We are a social service provider in the care and emergency services sector, among others, and are looking for cloud-based contract management software that may also include CRM functions. However, the contract management requirements are our main focus.
We have the following requirements for the software:
General:
- Cloud-based
- SAP interface
- If CRM functions are included, an interface to other software currently in use would also be welcome.
Contract management:
In the “Customer” area:
- Customer/supplier creation (name, address, various contact options, date of birth, etc.)
- Creation of individual contacts assigned to the customer/supplier
- To-do/task management to see who has to do what and when in the processing of the customer or the higher-level organizational unit
- Classification of customers according to different criteria (home emergency call participants, sales, etc.)
- Free notes can be recorded on the individual contacts as well as on the higher-level organizational units
- List of notes that have been recorded on individual contacts (but also on higher-level organizational units, if applicable) (viewable in the historical log)
- Store contact status (prospective customer, customer/supplier, former customer/supplier)
In the “Documents/Contracts” area:
- Assign any documents to the customer (including history of different versions)
- Enter start and end dates
- Generate reminders for cancellations, renewals, maintenance appointments, etc.
- Create workflows/processes related to contracts
- Store individual contract terms and conditions in an overview and their history
- Task management (creation of tasks for customers/contracts, reminders for tasks)
- Digitization of documents/contracts, etc.
- Keywording of digitized documents
- Management of contract changes/extensions
- Assign different contracts to a customer
- Attach flags to contracts (framework agreement, price adjustment, etc.)
- View contract history
- Vertical controlling, evaluation/view at cost type level (e.g., all elevator maintenance contracts)
- Horizontal controlling, mapping of our cost center structure and display of contracts in the cost centers
- Definition of roles and authorizations for individual or multiple user areas
CRM:
In the customer area:
- Customer creation (name, address, various contact options, date of birth, etc.)
- Creation of higher-level organizational units to which individual contacts can be assigned
- Additional fields that can be assigned to the units (e.g., access data for specific servers)
- Documentation of application and approval (with indication of different statuses (rejected, applied for, approved, etc.)
- Create checklists and run evaluations (about customers, e.g., which documents are still missing, which products does a customer purchase)
- To-do/task management to see who has to do what and when in the processing of the customer or the higher-level organizational unit
- Task management (creation of tasks for customers, reminders for tasks)
- Option of automatic notification of individual events, e.g., when the number of included assistance calls in the home emergency call system has been reached (in order to then be able to initiate a calculation)
- Classification of customers according to different criteria (home emergency call participants, turnover, etc.)
- Free notes can be recorded on individual contacts, but also on higher-level organizational units
- List of notes that have been recorded on individual contacts (but also on higher-level organizational units, if applicable) (can be viewed in the historical overview)
- Store the status of contacts (prospective customer, customer, former customer)
In the Product/Customer area:
- Workflow management for each product (potential -> prospective customer with enquiry -> offers with different versions and history -> order -> invoice -> cancellation -> former customer)
- Store reasons for any deregistration/termination, which can then also be statistically evaluated
In the Products area:
- Creation and management of articles
- Products purchased by the customer (e.g., standard home emergency call system, premium, etc.)
- Price history
In the Documents area:
- Assign all documents to the customer (including history of different versions)
- Digitization of documents/contracts, etc.
- Keywording of digitized documents
In the Resources section:
- Warranty tracking/maintenance; maintenance of home emergency call devices
- Maintenance appointments – reminder message after a certain period of time (e.g., smoke detectors)
- SIM card management
- Inventory management
- Resource management (keys, key numbers, stored location/safe, home emergency call devices)
In the Sales/Marketing section:
- Automatic letter dispatch or letter creation/serial letters
- Planning and executing campaigns
- Mailings/newsletters
- Evaluations for sales and marketing
- Forecasting
General:
- Transfer of appointments and tasks to Outlook
- Incremental search with varying depth and scope, including placeholders and/or links
- Import/export interfaces? Which ones and how can they be used?
We expect to need 22 software workstations spread across several locations.