CRM analytics refers to the tools that a CRM system has to analyse the cases by various segments and dimensions. For example, if you got 5000 new sales enquiries in an year, but it was across 10 locations and 5 lines of business then you will need a way to analyse cases by location or by line of business or even by a combination of both. This is made possible by CRM analytics.
Merely having case Management functionality in your CRM platform is not enough. While your agents are working on a specific case (micro level) at your top management level, you will be looking for capabilities to gauging the entire situation and the trend in a single glance or single report. CRM analytics makes this possible.
Modern businesses, however, are complex; they are often cross geographical, cross-organizational or across departments. What if you want to see the performance of a specific process in specific geography? Or what if you want to check performance in a line of business.
What this video to know how this is made possible in Solastis
Multidimensional CRM Analytics
Once you start processing cases in your organization, you will very soon want to generate meaningful reports out of it. For example, you may want to know the statistics of cases generated in a specific geography, or you may want to know performance on cases in a specific business line. Organizational unit, territories and case type together makes this possible.
To make this possible we have provided two additional dimensions called organizational unit and territories. You can define these objects as per your requirements, and then attach it to every case you create. The data then is available to do any kind of slice and dice reporting on cases and case performance.
Org unit + Territories + Case type = CRM analytics opportunities
Authorizations by multiple dimensions
These three objects – Organizational unit, territory and case type are not only used in reports and attaching it to cases for further analysis but are also available for defining authorization roles for cases. You could, therefore, specify access to a specific case type in a specific territory only for a user.
This way Solastis CRM + BPM platform provides significant flexibility to define your own dimensions for CRM analytics and then use those for user access control.
Cross organization views
The three-dimensional structure we generate above is particularly useful in generating cross-functional, cross geography views of cases. For example, you may want to view the performance of cases across geographies, or you may want to compare performance on cases in two geographies. This is easily possible once the organizational unit and territories are defined as per your business needs.