and enhance customer services, 3rdwave's CRM Java web services allows customers to enter orders on-line, retrieve order statuses and shipping information on demand, view their account positions and more. With a fully-interactive Windows screen presentation, customer service representatives have immediate access to all the information required to process an order and respond immediately to customer queries on the status of an order, and/or their account status or shipment. Reviewing inventory positions, pricing, deals, back-orders, customer credit, order history and status, up-selling and substitutions, etc., is accessed on-line thus automating, streamlining and reducing the order acceptance and authorization process to a real-time experience.

3rdwave CRM's integration eliminates redundant data entry. Order information instantantly updates inventory positions (in warehouse, in-transit, or purchase orders). Invoicing and shipping documentation is automatically generated electronically (EDI, fax, hard copy, etc.). Accounts Receivable and General Ledger modules are immediately updated when invoices are posted.

3rdwave CRM's Integrated Features

3rdwave's CRM module is fully-integrated with other related 3rdwave modules. Sales and customer service representatives have visibility into the supply pipeline and all customer order and credit profiles thus greatly improving the quality of information shared with customers.

• Quote Management (RFQ)
• Supplier Relations Management (SRM)
• Global Logistics
• Inventory and Warehouse Control
• Accounting and Finance
• Management Reporting and others

3rdwave CRM Module Features

• Streamlined order entry
• Easy customer history lookup
• Default customer profiles with user override capability
• Integrated real-time inventory status: in-warehouse, on-order, in-transit (inbound), and committed
• Current customer credit status including current AR details; by outstanding AR and order totals, etc.
• Integrated and immediate access to customer-specific pricing, discount and commission management
• Multiple ship-to addresses linked to master customer Customer-specific product descriptions supported - maintains complex product descriptions, components, options and configurations
• Foreign language descriptions and terms supported
• Best-route selection based on customer/ship-to logic* [available with 3rdwave Logistics module only]
• Automatic document preparation and generation by EDI, fax or hard copy; i.e., orders, pick lists, carrier instructions, bills of lading, manifests, pack lists, invoices, etc.

Documentation Outputs

• Ples Orders
• Proforma Invoices
• Invoices
• Credit Notes
• Pick and Pack Lists
• Manifests
• Bills of Lading
• Shippers Export Declarations (SEDs)

Reporting

• Historical Order Analysis
• Order Profitability Reporting
• Sales Profitability Reporting by: order number, open orders, back orders, customers, products, warehouses, company, department, region, sales person, etc.
• Order to Inventory Analysis
• Customer Trade Management Status
• Customer Net Account Position
• Customer Net Profitability Reporting

3rdwave CRM - Benefits

• Total order control - 3rdwave provides control over the entire order process ensuring virtual perfect order execution. With absolute visibility into the entire supply chain, orders can be allocated across all warehouses and in-transit positions with confidence. Total integration of the Global Logistics and Inventory and Warehouse Control modules with the CRM module insures almost total accuracy of order fulfillment to promise.
• Improved customer relations - 3rdwave CRM web service allow customers immediate access to their positions on demand. Customer order positions are instantly visible to sales representatives, customer service representatives, accounting and management. The ultimate benefit is improved customer service at all levels of the organization. Sales and marketing have easy access to the information they need to interface with their customers. Customer service representatives process orders with accurate and complete information. Management has critical order activity and profitability information to support improved strategic decision-making.
• Customer performance analysis - 3rdwave analyzes customer profitability and performance systematically. Optimize relationships with customers by supporting sales and profit planning to maximize sales and marketing effectiveness.
• Enhanced productivity through more effective work process - Authorized users have access to the sales order information required to do work effectively and efficiently. Work is accomplished in less time resulting in significantly improved productivity.
• Greater utilization of assets - Visibility into the sales order and inventory statuses, accounts receivable and payable positions, and contractual obligations dramatically improves warehouse inventory turns, cash flow and product allocation. 3rdwave supports sophisticated inventory and order analysis resulting in significantly higher utilization rates.
• Accurate trade promotions management - Accurate management of all trade promotion and deduction activity provide true views of customer profitability. Visibility into customers' trade promotion activities supports sales and marketing in determining the best use of their promotional funds with their accounts or groups.
• Improved profitability - Real net customer profitability positioning, enhanced corporate productivity, better asset utilization and improved real-time information support strategic decision-making resulting in improved customer management and corporate profitability.