A snapshot of CRM solutions (based on supplier submissions)

Berger Software

Berger Healthcare Solution

This is a specialised version of CRM based on the Visual Elk CRM platform. It caters for pharmaceutical, consumer, medical, surgical and animal health segments of the market.

Key features include advanced call planning; territory management; location and relationships between doctors, specialist, clinics and hospitals; doctor profiling; consumer order entry with automated wholesaler order transmission; integration with IMS and other sales data; merchandising manager; product profiler and integration to MS Office and MS Outlook. It supports a remote mobile field sales force. The synchronisation software supports bi-directional data transfer from notebooks and tablet computers and provides centralised software management.

Pricing: Licences: $1080 - $1880 per user excl. GST. Rollout: $20,000 upwards per site excl. GSTContact: (02) 9870 3018www.bergersoftware.com.auClarify eBusiness Applications, Nortel NetworkseFrontOfficeClarify eFrontOffice is a CRM solution that gathers information from a variety of sources. The suite consists of four separate solution areas: sales, marketing, service and e-business, each of which focuses on a different aspect of customer relationships.

Pricing: on application

Contact: (02) 9923 0111

www.clarify.com

Compaq Computer Australia

CRM solutions

Compaq has partnered with industry leaders such as Clarify, Siebel, Genesys and InterVoice to develop and deliver a range of solutions which encompass speech recognition technology, marketing analysis tools, direct sales management and contact centres which can prompt sellers to cross-sell or up-sell based on a customer's needs. An integrated contact centre routes requests to the best resource and balances the workload across multiple sites.

Pricing: on application.

Contact: (02) 9022 1962

www.compaq.com.au/services/

Dialog Information Technology

Infinium CRM

Infinium CRM is a fully integrated Web-based CRM solution for the AS/400 and integrates with AS/400-based ERP systems such as Infinium, SAP, JD Edwards and SSA. The product handles business processes ranging from campaign management to sales force automation, complaints management and contact management.

Pricing: on application

Contact: 1800 358 447

www.dialog.com.au www.infinium.com

Epicor Software

Clientele by Epicor

This is an integrated, mission-critical solution which allows mid-sized organisations to gather, organise, track, and share presales, sales, and post-sales prospect, customer, and competitive information. Web Clientele by Epicor is an entirely Web-based release of Epicor's CRM solution. Web Clientele can be deployed across intranets, extranets and the Internet.

Pricing: Web Clientele is available at no charge to Epicor customers.

Contact: 1800 033 857

www.epicor.com

Frontstep eCRM

Frontstep's eCRM (Web-based CRM) Front Office is designed for the mid-market to corporate environment and is based on Internet technologies; a SQL 7 database engine providing system performance, rapid deployment, ease of customisation and upgrade options. Leveraging Microsoft's Online Analytical Processing (OLAP) tools, Frontstep provides out-of-the-box data warehouse capabilities with predefined datamarts for marketing, sales and customer service information. It integrates with all Windows CE-based handheld devices, including the Palm family.

Pricing: on a per-seat basis.

Contact: (03) 9811 6666

www.frontstep.com

Genix

Ibhar CRM

Ibhar's server-based MS SQL Server database synchronises information with laptop-based clients using MS Exchange e-mail. The Ibhar Sales product architecture supports a Component Object Model and is structured to enable enterprises to scale up functionality and features. Designed exclusively to work on Microsoft Exchange and Outlook 2000, Ibhar CRM Solutions provides the Exchange user with CRM tools.

Pricing: A typical installation with 30 clients is $40,000 for the Ibhar system.

Contact: (03) 9811 6666

info@genix.com.au

Good Business Technology

Integrated Customer Management (InCoMe) System The Australian-designed InCoMe system is focused on customer information management, customer contact management, club management, customer loyalty, direct marketing, production and management of gift certificates, gift registers and market research. The modules include Customer Kiosk and Customer Contact Management, plus direct and loyalty modules.

Pricing: available on request

Contact: (02) 9437 4514

www.gbtech.com.au

Graham Technology

GT-X

GT-X is an open and distributed work management system with a ‘businesses process server' architecture, doing for work management what Web servers do for information management. Graham Technology provides and implements infrastructure and tools to maximise contact with customers. GT-X's key feature is its ability to change, evolve, grow and be customised.

Pricing: on application.

Contact: (02) 9666 9077

www.gtnet.com

MapInfo Australia

MapInfo Professional 6.0

MapInfo Professional includes a built-in geocoder, more than 540MB of data and an extensive collection of predesigned maps. It enables sophisticated and extensive data analysis and customer and marketplace demographics.

Pricing: $2595 for new users. Upgrade pricing available.

Contact: (02) 9437 6255

www.mapinfo.com

NCR

E-business Teradata Active Warehouse

NCR's E-business Teradata Active Warehouse is designed to help businesses in the networked economy turn shoppers into buyers, create customer loyalty and ensure the privacy of personal data. The software offers e-commerce solutions, e-advertising and privacy features, including customer opt in, opt out preferences. The consumer access module lets customers check and revise their information. The solution builds on NCR's existing offers, including the company's data mining software, TeraMiner and the suite of eCRM software, NCR Relationship Optimiser.

Pricing: on application

Contact: (02) 9964 8111

www.ncr.com

Onyx Front Office

Onyx Front Office supports both e-commerce and traditional approaches to CRM with portals for customers, partners and employees. Through its Web-enabled architecture, the Onyx solution provides rapid implementation, while still allowing easy customisation. Onyx's portal approach enables the integration process to be carried out easily.

Pricing: on application.

Contact: (02) 9409 4300

www.onyx.com

Oracle Corporation

11i

Oracle's e-business 11i contains components including CRM, order management, financials, human resources, manufacturing, procurement, projects, and supply chain management offerings. Oracle E-Business Suite runs entirely on the Internet and allows customers to personalise applications within their business without complex, technical code customisation. The suite is available as a complete application or on a stand-alone basis in key business areas.

Pricing: on application

Contact: 1300 366 386

www.oracle.com/applications

PeopleSoft

PeopleSoft eCRM

By combining PeopleSoft ebusiness applications with Vantive's Web-enabled, customer-centric applications, PeopleSoft provides a single source for a front-office and back-office solution. Organisations that choose to implement other back-office solutions can still take advantage of Vantive's open CRM applications. This solution includes customer analytics and enables a 360 degree view of a business - the combination of customer, transactional and business intelligence data. Vantive's eBusiness Applications include: eService, eHelpdesk, eFieldService and eSales.

Pricing: on application

Contact: (02) 9413 0000

www.peoplesoft.com

Point Australia

TeamPoint and WebPoint

Point Australia is a distributor of Point Information Systems' TeamPoint and WebPoint suite of CRM solutions. The solutions are based on two architectures: TeamPoint client/server solution manages accounts, customer care and complaints, marketing and sales and mobile connections including Palm devices. WebPoint, the HTML/browser solution, handles customer and partner portals. Both can interact to give a multichannel solution across call centres (centralised and distributed) sales groups, marketing departments plus road and office based service groups.

Pricing: on application

Contact: (02) 9957 4860

www.pointaustralia.com

PrimeResponse

Prime@Vantage.com

Prime@Vantage.com automates, manages and measures marketing campaigns across multiple customer communication channels including the Web, e-mail, wireless devices and traditional marketing channels.

Prime@Vantage.com executes communication campaigns using marketing touch-points from Web sites to direct mail, call centres to automatic teller machines, Palm pilots to mobile phones. It also captures behavioural data from all these channels. There is also the Prime@Vantage Wireless version.

Pricing: on application

Contact: (03) 9221 6134

www.PrimeResponse.com

Remedy eCRM

The Remedy CRM solutions help strengthen customer relationships by automating important sales, marketing, customer support and quality assurance processes across an organisation.

The Remedy solutions can be implemented individually or as an integrated suite. Individual components of the suite are: customer support, quality management, sales continuum and leads management and more.

Pricing: starts from $50,000.

Contact: (02) 9418 3600

www.powerlan.com.au

Unisys

Unisys CRM products, collectively known as Customer Interaction Solutions, help to develop successful customer contact strategies that incorporate multiple channels including voice, e-mail, Internet chat, Web transfer, video, fax. Unisys solutions include a range of call centre and industry-based consulting services to help create profitable customer interaction centres, technology deployment to suit customers' needs, systems integration: developing, managing and integrating solutions for clients in a broad range of markets, outsourcing.

Pricing: on application

Contact: 1300 655 640

www.unisys.com.au

Wilke/Thornton

CRSAnywhere

Wilke/Thornton offers solutions for 1:1 relationship marketing and management. CRS Anywhere, a browser-based consumer affairs system with advanced features, includes a full complement of e-consumer affairs tools, consumer and household profiling, workflow, escalation, knowledge-base, scripting and business intelligence reporting on a pay-as-you-use basis. Item Locator Service gives the exact location, of a nearby store that carries your product.www.crsanywhere.com

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