CRM (Customer Relationship Management)

Customer Relationship Management uses collaborative methods of communication to track and organize contacts. Ultimately, this interconnected system aims to improve services provided to customers, and to use the contact information to carry out sophisticated marketing campaigns. Software Key provides systems that help you to acquire and process the information you need to understand your customer activities with clear, decisive data provided by a powerful server. Dimnet CRM is not only your best e-business option for license automation and distribution, it also provides licensing control, twenty-two real-time reports, customer service, shipping systems, email campaigns and many other services. 

Dimnet CRM provides the following features and reports to grant you the ability to manage all of the customer information at your disposal:

Anonymous Customers

•  Browse store for products
•  Place orders
•  Review pre-sales and post-sales FAQ / Knowledge Base
•  Download Trial software / receive marketing emails
•  Sign up for newsletters and mailing lists

Authenticated Customers

•  Check order status
•  Track packages
•  Reprint receipts
•  Check rebate status
•  Choose special offer in lieu of rebate 
•  Download software updates
•  Purchase upgrades
•  Register software
•  Open support ticket
•  Review / post in online Forum

Technical Support

•  Search for Customers
•  Manage trouble tickets
•  Update FAQ / Knowledge Base real-time

Accounting

•  Reconcile merchant account with bank
•  Download settlement info into QuickBooks
•  Process Charge-backs
•  Issue refunds
•  Export check info for rebates

IT Department

•  Manage user / group permissions
•  Control entire server through web interface

Shipping

•  Print Invoices
•  Print shipping labels - FedEx & USPS
•  Update database with Tracking Number & Ship date

Sales & Marketing

•  Send eMail campaigns to customer
•  Design and track promotions / discounts
•  Generate Real-time Reports
  + All sales
  + Online sales
  + Sales by agent / user
  + Sales by invoice terms
  + Sales by hour
  + Monthly sales with details
  + Pending Shopping Carts
  + Declined orders with interface for call center agents
  + Licenses by Product
  + Licenses sold by Distributor / Affiliate
  + ESD downloads
  + Trial downloads - by product and Affiliate
  + Trial conversion
  + Online invoices with invoice line items
  + Promotions used / Bundles
  + User defined promo codes for sales
  + Orders sources (How did you hear of us?)
  + Customer purchases - new vs. repeat
  + Refund reasons
  + Compare units by previous days, weeks, months
  + Unshipped orders
  + Export sales data in CSV format

Customer Service

•  Search for customers
•  Phone activations of software
•  Register customers
•  Place new orders

Software Applications

•  Ping license server for status
•  Ping license server for update
•  Automatic download software updates
•  Online automatic software activations
•  Retrieve activation code
•  Send application usage data

Affiliates

•  Log in to check sales

 Notified by eMail on new sale

 Pass Affiliate ID to Web site for sales credit

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