Features


Customer Management
FedCerts CRM will enable your customer service group to manage your customer base at an individual or batch level. You will be able to maintain contact with your customer track issues customer service issues and communicate with your customer throughout their lifecycle.

Fulfillment
FedCerts CRM contains an advanced fulfillment engine with tracking control. Multiple product fulfillments can be structured at a variety of different levels throughout the life span of a customer or a batch of customers. Signups, welcome letters, trial packages, newsletters, monthly shipments and cancellation notices are some examples of the fulfillments that can be automated with FedCerts CRM.

Fulfillments are completely automated based on the rule sets you create and the CRM will interact with third party service providers (mail merge, mailing houses, product delivery etc.) should you choose to use them. Our integration with most major shipping and fulfillment house enables our customers to configure rather then implement.

Billing
Our software will give you virtually unlimited billing capabilities within the context of your sales channel, program or business model. Multiple billing cycles can be established for individual customers or for customer batches. Billing can be adjusted based on management decisions at multiple levels.

Financial transaction management
We are industry leaders when it comes to billing and financial transaction management. The software offers flexible billing plans and is we interface with all of the major banks and processing gateways. FedCerts CRM supports large batch billing and the process is completely automated following the rule sets you create. Other features include advanced charge back tracking and detailed cash flow analysis.

Advanced trend analysis and cash flow predictions algorithms let you understand service trends and leverage historical data to enable the creation of more accurate business models and to better plan for future business needs.

Payment Gateway Support
Payment Gateway Load Balancing
Other CRM's restrict you to one payment gateway or merchant account per campaign. If your merchant account has a monthly volume limit, and you go over this limit, did you know that you can get the account (and the money in the account) locked up for six months? To alleviate this problem, merchants will obtain multiple payment gateways to aggregate their processing volume. We allow you to assign multiple payment gateways per campaign, and then load balance them using several methods: round robin, weighted average or a configurable max orders per gateway.

Risk Management
When you use the FedCerts CRM set of tools you fraud and chargeback risk at three levels. First, the CRM is a perimeter gateway that will check each credit card or financial transaction against our proprietary black list and fraud analysis algorithms. Once a customer record passes this stage it may be rejected based on parameters you set for fraud management within the system. Finally, we support all fraud management protocols and black list facilities established by the banks you work with.

Very importantly, we are PCI certified and audited to ensure continued compliance on a quarterly basis. This certification is a requirement for all company's who transact customer financial information as part of their business.

Reporting
Quality reports are crucial to the success of any business. Using our real time reporting tools you can better understand your customers and the developing market trends that will impact your business.

Our reporting modules are user defined and reports are viewable within the context of administrator assigned access rights. Each FedCerts CRM user creates their own job specific reporting dashboard thus enhancing their ability to drill down into their specific tasks and work flow responsibilities while being able to maintain the 'bigger picture' regarding their team and business unit performance. Reports are viewed in a dashboard format within your browser.

Reporting is completely customizable so you will be able to generate visual representations of a virtually unlimited number of data sets. Your reports are available to you only and report viewing capabilities are tied to the access rights an individual user has in the system.

Security
You set the access rights for each individual in your organization. Based on the criteria established each person views CRM functionalities specific to their access rights.

Outsourced Administration
For a nominal fee we will provide you with a dedicated CRM engineer who will ensure that all of the requirements of your business are met by the software and will proactively manage the high level CRM functions on your behalf. This service is in addition to the regular service and ongoing support each of our customers receive.

Customer Service
FedCerts CRM provides very strong integrated customer service features. We integrate the following services directly into the CRM:
  • Ability to assign custom telephone numbers (toll-free or local number) for any campaign. This number can be made available instantly to receive calls.
  • Scriptable IVR menu system per phone number. You can quickly setup an IVR menu system to route callers to the right place.
  • Quickly create an ACD queue for your customer service staff to recieve calls on. This allows you to have five reps available to take calls either on regular phones or using soft (SIP) phones connected to the CRM.
  • Full recordings of every call, which are then assigned to the order record on the system. When a caller calls into an 800 number that is assigned to one of your campaigns, you have the option to have them directly reach a customer service, or have them be prompted by the IVR application to enter information about their order.
  • Screen pops with detailed customer order information for customer service. This allows customer service agents to quickly be able to see the customer information as soon as they answer the call with the customer.
  • Order confirmation calls. Order confirmation calls can be sent from the CRM to a customer the very second an order has been placed. A live agent can fulfill these calls, as well as a fully automated call can be placed to the phone number on file for the customer. This can reduce fraud and also increase customer retention.


Call Center Services
FedCerts CRM provides integrated call center features. We integrate the following services directly into the CRM:
  • Agents can take inbound customer service calls, outbound sales calls, or both. A predictive dialer is integrated into the CRM so that agents can utilize the CRM to make sales calls on prospects, for examplethe CRM to make sales calls on prospects, for example.
  • API functionality to send leads directly into the dialer for an outbound campaign.
  • Leads that come into the CRM can be sent directly to the dialer or as a batch, and agents can get screen pops with a sales script then allowing them to take credit card information from a customer and place an order. Doing this can increase conversion rates by 10%-20%.


Click Tracking / Affiliate Management
FedCerts CRM supports affiliates in several different ways:
  • Affiliates can login to the system and be restricted to only be able to see leads from their specific affiliate or sub-affiliates.
  • FedCerts CRM has a fully integrated click tracking system enabling you to see clicks from web sites in real-time and more importantly the click-to-sale conversion percentages for those campaigns. This enables you to quickly see your performance in real-time across all your campaigns / web sites.
  • This is integrated as a dashboard widget for quick viewing.