It’s all part of Customer Relationship Management (CRM)—a process of carefully crafting personalized messages to a customer based on comprehensive information about that individual’s usage patterns, computed needs and belief systems.

Until now, delivering comprehensive, consistent individualized CRM messages through touch points, such as a call center or Web site, was nearly impossible. Instant CRM™, developed by CPM Marketing Group, solves this problem.

Instant CRM is an interactive Web service that delivers real-time, personalized CRM communications throughout customer touch points. The system interactively and incrementally controls the content displayed on your Web site as well as call center screens.

How It Works

Instant CRM touch points are designed with blank content fields reserved for personalized messaging. During a conversation with a customer, these blank fields are dynamically populated by the Instant CRM server located at CPM’s corporate headquarters with customer-relevant information. These personalized messages are based on a broad array of information about the customer, the current point in the conversation and the context of past messages.

Instant CRM Capabilities

• Create an individualized user experience
• Optimize the revenue opportunity of the interaction
• Up-sell additional services based on the outstanding offer
• Cross-sell additional services not directly tied to the offer, but relevant to the individual
• Provide customer-preferred response channels for fulfillment of marketing programs
• Provide consistent messaging across all channels
• Enhanced ability to track utilization and financial impact on the health system’s bottom line
• Increase the efficiency of a particular touch point by preloading known information
• Generate messaging and offers that are relevant to the current interaction
• Eliminate inappropriate messages that negatively affect downstream utilization