Martin Group (Booth 614) has introduced eCRM, a new module of its customer care and billing software solution, OMNIA. eCRM is a Web-based customer relationship management product that extends customer service representative (CSR) capabilities directly to the end user.
OMNIA eCRM allows end users to add services and features and modify account information. With OMNIA eCRM, service providers can differentiate delivery of services as well as improve customer loyalty and retention rates by allowing customers to make their own decisions without having to call a CSR, said the company.
The addition of eCRM into our OMNIA software solution will give our clients the ability to intelligently market, upsell and track demographics based on existing services, said Jim Odom, Martin Groups CEO. The implication of online self-care is end-user dependence and loyalty.