Enterprise Contact & Feedback Management
(ECFM)Solutions
creating
Sustainable Business Relationships
using
Thoughtful and Structured Communication
a presentation by
Pravir Ganguly
Gurgaon, 1
July 2011
Markets are essentially
conversations between people
You don’t deal with organizations, you deal with people – your
customers, your suppliers, your peer group, your bosses & your
subordinates
Markets consist of human beings not demographic
sectors;
 Conversations among human beings sound human.
They are conducted in a human voice;
 Whether delivering information, opinions….or
humorous asides, the human voice is typically open,
natural, uncontrived;
 People recognize each other as such from the sound
of this voice;
 The Internet is enabling conversations among human
beings that were simply not possible in the era of mass
media
 Internetworked markets & Intranetworked employees
are carrying on bold and powerful conversations like
never before
Remember the
Cluetrain
Manifesto?
Back in 1999, The
Cluetrain Manifesto
was first published
exploring the nature
of our new reality.
The Manifesto that
was nailed to the
doors of the
virtual
“cathedral” of our
conventional
thinking (yes, that
was reference to
Martin Luther..)
2
To experience the power of online conversations visit
http://www.cvent.com/d/rcq7cc/3B
Dynamic web pages can deliver interactive conversation
opportunities between people across cultures &
geographies; in their preferred language, space & time…
Apart from being
non-intrusive,
online/web
conversations
reduce carbon
footprint
3
Our cloud solutions enable you to listen & analyse
in real time
With our ECFM solutions you can be perpetually & non-intrusively
hardwired to your stakeholders
They could be your:
 Existing & New Customers
 Prospects
 Channel/Business/Technology Partners
 Investors
 Employees
 Project Teams/Divisions
 Other discreet Communities
4
Business Communications can either be
Campaigns or Conversations
Our cloud solutions manage end-toend logistics of engagements with
discreet communities & stakeholders
Market Surveys
Lead Gen &
Lead Nurturing
(B2B & B2C)
ECFM
(Online & CATI)
Online Education
& Testing
ePromotions & Customer
Advocacy
Online
Publishing
Activity
Reporting/Monitoring
All activities are
supported with
Analytics and
Real-Time
Reporting.
Further we can
deliver APIs to
import all the
data/export values
to other in-house
legacy systems
inlcuding
Salesforce.com,
SPSS, or any other
BI tool.
5
Some key features for Surveys, Assessments, Lead
Gen & e-Promotions
Embed Various Media – Ability to add images, audio, video to the survey.
WYSIWYG HTML Editors - HTML editors provide an editing interface which resembles how the page will be displayed in a
web browser
Email Support & Phone Support – Same Business Day Support, escalated support
Spam Detector – A spam filter is a program that is used to detect unsolicited and unwanted email and prevent those
messages from getting to a user's inbox.
Advanced Survey Protection - The ability to define and limit who can complete the survey
Opt-Out Tracking – Automatic opt-out management that allows you to automatically opt-out people from future emails,
should they chose to be opted out.
Branch Logic - Enables sending a survey respondent down a certain path based on their previous answer
Skip Logic - Skip logic, or conditional branching allows you to change the course based on answers
Advanced Logic - Only the questions relevant to each contact will be shown.
Pipe Logic- Pipe logic inserts a survey respondent's answer from a question into the text of another question.
Multiple Responses per Contact - Multiple Responses per Contact allows respondents to submit a survey response more
than once.
Cross Survey Reports - report to compare 2 or more survey (or data) over time.
Multi-User Rights - Multiple users can use the tool simultaneously. The system also allows customers to Control data
visibility across departments and user groups by enabling administrative users to define custom user rights and
permissions.
A pre-launch Review & Commentary - Allows customer to receive comments from colleagues internally before the survey is
launched.
Kiosk Mode – Allows customer to collect survey data onsite, or via CATI, Call Centers.
Multilingual Survey Format - Gives ability to create survey in languages other than English.
Printable Surveys - Ability to print the survey in a paper. Ideal for online test & exams.
Response-triggered Email Alerts - Allow instant alerts via email based on how someone responds during a survey. Used
most often to provide a timely alert for dissatisfied customers or someone highly interested in a sales opportunity.
Multiple Email Campaigns - Allows multiple emails to different contacts for a single survey
Configurable Response Scoring - Allows numerical values to correspond with each answer choice. Use to help quantify
qualitative answers. Used in assessments and testing.
Customizable Export Values - Manipulate the way data is exported.
Salesforce Integration - Ability to integrate Cvent with Salesforce (CRM) to transfer data between the two systems.
API Access (integrate w/ other apps) - directly integrate customer’s database with Cvent for the data to transfer
seamlessly. This works back and forth.
HTTP post - Similar to API, but just allows for 1 way integration i.e. from Customer to ECFM platform.
6
Reports & Analysis on various activities
are available in Real-Time
 Survey Reports & Cross Tabs;
Multi-Format Flat Files & Export
Values; Custom Reports &
Presentations
 Respondent Status Reports
 Email Reports
 Audit Reports
 Advanced
Filters can be
used
Parked reports
can be exported
in Excel, CSV,
PDF, TIFF,
MHTML, etc
7
Our Lead Management solutions will
increase your marketing ROI
Comparative Cost & Quality between Lead Gen Modes
 The central nervous system of a quality
lead scoring system requires
sophisticated survey software technology
that facilitates the process of generating,
prioritizing, and processing leads through
the sales funnel.
 You need to be able to articulate the
‘need’ before you focus on the overall
BANT scoring
 The heart of an effective lead
management system requires a powerful
dialog box; & a customized questions
scoring system
 Other customized tools:
 Configurator
 Allocator
 RFQ Now (real-time quote
developer)
Cost per Lead
Lead Quality
Conventional lead-gen options like Expos/Trade Shows, are
expensive & risky; Personal/Telephonic Interviews can lack quality
& data integrity.
Our ECFM solutions
• use dynamic web pages to drive powerful online/CATI conversations
24x7
• bring costs down by over 60% as compared to Events & 50% as
compared to Personal Interviews
• offer much higher quality of leads as compared to Personal &
Telephonic Interviews
 Real-time Alerts
8
Snapshot of some key apps across
functions
Key Applications-Functions Matrix for ECFM Solutions
Applications-Functions
MR &
Consulting
Education &
HR, OD,
KPO/BPO Training Publishing Recruitment Marketing
Sales
Associations/
Project Clubs/FaithMgt
based Logistics
Market Surveys
Internal Feedback
Lead Management
Asssesment/Evaluation
Dip Sticks/Polls
Activity Reporting
Community Dev & Management
Membership/Subscription Drives
ePromotions
9
Our ECFM based eMarketing solutions can
be customized to your needs
Our Solutions are White
Labeled
Personalized Communications
 Professionally designed emailers
 Embedded media
 Survey/Dialog/Microsite links
 Contact Management
Contact info & activity in one
unified database
 Subscription & profile Mgt.
 Reporting & Analysis
Survey & Cross Survey Reports
 Activity/Project Reports
 Click tracking Reports
 Email Reports
 Respondent Status Reports
10
Our ECFM solutions are robust in terms of
features, security, and scalability
 Run on secure integrated platforms that have been used across industry
verticals, with different activity volumes, across different geographies
 IDS, 128-bit SSL, SAS 70 Certified Data Storage Centers
 Data Intergrity, SPAM Control, Privacy Policy
 Can work 24x 7 & non-intrusively to connect to your stakeholders
 Are features rich with –
 Multi-Lingual Deployment
 Mulit-Format Reporting
 Real-Time Analysis
 Embedded Media Capabilities
 Deployment options involving Microsites, eMail Blasts, Telephonic (CATI) Call Downs
 Require no HW/SW licenses: no dedicated resources
 Are white-labeled – can be customized to match with your brand, image & style
 Can be scaled up or scaled down
 Can talk to and integrate with other legacy apps using APIs
 Can Eliminate Redundant Tools & Shield Company Assets
11
Some of our clients in India & Asia Pacific…
…& what are they saying about us!
•
“Access Media’s ECFM solutions are robust & quick
to deploy. We were able to deploy & complete11
surveys on an all-India basis in 8 languages in one
month’s time including analysed reports.”
- Dipanker Sen, Associate VP, IMRB International
•
“Access Media solutions help us in managing the
business leads process end-to-end for several of our
IT and telecom clients. Real-time reporting and
process management help minimize costs.” - TK
Pandey, founder CEO, MCR Pvt Ltd.
•
“Access Media has worked with TCIL on various
demand estimation and feasibility projects starting
from Internet Express to Backbone Bandwidth
projects across the country. They have been able to
deliver within our time and budget parameters every
single time”. - AK Chandra Shekhar, Director
Finance, TCIL
•
“CII has made use of Access Media data and
analysis in areas like Information Risk Management,
and e-Commerce. Access Media is consistent in
quality and has a good understanding of technology
trends and practices”. - Vikram Tiwathia, Chief
Information Officer, CII
12
We partner with the best-of-breed to help
you build sustainable relationships
Process
“Access Media aims to be
your trusted partner & not
just a vendor of services.”
What we bring to the table
Domain Knowledge
Communications Design
Secured Technology
Support
Our Coordinates
Web: www.accessmedia-ap.com
Mob: +91 98100 65402
Email: pravir@accessmedia-ap.com nita@accessmedia-ap.com
SnailMail: Gurgaon: J–701, Freedom Park, BPTP, Sector 57, Gurgaon, Haryana –
122 003. New Delhi: 306 IInd Floor East of Kailash, New Delhi 110 065
13