FEATURES of Reach-Out-CRM

Reach-Out with DID Technology (Data Integration Dynamics) is a user-level CRM configuration tool for projects in CRM and Information Technology.

CRM is a tool that is centered on the customer; the processes of service and the care of customers.

Finding and keeping customers in the competitive business world requires an innovative perspective and a flexible software solution; a software solution that can allow changing requirements and new ideas to be easily incorporated into work processes.

Reach-Out with DID Technology enables our clients to immediately tailor their solution to meet their needs. Organizations working with traditional CRM solutions are forced to waste time and resources to fit their software to meet their businesses requirements. An inefficient software solution reflects an inefficient business, a business where programmers and not marketing staff determine the nature of their work processes. Dependence on programmers can compromise business performance and limit creativity. If every change is a long process the result is creative degeneration, competitively and the loss of business development.

Reach-Out offers user-level technology designed to develop creativity and a competitive edge. Unlike many software solutions that allow changes and flexibility only on a cosmetic level, Reach-Out with DID Technology allows your company to build the database that perfectly suits your business. It is possible to create sections for different departments or workgroups within your organization.

Reach-Out provides solutions beyond the traditional conception of CRM. Reach-Out-CRM can be configured for CRM, SFA, Help-Desk, Call Center, Personnel Management, Marketing, Sales, Telemarketing, Risk Management, Research and Development, Customer Clubs, Libraries, Car Pool Management, Real Estate, Information Management and much much more. In fact Reach-Out can provide solutions for almost any requirement within the field of information technology.

Designing and Building your Database.

Creating a database is a relatively simple procedure yet it might require a number of meetings in order to analyze the needs and work processes of each individual organization. By the first meeting the database is configured and the client is invited to become acquainted with the software and reflect on any changes that could improve future work processes. Although technically the software can be created in minutes, once the client is more intimately acquainted with software and its functions, changes can me made in order to create a more sophisticated solution which will be more smoothly and efficiently integrated into the workflow of the organization.

An integral part of the process of database configuration is the use of automatic tools as part of Work Flow. All of these automatic tools, including calculations and logical conditions and  are user-level. These tools are constantly available. Among the most popular tools are:

Default Settings. When we create a card we can determine which data will appear as the default setting. The default may be changed at any time. For example when a user opens a new card, we can determine that the time, date and contact person will appear automatically.

Compulsory Fields. Field that require input in order to allow the card to be created.

Text Field Control. Every Text field has a Value Table. This Value Table allows users to choose a value instead of typing, eliminating typing errors and insuring the homogeneity of the data. Every text field can be locked, partially or fully, or left open to allow users to enter new values into the table.

Text Field Value Table. The values in the text field table may be dependent on the value chosen in a different field. For instance if we choose a Model from Model Type, the values in the Model Accessories table will be those associated only with the Model chosen previously.

Calculations and Logical Equations. Reach-Out allows users to create calculations and logical equations to allow their database to reflect the nature of their workflow. Reach-Out offers a wealth of options in this field, below are a couple of the most popular tools:

• Associated Compulsory Fields. In this option, if a certain field value is chosen than the associated field will become compulsory. It is possible to create as many equations of this nature as needed. These equations insure that all users will enter fully all required data.
• Associated  Hidden Fields. This options allows only those fields relevant to the chosen field value to appear. For instance if we choose the subject Literature in one field, fields unrelated to Literature will disappear. If we choose Meetings, only the fields relevant to Meetings will appear.
• Field Dependent Calculations.  Fields can reflect workflow calculations and logical equations. For example, If the "proposal = closed" then enter date and name of agent. Or If the "customers debt is greater than 0"  then create a notice about client debt.

Add/Delete Fields. As part of the flexibility of Reach-Out, System Managers may add new fields or delete unwanted fields. Even in existing databases, it is always possible to add new fields and determine field type. There are a wide variety of field types available, depending on the type of data desired.

Addition of Second and Third Level Tables. Reach-Out allows unlimited addition of second and third level tables. For instance if we wish to open a table for complaints, we will open it as a second level table within the customer card. In this table we can enter the history of customer complaints. Other second level tables can compile data in other subjects such as conversations, meetings, price proposals, exhibitions, branches, payments, computers, software or any relevant subject. Each table allows quick direct access to the history of customer activity and the ability to quickly add additional documentation.  Each customer card thus includes a wide variety of aspects of customer treatment, allowing all data to be quickly available within the customer card.

In addition, we may add a third level table to every second level table in the event of multiple entries in a card of a second level table. For instance if we open the complaints table for a certain customer we may find that a certain complaint required multiple responses. The various treatments or responses for each individual complaint may be found in the third level table. This could also be used for summarizing project expenses on second level with expense details on third level.

Security.

Reach-Out offers a wide variety of security functions. Security serves to preserve existing data, prevent damage to data and prevent or limit access to certain data. Security Tools include:

• User Access Control. Reach-Out uses as its primary security base, two levels of user access. Each user is determined as a User or Administrator. Users may be designated into Groups. Each Group can include as many users as needed.
• Database Access Authentication. Access to the database may be determined by username (assigned by System Administrator) and password (initially assigned by System Administrator).
• Menu Button Security. For each user, or user group, it can be determined which buttons or program functions will be available to them. By hiding buttons and icons, the use of the software is simplified and tailored to fit each user and his/her security level.
• Hidden or Read Only Fields. For each user and group, fields may be hidden or read-only. In the latter option, users can view data but cannot change it. In the first option, users will not see the fields that have been designated as hidden.
• Card Access Restriction. For all cards in Reach-Out, access may be restricted or partially restricted for specific users or user groups.  For example, multiple branches of an organization may work on a single database; using restriction cards we can prevent or limit access of each branch to data of other branches. All employees of the branches will work on a single centralized database, yet the employees of each specific branch will view only the customers and data pertinent to their branch. Executives with higher level access will be able to view all of the data.

Advanced Tools.

Reach-Out has been designed to allow the greatest ease of implementation, change and integration into everyday workflow.  In addition to the previously mentioned tools, Reach-Out provides advanced tools for analysis of the processes managed within Reach-Out. The following is a brief summary:

Query List. Queries are the central tool for data analysis. Each user has his/her own set of prepared queries. Opening these queries recreates the query online presenting the most up-to-date data in the database. The system administrator can create fixed queries for each user as part of the workflow process.

Query Configurator. Reach-Out-CRM has an internal integral query configurator. Queries can be created on the user level, according to any combination of requirements desired. Reach-Out provides complete Data Mining tools to allow complete in-depth analysis of the data. Queries are created in two stages. In the first stage the categories of the query are determined. Fields and Table Values may be selected, conditions, or partial conditions in order to concentrate on the desired data group. In the second phase, we determine which data is to viewed in the report.  Each query is named and saved in the query list for the user who created the query. Alternatively the system administrator may create a query and distribute it to other users or user groups. The system administrator can easily create different queries for thousands of users. The query data can be used for advanced analysis or immediately printed to the printer, Word, Excel or Excel Templates.

Counts and  Statistics. We can use the data provided in the queries to proceed to more advanced analysis of the data.  For instance we can create a count query which will count how many price proposals were closed in the last month, how many opened, how many lost etc., and how the distribution appears for each salesperson. The Count Query Configurator can quickly analyze this data on the user level. We can create vertical, horizontal or three dimensional graphs to display our data.  At the end of the process, a table of all events is presented with the numbered values. Clicking on the values shows a table of the values included in the chart. The chart may also be quickly transferred into graph form. The graphs can be easily exported to Word or Excel to be added to an existing document or for further editing. The Count system also allows statistical quantification of values by grouping, by numerical values to find averages, lowest and highest values etc 

Tools. The query is a central tool in Reach-Out and is made use of by many other internal functions within the software. Reach-Out is a singular integrated tool without separate modules. Unlike other software solutions that market different software tools separately, Reach-Out is a unified solution which combines all the functions required for efficient workflow within the database unit itself. Reach-Out has built into its solutions all tools required for project completion, including future needs.

Meeting Diary. Reach-Out includes a built in meeting diary. Each user has his/her own meeting diary within the system. In CRM solutions, the meeting diary is not separate such as in Outlook, but is connected directly to the customer data.  Data about meetings appearing in the diary can be viewed within the customer card as a separate table.  The meeting diary shows meetings daily, weekly or monthly for each individual user and include Drag and Drop features for ease of use. Several meeting diaries can be viewed simultaneously. In order to analyze the information in the meeting diary we can make use of the Meeting Queries, or, if the Meeting information is included in the Customer Card Data, through the general query function. As a result, meetings and their outcome become an integral part of the office workflow. Synchronization with Microsoft Outlook is available for users working with Outlook Diaries.

Price Lists. Reach-Out allows the creation of multiple price lists including the flexibility to determine the fields comprising the lists.  Different price lists may be created with different fields. Reach-Out-CRM allows full integration of price lists with the general database; once a product is chosen from the price list, al the relevant data may be included in the customer card.

Call Scripting (Telemarketing). Reach-Out includes telemarketing functions such as call script creation, questions and answers etc. Reach-Out provides a screen with subjects. Once the subject is chosen, the screen presents product pictures, if required, as well as typical questions and recommended answers.

E-Mails. Reach-Out includes its own E-Mail center. Reach-Out e-mails are incorporated within the database. Every e-mail is directly connected to the customer card. E-mails may be sent according to personal templates by query results. Reach-Out can also automatically import e-mails from the organization web site.

Contacts.  Contacts are an important part of the customer data within the CRM system Contact cards are a built-in function within Reach-Out and include the ability to include pictures of various contacts. Contact data is also included in the customer database within the Contact field which can be connected to the complete Contact Card.

Telephone Diary and Call Coordination. Reach-Out provides a sophisticated system for call coordination, for single calls or by predetermined call groups for different users determined by queries. Every call that has been planned exists in the telephone diary as well as in the customer card. Reach-Out also includes an automatic call function which allows users to make calls according to a predetermined list by simply clicking on the Next Call in Automatic Dial Function. Each click on this function will present the next customer to be called and will dial the next number. All that is required of the user is to update the data about the conversation and to continue to the next call. The telephone diary presents 4 call preference settings including a Call Time Setting ad Automatic Reminders that automatically present the call and the predetermined time and dials the number.

Call Grouping. Reach-Out includes a unique function allowing quick efficient call grouping through the use of queries. Large queries, such as a query of all potential clients may be very large including millions of cards. Using the Text Range function we can divide the query into many smaller queries according to the criteria included in a text field. For instance we could choose to divide the query by city; a query by city might also include thousands of customer cards. In this case we can divide the query further by Number Text which will divide the query by the number of calls desired in each group.  For instance if we require groups of 100 calls, our query will be divided into smaller queries including 100 customers per group. The system administrator can quickly divide and assign call groups using these and other functions specifically designed for a large number of users.

Call Recording. Using a Voice Modem connection, Reach-Out allows recording telephone conversations or parts of telephone conversations.  An equation may be created to determine when recording begins. For example if the customer status = to credit payment, commence recording. Call recording allows high-level documentation and improved customer care. Customer recordings are available when calling and users may listen to the recording directly from the customer card. The recordings are stored in .zip or .rar files and may be saved in a local or central server.

Flashing Messages and Message Diary. Reach-Out allows the transfer of messages between users using the flashing message option. Each message is saved in the message diary of each user.

Fax Transmission. Reach-Out allows transmission  of faxes to single customers or large groups by way of Microsoft Fax or WinFax. Faxes are sent by choosing  a query  and designing a Word Document. to be sent.

Data Update. First and Second level data may be updated using queries. For instance if we choose a query of all customers that we contacted within the last two month, we can automatically update all relevant data in all the customer cards included in the query.

Delete Cards by Query. Groups of unneeded customer cards may be deleted by query.

Import Data from Excel. Reach-Out allows import of data from any other software or file. The file must be first opened in Excel and organized by columns corresponding directly to field names within Reach-Out. Data Import can check for redundancy and update, if required. Data may be imported to different parts of the software as first level, second level or third level data, contacts or price lists.

Word Templates. Word templates are incorporated into Reach-Out and data can be automatically transferred to predetermined templates built in Microsoft Word. Data is automatically merged and the templates are connected automatically to the card. Price proposals are thus saved within the customer card as merged Word templates.

Excel Templates. Reach-Out allows the creation of Excel Templates and the merging of query data in the templates. Templates may include calculations and analysis that work on the data once merged into the Excel File.

Document Archives and Document/File Management. Reach-Out may be used also as a document and picture archive. Two types of fields are used for this purpose: Connected Fields which connect a file with the field and Archive file which not only connects the file to the field but also allows us to rename the file, copy or transfer the file to the archive, place it in a subcategory within the archive and compress the file. This allows the connectivity of every file as part of the work process. The archive may be accessed separately outside of Reach-Out. The data may be stored either within the database or outside the database and allow direct access to the files.

Software Function Assistance (Tool Tip Text). As part of the work process, users can add Help notes which will appear above the field when touched by the mouse. These notes assist in the process in becoming acquainted with the different functions present in the software.

Labels. Reach-Out creates mailing labels as a standard part of the software. Labels are created by query lists or Word labels may be created using Reach-Out queries.

Export Data. Data may be exported from every screen in Reach-Out simply by clicking the Print option and choosing either printer, Word, Excel, Word Templates or Excel Templates.

Outlook Synchronization. Reach-Out allows the export, import and synchronization of Outlook Data regarding meetings.

Method. Reach-Out is installed on user workstations, desktop's and/or Laptop's. The installation takes place only once and takes about 2-3 minutes. Most of the data is transferred through the server through Store Procedure installed on the server. This system allows the data

to be compiled on the server and only the results appear online. This technology provides results similar to full ASP solutions yet it provides the advantage of speed and quick response time allowing undisturbed workflow at the workstations with minimum use of the bandwidth. Only the minimal Data is transferred through the internet. As the program is installed in each workstation it is not necessary to transfer all the data and graphics through the web, as is the case with full ASP software. Reach-Out has record response time allowing branches from around the world to work simultaneously on a common database at desktop speed. Another advantage of the installation at each workstation is the wealth of tools and functions available in the desktop interface. For the most part, users are unaware that they are working through the internet. The data is transferred by ADSL or VPN lines of 1.5 MB at least or through modem K56.  Work through ASP pages built require Microsoft IIS (Internet Information Server) . Work on these pages is done through Microsoft Explorer or the company website.

Server. Reach-Out uses Microsoft SQL Server 7/2000.  Internet connection to the server requires a broadband connection.

Operating System. Reach-Out is suitable for all operating systems starting with Windows 98 Second Edition through XP Systems. Windows XP is recommended as a result of its stability and improved memory management. 

Software Requirements.  Microsoft Explorer 5 ++ must be installed on computers working with Reach-Out. Word and Excel are recommended.

Computers. Workstations require a minimum of a Pentium 2 computer with 256MB. It is recommended however to use a Pentium 3 computer with a minimum of 256 MB.

Reach-Out CRM Solutions create a world of possibilities and control previously unknown in traditional CRM solutions. With Reach-Out, each business can create and express itself in its software and thus arrive at the most efficient and productive workflow environment imaginable. We invite you to witness for yourself the changes that are possible within your organization once Reach-Out CRM solutions begin to integrate your most precious asset, your customer data, into your business community and office workflow.

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