Would you like to do more with your ERP customer data than just send invoices? The CRM module from MD-Premium not only enables practical management of customers, suppliers, and potential prospects. You can also use this database to send newsletters and form letters, track sales expectations, and map your customer service workflows in a comprehensive ticket system.
Thanks to the wide range of options MD-Premium CRM offers you for interacting with your customers and providing high-quality customer service, you can improve customer satisfaction and thus also customer loyalty in the long term.
And all of this is fully integrated into your ERP system and, thanks to the application framework, offers the same flexibility and expandability as all other MD-Premium function modules.
Ticket management
Professional expertise and customer focus are the ingredients of a successful customer service organization. Add to that a powerful ticket system, and your customer service really starts to shine.
MD-Premium CRM's ticket management offers everything a service organization needs. Freely definable categories and work phases allow the system to be tailored precisely to your needs. Thanks to work recording accurate to the second, you always know which customers have incurred which working hours and you can bill accordingly.
Integrated SLA management escalates sensitive tickets before they can become a financial burden. Complex problems can be broken down into sub-topics that are handled by different people or departments. Thanks to interactive Kanban boards, you can keep track of the current workload of your team members, even in large organizations.
Campaign management
Interactions with customers are often repetitive and characterized by the same steps, whether it is initial contact with a potential customer or planning a customer event.
MD-Premium CRM's campaign management supports you with such recurring tasks. You can define any number of campaigns in the system, consisting of a sequence of work steps, possible responses, and end points. This allows you to define even the most complex processes and have them executed in the system.
Responsibilities and permitted response times can be assigned to each work step. The system monitors progress and reminds those responsible of any deadlines.
If there is a specific sales expectation behind a particular campaign, you can expand the campaign into a sales project. Sales projects provide a comprehensive overview of sales probabilities and a win/loss analysis.
Link a sales project to your order process in ERP and extend sales analysis to cover your company's entire business activities. Sales projects are then managed automatically via the order process.
Newsletter
Even in the age of social media and instant messaging, newsletters remain an effective way to connect with customers and keep them informed about news and important information.
The newsletter management feature in MD-Premium CRM allows you to create as many newsletter groups as you like. You can define separate HTML templates and recipient groups for each group. Newsletters are edited using a convenient WYSIWYG editor with real-time preview. Thanks to an integrated scheduler, you can create newsletters in advance and send them at a predefined time..
The system keeps statistics on the open and click rates of your newsletters, giving you a good overview of how your content is received by your customers. Customers can subscribe to and unsubscribe from newsletters themselves via the MD Premium customer portal.
Other Features
Integrated calender
Integrated calender
Integrated calendar for resource management. Planning of customer, service, and maintenance orders.
COMPASS integration
COMPASS integration
Connection to the Wirtschafts-Compass database, automatic creation/synchronization of customer/supplier data with current company register data.
Connection to Exchange
Connection to Exchange
Integration of Microsoft Outlook (emails, calendar, tasks, appointments, contacts) and Teams.
Project management
Project management
Project management module, defines project types, tasks, milestones, and schedules. Assigns administrators and contact persons. Evaluations of project progress, integration into ticket management.
Master data management
Master data management
Verwaltung von Kunden, Lieferanten, Kontakten und Einzelpersonen. Zentrale Detailsuche nach Personen, Kunden und Adressen.
TAPI interface
TAPI interface
Interface for automated call application (based on TAPI3) for incoming and outgoing calls, whereby telephone numbers are automatically assigned to the corresponding master data.
Integrated calender
Integrated calender
Integrated calendar for resource management. Planning of customer, service, and maintenance orders.
COMPASS integration
COMPASS integration
Connection to the Wirtschafts-Compass database, automatic creation/synchronization of customer/supplier data with current company register data.
Connection to Exchange
Connection to Exchange
Integration of Microsoft Outlook (emails, calendar, tasks, appointments, contacts) and Teams.
Project management
Project management
Project management module, defines project types, tasks, milestones, and schedules. Assigns administrators and contact persons. Evaluations of project progress, integration into ticket management.
Master data management
Master data management
Verwaltung von Kunden, Lieferanten, Kontakten und Einzelpersonen. Zentrale Detailsuche nach Personen, Kunden und Adressen.
TAPI interface
TAPI interface
Interface for automated call application (based on TAPI3) for incoming and outgoing calls, whereby telephone numbers are automatically assigned to the corresponding master data.
The product matrix shows all MD Premium features and which module must be licensed in order to use the relevant functionality.
Your questions - our answers
In principle, each module of MD-Premium can be used on its own, even if the added value only arises in the combination of different modules, with ERP often being the binding link. Ticket management, newsletter management and campaign management are functional blocks of CRM that are not dependent on the functions of the ERP per se.
SLAs are freely definable response time models that can be stored in MD-Premium Ticket Management and applied to selected customers. An SLA includes allowed response and completion times, responsibilities, and an escalation model in the event of timeouts. SLA violations are clearly visible in ticket management and, depending on the escalation model, notifications are sent via email and inline messages
Yes. MD-Premium Ticket Management allows the creation of child tickets to break down more complex topics into subtasks. The cascading of the task can be done over as many levels as are necessary to divide the topic into sufficiently small subtasks.
The ticket system allows for very fine-grained time recording. Different work steps that are carried out in the course of processing are recorded separately and in turn divided into one or more time periods. For each of these periods, it can be determined whether it should be taken into account in a settlement.
Whether a ticket is to be allocated can be decided on several levels: Is the ticket type a billable service, was the ticket created as part of a billable project, etc. In principle, an order is created in the ERP for a billable ticket after completion and processed via order processing.
Yes, the web client offers different Kanban views tailored to the needs of ticket supervisors, team leaders, and employees.
Campaigns are clearly defined processes that depict a recurring work process in a company. With the help of a campaign, it is determined which steps have to be carried out in which order, by whom and in what time frame. Typical use cases of campaigns are, for example, initial acquisitions or customer invitations to an event.
A sales project is an optional extension of a campaign if the transaction results in a concrete deal. The sales project includes additional key figures such as sales and the probability of closing. If sales projects are applied consistently, the system can create comprehensive sales forecasts and perform a win/loss analysis.
Yes, that is possible. You can link the individual steps of the sales project with corresponding order codes (ACO). The order processing phases then control the sales project. Each new order that is created in the system creates a new sales project. Based on the sales probabilities defined in the sales project phases and the sales amount specified by the order items, you receive a continuous sales forecast for your entire order processing.
Sales projects must have firmly defined endpoints, at least one of which represents the successful completion of the project, another the loss of the project. This makes it clear which sales were realized and which were not. The respective person working on the sales project is also required to enter a reason why the project was lost if the project is lost.
Yes, this can be determined via the so-called reminder date. Work steps of a campaign that have been assigned to a specific MD Premium user appear in their task list and the reminder date determines when this work step is to be completed.
Yes. Any number of HTML templates can be stored in MD-Premium, which are then used for different newsletters or newsletter groups.
Yes, registrations are possible via the MD-Premium customer portal. In accordance with the data protection regulations, unsubscriptions are made via dedicated unsubscribe links, which must be embedded in each newsletter.
The system tracks which recipients have opened the newsletter and how many links have been clicked. There are also global statistics on which links have been clicked and how often (anonymized)
Yes, the integration is done via Microsoft Graph. Mailboxes, calendar entries and contacts are synchronized
The customer must conclude a corresponding user contract with Wirtschaftskompass. This is done independently of Multidata and is not billed via Multidata. The customer then receives an access key, which is stored in MD-Premium as a system parameter. Once this has been done, the Compass function is available.
Yes, telephone integration via TAPI is possible
The integration of different IT systems is always time-consuming and the exchange of data between isolated systems is often a bottleneck in the process flow. Due to the common database of CRM, ERP, HRM and the other modules, individual functions can not only be easily enriched with additional data. You also have the option of creating individual process flows that access data and functions of the different modules.
Yes. Registering for a newsletter takes place via the customer portal and is therefore a deliberate action that can only be taken by the person in question (personalized login at the customer portal). Cancellations are explicitly recorded and stored in the system as such. This ensures that the person cannot be registered for the newsletter again by mistake.
This can be done via a sales project.