What is CRM Software?

CRM is an acronym for Customer Relationship Management. Organizations hoping to improve their sales and customer relationships often use CRM software to better manage these interactions. There are two common classes of CRM software:


Sales Force Automation (SFA) solutions are designed to help sales organizations manage their sales processes. Most SFA packages have very basic functionality and do little more than help a sales rep organize sales contacts. However, an emerging class of SFA solutions has robust features that help facilitate the entire sales process. These solutions empower both front line sales reps and sales managers. A true SFA system will help simplify a sales rep's day by taking on the burden of many tedious tasks like gathering, categorizing and distributing sales leads. Sales management also benefits by using a full-featured SFA with the ability to view, forecast and report on the entire sales pipeline as well as measure the performance of each sales rep.

Customer Service & Support (CSS) solutions are designed to help facilitate customer interactions with a Help desk or service and support representatives. CSS helps by automating customer incidents originating as service requests, complaints and other types of information requests. A best-of-breed CSS system will allow a customer care representative access to all customer interactions—appointments, tasks, notes, email, inbound and outbound calls—in a single location. Through quicker incident resolution, an organization is better able to increase customer satisfaction and loyalty.


Why Do Educated CRM Software Buyers Tend to Choose Us?

Entellium, a leading Web-based CRM company, has earned widespread industry recognition as an innovator in the field. We've beaten the competition time and again, because our award-winning CRM solutions deliver more powerful business benefits and a better user experience for our customers.

Ready for world-class hosted CRM software? Try eSalesForce for free ››


CRM software from Entellium delivers when it comes to:


After researching CRM tools, you may notice that all of them make the same claims about how great their product is, use the same jargon and throw a bevy of screenshots at you.

So by now, after doing your homework, you may be thinking "This is a tough decision—most CRM products look the same. So what's different about Entellium?"

Plenty—after you read a bit more about our CRM solution (eSalesForce), we invite you to compare us to the competition.

Premium CRM Features and Maximum Value

We include all of our award-winning CRM software features in one base package. And our modular design means you only pay for what your individual employees actually need. The result for our customers? A world-class, fully integrated CRM software suite for up to 60% less.

CRM That's #1 in Simplicity

eSalesForce was developed from the bottom up with usability in mind, and it shows. Sales reps only see the tabs and features they need to do their job. And they can manage just about any interaction from a single screen.

Sales Workflow That Accommodates Your Best Practices—from Start to Finish

Our workflow engine kicks in from the moment a lead arrives in eSalesForce. Whether the prospect is imported directly, fills out a form on your Website, or is entered manually, our workflow engine takes over and distributes the lead based on a number of criteria (for example, product of interest, geography or company size) to the sales rep best suited to close the deal.

To make sure leads don't go cold, you can specify thresholds within our products that optimize sales resources and complement other routing criteria. This means you can distribute leads in equal amounts ("round robin") or by ratios (where certain reps receive a set percentage of leads). With this feature, sales management can spend more time analyzing lead conversion and improving performance, instead of overseeing lead distribution and follow-up.

From there, eSalesForce supports unlimited sales processes that give your team the flexibility to follow unique sets of best practices for each type of opportunity you encounter—all on the same system. Major accounts, channel sales, direct sales and inside sales can each have their very own definable sales process—including sales stages, checklists, forecasting rules and opportunity analysis. In addition, you can create best practices in eSalesForce based on industry segment, product line, go-to-market approach, sales cycle or any other scenario appropriate to your sales execution. This is the ultimate in sales process flexibility.

In addition, Activity Sets within eSalesForce let you predefine multiple sets of activities that are specific to a business process that are commonly used. So if there's a standard set of activities associated with, say, lead qualification, an RFP request, or a key sales stage, you can apply all these tasks, in sequential order with a single click in our CRM software.

What's more, users and managers can slice and dice their views of opportunities and their reporting based on the ability to select specific sales processes, or report against multiple sales processes simultaneously within our system. Sales people and managers have the information they need to make better-informed decisions with this level of drill-down, real-time data quality and relevance. The result for you is better control over sales, without compromise.

Advanced Sales Process Management

Sales managers sometimes have difficulty managing opportunities effectively. Every CRM software vendor will give you basic details, but sometimes deals aren't that simple.

eSalesForce makes it easy to influence the sales process and provides a level of drill-down into each opportunity that is truly unique. Only our Opportunity Analysis feature goes beyond the basics to help sales managers conduct structured evaluations by reviewing product mix, pricing, delivery promises and terms. These reviews are always done the same way—judgment calls are eliminated, and everyone plays by the same rules.

This level of detail leads to better decisions during the sales process. No other hosted solution shows more detailed information about an opportunity without significant customization expenses.

Interactive Business Intelligence

The need for accurate sales reporting and forecasting is a major reason why businesses implement a CRM software solution, so you'll get the basics with any package. But our customers demanded more, so we raised the bar by developing visual, interactive reports.

We present key sales data visually using colorful dials, gauges and sliders. But these reports aren't just a pretty face—for the first time in a hosted CRM application, you can use the sliders and dials to explore "what if" scenarios to better analyze past performance and anticipate future trends.

Why Choose eCustomerCenter CRM Software?

Today, a positive customer service experience has never been more important. No matter what your business, happy customers mean a better bottom line. We understands the issues you face everyday, since our service team responds to the support needs of thousands of users around the world.

Finding the best CRM solution for your service department is tricky—especially since every CRM provider claims to deliver a product that turns your team into a world-class service department for less money. Jargon, acronyms, and the possible pit-falls of hidden costs only add to the complexity.

So let's cut through the hype and review, in plain English, why you should consider eCustomerCenter, and why it's the best value in CRM for customer care today.

Enterprise CRM Workflow Engine

We're the only hosted CRM solution that manages automatic routing of incidents between people and departments based on varying business rules—with no manual intervention. You can track a series of events that must happen consistently each and every time, like a customer go-live process.

Our competition thinks about CRM workflow in very basic terms that are usually limited to ad hoc rules that dictate how emails are routed to reps. While this works for some businesses, it's hardly FORTUNE 500 quality.

The workflow capabilities of eCustomerCenter give you the flexibility to route incidents in serial or in parallel, not just ad hoc. You can adjust escalation rules based on customer and issue type, or customer-specific service level agreements. With eCustomerCenter, you can create an unlimited number of work queues and apply rules to them—you can specify how incidents are distributed down to the last detail.

What does all this mean to you? By routinely responding as promised, customers perceive a higher degree of excellence in your service delivery—and that's what CRM software is all about.

True Process Management

eCustomerCenter is #1 at helping you systemize your customer service processes to ensure consistently high service levels, quick response times, accountability and problem resolution. Don't settle for mere incident tracking in your CRM software when you can have true process management—for less.

Create a Personalized Customer Experience with Our On-Demand CRM Software

You can determine service levels by customer type to ensure high-revenue customers get immediate attention. To encourage self service, eCustomerCenter gives every customer their own personalized support page and the ability to submit incidents online.

And rather than offer a generic Web page for all customers, self-service Web forms within eCustomerCenter recognize each customer and route their submissions according to your unique business rules and service level standards. Your customers can submit incidents online, and go to their own personalized support page for updates and notifications. These unique Web pages are another way our Web-based CRM software provides 24x7 coverage for your customers without increasing your overhead—and it's branded for your customers, giving them the personal touch they really love.

We are the only CRM company to provide this strategic advantage to you, and it's very easy to set up.

Multi-Channel CRM—Including Chat

Multi-channel service organizations give customers the power to communicate according to their preferences—by email, over the Web, by phone, in person and so forth. Most CRM providers accommodate these different options, but only we take high-touch customer interaction to the next level with our live chat feature.

We offer our customers a 24x7 instant message capability, and now you can offer that same feature to your customers. This channel is effective at quickly resolving problems, and costs basically nothing compared to phone-based support. Live chat also gives customers the real-time resolution they appreciate.

CRM Software Usability

It's hard to hire and retain good service reps—all the more pressure to buy a user friendly CRM application that keeps morale up and training times to a bare minimum. Luckily, most hosted CRM products are easier to use when compared to their on-premise counterparts. But look beyond the numerous screenshots you've undoubtedly seen by now, and you'll see that there is a big difference in CRM usability.

Our competitors display a large assortment of different tabs on the screen, but many tabs aren't even relevant to service activity. Our on-demand CRM software presents all the information reps need to do their jobs.

In addition, eCustomerCenter automatically takes incoming email (and any attachments) to your Help desk and creates an incident. Like any other inbound incident into our CRM system, it can be routed a number of ways. This increases the chances of timely resolution because the email is automatically entered into eCustomerCenter and won't go unnoticed in a random email inbox.

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