This CRM Review examines ConvergeHub.
In-Depth CRM Review
Converge Enterprise, Inc.
11501 Dublin Boulevard, Suite 200
Dublin, CA 94568-2827
CRM Category: Strategic CRM – Cloud
Sub-Category: Contact Manager/Multi-channel relationship manager
Seats: Small Business/SMB
About the Company:
ConvergeHub is a cloud based CRM solution perfected for SMBs. It is loaded with the most advanced enterprise CRM features to offer complete business solutions to businesses of any size. Developed by a Silicon Valley based company, Converge Enterprise, it is designed to be simple, easy, intuitive, and risk free with features like Email Integration, POS Integration, Voice, Fax and SMS Integration, Social Media Integration, Document Management, Role-Based Security etc.
Converge Enterprise grew out of the deep CRM experience Manash Chaudhuri acquired in his previous venture, Corelynx. Chaudhuri believes that the cumbersome user interfaces of most commercial CRM solutions limit user adoption. He also felt that many current CRM developers were failing to adopt the best new capabilities of the steadily evolving web development technologies. Converge Enterprise was developed to provide a powerful new alternative to growing SMB companies.
About the Product:
Manage Leads, Contacts, Accounts and Deals from One Application
Empower your sales reps with ConvergeHub Salesforce Automation software. It automates the repetitive tasks associated with selling, thereby enabling your sales reps to concentrate more on closing deals. Plus, ConvergeHub provides 360-degree view of leads and customers that arms the sales reps with the right selling and customer insight.
Refer ConvergeHub dashboard to get a real-time snapshot of sales key metrics. Know about the latest developments in sales activities from four different panels – Deals By Expected Close Date, Leads By Source, Lead Acquisition and Deal Acquisition.
Customize the settings for each panel to get dynamic results as per the requirement. Click on the Summary side panel to visualize the sales pipeline at various stages i.e. the updated number of leads, accounts, contacts and deals. Experience easy navigation by visiting all the important sections of the CRM through the links presented in the dashboard itself.
Manage, share and collaborate with accounts collectively through ConvergeHub Account Management module. Enable sales reps managers, and other authorized personnel to access complete history of each account from one common repository.
Create task, schedule event, and add comments and notes to the accounts. Reach out to the accounts through email, phone, FAX and SMS. Attach files to the accounts from the computer or ConvergeHub Library.
Keep track of accounts more elaborately by associating them with relevant leads, deals and contacts. Refer to the past deals of the accounts to understand buying patterns; analyze up-selling and cross-selling opportunities and set up loyalty programs.
Experience an easy and powerful way to store all business contacts in a centralized, shared database. Add contacts manually or include from third-party sources using Import tool and Developer API.
Access all important contact information (i.e. emails, phone numbers, meeting notes, to-do lists and documents) from the Contact details section. Also get a summary of all communication happened between the company and the contact to improve customer service. Add tasks, comments, notes and events; or attach files to the contact.
Reach out to the contacts through email, phone, FAX and SMS.
Customize contact management as per your organization-specific sales process. Use the Microsoft Outlook plug-in to import Outlook contacts into ConvergeHub. Export the contacts list in Excel and PDF format from your ConvergeHub account.
Use Converge Deals Management module to store and manage comprehensive information about the converted/to-be converted leads. Get a detailed outlook on each deal through fields like account name, assigned to, lead source, sales process, sales stage, deal type, deal value, expected close date and conversion probability.
Import Deal opportunities from spreadsheet or third-party business solution using Import Wizard and Converge API. Associate Deal opportunities with accounts, contacts, activities, and other modules for better visibility and tracking. Add comments and notes or attach files to the deals as per the requirement. Set up a sales process. Carry out a quick assessment through reports to enable your sales reps close more deals and gain insight in improving future ones.
Increase Marketing ROI with Personalized Campaigns
Make smarter marketing decisions with exact information about your customers and prospects. Build and run automated campaigns across different channels such as mail, email, mobile, social, and the web to increase the chances of bringing in more leads. Measure the campaign results to acknowledge the most fruitful ones and identify the areas that need improvement.
Manage your entire marketing mix from ConvergeHub. Use powerful campaign management capabilities to manage leads and convert them to opportunities. Look into the CRM customer database to learn which products/services your customers have already purchased; based on which, target your cross-sell campaigns more effectively.
Get a real-time view of the marketing performance with packaged and customizable reports. Track each campaign result through fields such as Total Sent / Attempted; Opened / Viewed; Link clicked; Un-subscribed; Bounce / Invalid. Provide access to reports based on established user roles. Present campaign results with highly visual, context-rich Bar, Pie, and Line charts for quick analytics.
Improve the effectiveness of your email marketing with content specific email templates. Choose from a list of predefined email templates under six different categories – My Templates, Business, Seasonal Holiday, Newsletter, Showcase and Press Release. Also, customize or create new dynamic email templates with ConvergeHub Rich-Text HTML Editor.
Increase the impact of your marketing strategy by targeting different priority markets through each campaign. Create separate lists from targets, accounts, leads and contacts and link them to the campaigns. Add segments and criteria in the list to make your campaigns more specific.
Get the names of the recipients of previous marketing campaign from the existing lists. Use search and advanced search functions to zero in on particular campaign recipients. Export the list in Excel and PDF format from your ConvergeHub account. Adjust the number of subscribers displayed on the list as well.
Create, target and run campaigns across four broadcast mediums – Email, Direct Mail, SMS and Social, from one easy-to-use interface. Access Mobile CRM on-the-go to manage both campaigns and subscribers across all the channels with comprehensive cross-channel campaign tracking. Use the ROI reporting feature to – identify the most profitable channels; modify the efforts and dramatically improve marketing ROI.
Empower your Customer Support Agents with the Right Resources
Use ConvergeHub to streamline organization-wide Customer Support process. Instead of handling Sales and Post-sales support from two different platforms, integrate both under ConvergeHub. This helps you provide speedy resolutions to boost customer satisfaction and increase cross-selling and up-selling opportunities.
Deliver on-time effective customer service by managing and monitoring all your customer cases from a central database. Assign and rout cases to customer support professionals across multiple communications channels – email, phone and web. Provide assistance to the support agents by attaching relevant files from the computer or from ConvergeHub Library. Add/view task, event, note, comments and followers to the cases.
Track the quality and quickness of case issue handling to ensure proper customer satisfaction. Analyze the performance of support agents through precise analytical reports. Customize the case management software as per your customer support process. Add custom fields and change the related list views.
Get a quick snap-shot of customer case history from the Issue History section in ConvergeHub. Get important details like – total number of previous cases, assigned customer support agents, case resolution status and case closure date. View comments to get a detailed insight on the case. Add comments to the issue history as per the requirement.
Web to Case
Capture customer support requests from the website to include in ConvergeHub cases module. Accelerate the resolution process by automatically validating the case and assigning it to the right customer support agent.
You don’t need the help of an expert to build the web-to-case form. Simply click on the web-to-case feature, drag and drop the required fields and select the customer support agent. Set the form heading, button label, form description, form completion message and redirected URL. Put the embedded code into the website.
Integrate ConvergeHub with third-party applications to further streamline your organization wide activities. Develop new BPM applications in Java, .Net, C, C++, PHP, etc or integrate existing business applications as per your requirement. Use Developer API and within a fraction of the time, your accounting, ERP, e-commerce, self-service portals, will be in one place, all integrated seamlessly into ConvergeHub
Benefit: you get real-time visibility into the data, performance, availability and capacity of each of your business application from one broad platform.
Grow your business with ConvergeHub
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Rich’s View of ConvergeHub:
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