Overview,-
Icomplete is another addition to an ever-expanding list of CRM software that aims to revolutionise the business world. This particular software works a bit differently by featuring a few invaluable modules with each module further offering several other powerful options to help in the proper management of different activities. All the simple yet necessary useful features like the tags, starring system, note-making abilities, and maps are inputted to assist in managing the CRM according to the specific business needs of every customer.
It is perhaps the only firm to have a 100% Satisfaction Guarantee slogan. It stands behind the firm owners to help improve the efficiency and flexibility of their business processes, failing in which would mean a return of the investing money back to the firm.
The customer needs to inform about the key aspects of the fledgling business and Icomplete would then guarantee a plan for the better working and development of the business.
Introduction -
iComplete began its CRM services with its launch in May 2007. Its founders were a British couple Stuart Hibbert and Claire Hibbert. Stuart was an experienced developer of web-based applications mainly of eCommerce systems since the beginning of the century, while his wife Claire has been managing a group of her own small business for a span of seven years.
The Cloud technology, often referred to as simply “ the cloud”, advocated by them refers to the delivery of on-demand computing resources or e-resources. The category has a wide range including everything from online web applications to software or platforms and data centres which are allowed to be used by third parties on a strict pay-for-use basis.
Another important feature is its money-back feature which means that if the desired goals of the firm are not achieved by the end of the time period, Icomplete will return back the entire consultation fee. The White Fluffy Cloud aims at creating closer customer relationships with the top bosses of the firm so as to deliver amazing world-class service eventually laying the foundations of a world-class brand. They also pride themselves on providing cheap service to the firms.
The couple, when interviewed about the reason behind their unique startup, had stressed on their emphasis and foresight at creating a particular application that made provisions for the requirements of the customers and not just to meet their fuzzy whims and fancies. This has converted White Fluffy Cloud’s basic features into a treasure trove of any business professional’s dream wish list topped with certain hard-hitting game changers, which would be difficult to find in other SME CRM solutions on the web. Some of the features include the likes but are not limited to email marketing, document storage, internal chat integration and lead management.
Services-
- Contact Management - Icomplete was built in a superior and tight call integration system. This allows customer information to be recalled quickly and immediately after making or receiving a call from a potential buyer. Ranging from action points to email requests including order details and past meetings, all necessary and delicate data is presented in a summarised and lucid way by making it accessible on-screen. It also supports a robust search system of customers which helps at pinpointing and focussing on potential buyers. The search can be made by several filters like the name, company, order reference, postcode or even the telephone number filter to suit the requirements and difficulties from time to time. This system is often integrated with their telephony facility which allows the owner to see in real-time the identity of the caller and to perform a quick link to their database with one easy click. The record will be supplemented by the full history of all formal activity both incoming and outgoing between the business owner and his customer. Important emails, SMS, documents and phone calls are bookmarked specifically along with the name and details of the team member responsible for handling them. This helps in a better and more detailed understanding of the requirements of the specific customer.
- Calendar and task management - All the reminders and tasks automatically join the work queue and are at a mere distance of one click from the dashboard with the client record. The tasks can be automatically routed based on the stages and amount of the workflow. The diaries also have a personalisation feature to better track the resources at hand like engineers, jobs, and training courses along with the necessary people or services. The authorisation procedures are also very easy to operate and process and the tools made available aid in the quick and dynamic setting of meetings, reminders, tasks and notes. It helps in keeping one organised and focussed on the high-priority and no-compromise projects. A system of pop-ups, reminders and alerts guarantees that no project or operation slips under the rug.
- Telephony- The system of Icomplete has been designed around a VoIP calling foundation. Whenever a call is received or made, the system automatically starts working, searching and bringing up the particular customer details and history, supplemented with several tools to help manage the relationship and enjoy a forward growth. Its powerful documenting feature equips the business to aim and maximise its sales revenue, implement robust customer service and improve team performance.
Pros-
- Affordability - It is comparatively very affordable to most customers.
- Ease of usage- The software is super easy to work with. The tagging system is also very efficient in handling and the client status can be easily checked as well.
- Customer support-
The help desk is very efficient and answers emails as well as the phone rapidly at any time. Any problem or misunderstanding can be easily and deftly solved while ensuring minimum loss to the system.
Cons-
- Poorly supported updating- In order to update a customer contact, one has to return to the dashboard containing the entire contact list. Then he has to painstakingly search for the contact and then edit it. It's very cumbersome
- Incompatibility- The settings are poorly compatible with Internet Explorer settings. TSwitchingbetween the various menus on the dashboard might take a lot of time. Reports of a temporary hang resulting in the shutdown of the entire system have been concerning.
Conclusion-
Being the Runner up at the DELL Computers Small-Business Excellence & Innovation Awards, iComplete has proven its capability and versatility to exist in the CRM market. It has been lauded for being a concise, fast and reliable software that is compatible with powerful multi-user access. This makes iComplete belong to a new and modern genre of CRM systems that aims at bringing together the Call Center Software, CRM and e-Marketing under one roof. However, despite being an interesting option for many, the bizarre pricing structure and its geographic limitations have drastically affected its spread and revenue over the years. Many feel that it is too expensive and complex to master especially for the short-term implementation of the software.
It doesn't solve the problem of a deficiency of notifications regarding incoming emails although the cloud feature permits both flexibility and security without any foreboding about a potential hardware failure. The software is still in the development process and has undergone major updates in the past to improvise its working.