Customer Relationship Management

When cultivating leads, there's nothing more important than coordinating and organizing your correspondence with clients. Viper's Customer Relationship Management software (CRM) gives users unparalleled ability to track the status and content of communication with contacts and to work seamlessly with other salespeople within your organization.

Contact Management

CRM's most basic feature is pretty straightforward: It's a centralized place to store the names and essential data for the people and organizations you work with, or aspire to work with, and their relationship with one another. Viper CRM is highly flexible, because different organizations have different judgements about what data is essential. Do you want to be able to keep track of a customer's favorite sports team and the names of their pets? Done! Do you want to keep it stripped down and don't want to even see a "Fax" field, because it's the 21st century already? Done!

Centralized Repository

Entering and keeping the customer data is just the preliminary step. Where a CRM system differs from a plain vanilla contact management tool is that all customer data is stored in a central repository on the network, and not scattered around on various appointment books and laptops and phones. Every member of your team has access to this data, no nothing's ever out of sync, nobody's ever in the dark, and no valuable data is ever lost with a stolen laptop or departing employee. Contacts and accounts may be assigned to account managers, and you have fine-grained control over how one staff member may view or edit another's records. Viewing or editing may be restricted or disallowed depending on rules, or owners can be notified if changes are made to "their" records or if new records are assigned to them.

Calls, Emails, Appointments

When you speak to a contact on the phone, you can type into the "quick call history" window in Viper CRM, and your notes will be recorded and timestamped automatically. Put a meeting on the calendar, to get a reminder, and when you finish the meeting, type your notes into the meeting record, and it will all be stored, attached to the contact's record forever more. When you exchange email, key messages may be attached to the customer record (optional component required).

Filters, Searches, and Reports

Viper CRM makes it easy for you to not only find specific records, but also to mine your customer data to identify hidden opportunities. You can search for all records that match specific criteria, such as all leads from a certain region from a particular industry who attended a certain conference. You can also create a "filter" which is sort of like a permanent search. You can have an unlimited number of permanent filters, which allow you to display contact records according to custom criteria, and even set a filter as your default view.

The 'New Opportunity' Workflow

When lead cultivation efforts result in a potential customer requesting a proposal, Viper CRM has a simple process for creating an "opportunity" record, which initiates a cascade of effects behind the scenes:

1. The lead record is re-classified an opportunity record.
2. If the lead's company name isn't already in the system as an account, a new account record is created.
3. A new contact record is created with the name and contact information, and it's associated with the new account.
4. The sales manager of the office that the new opportunity has been assigned to receives an email notification.
5. The new opportunity appears in the sales manager's Opportunity Queue on their Viper dashboard.
6. The manager may assign the new opportunity to a member of the sales staff, who is then notified that they should begin working on the proposal.

The next step in the workflow is building proposals.