Objective Magic Software Enterprises and its partners would like to introduce to the European market a powerful new Electronic Customer Relationship Management (ECREM) System, to enhance the relationships between the supplier and its consumers. ECREM software system will comprise of Analytical and Operational subsystems, intends to automate services and business processing transactions in a personalised Web environment. It is intended to particularly suit for multinational businesses, operating in a competitive environment, dealing with large number of customers, and with substantial amounts of repetitive business. The system will give a secure, robust and scalable back-end solution to manage efficiently facilities like Call Centres and Customer Service Departments sing Computer Telephony Integration (CTI).The project contain a unique and innovative approach to perform a comprehensive research, followed by a working prototype ready for validations and trials.Objectives:EU project ECREM will address the following business goals:- Increase customer loyalty and satisfaction.- Conduct market targeting more cost-effectively.- Integrate customer services through the web.- Globalise customer services.- Enhance customer personalisation.- Personalize web pages and automate Personal Notification Services.- Increase productivity of the organisation's customer service facility.The Technical Objectives to achieve these goals are:- Automation of services and business processing transactions.- Real time multi-language system capability and regional regulatory.- Integrated Data Mining design and implementation to accomplish adequate Business Intelligence.- Utilise the capabilities of the web.- Customer data management as the key to driving personalisation and measuring success by value and sharing the customer.Work description:The project will be divided into four phases. The first phase will include project setup and a comprehensive research, on the specific needs of the European market. This phase will be accompanied by User Requirements Survey, and detailed Specification docs.The second phase will be development extensive one, in which the necessary prototypes and main subsystems systems that comprise the desired CRM Suite will be developed. In this phase, special attention will be paid to reuse the existing technology of the developers, if exist. This will enable the companies a more efficient use of the resources and will add extra benefits at the later stages of exploitation and dissemination. The outcomes of this stage will be a prototype of a modern CRM Suite.In the second phase there will be done Integration and Tests to the developed prototypes. The outcomes will become a proof of concept of ECREM.The fourth and last stage will include initial testing of the ECREM Suite, as much as the resources will allow. Fields of science natural sciencescomputer and information sciencessoftwaresoftware applicationssystem softwaresocial sciencessociologyindustrial relationsautomationnatural sciencescomputer and information sciencesdata sciencedata miningsocial scienceseconomics and businesseconomicsproduction economicsproductivitynatural sciencescomputer and information sciencesdata sciencebusiness intelligence Programme(s) FP5-IST - Programme for research, technological development and demonstration on a "User-friendly information society, 1998-2002" Topic(s) 1.1.2.-2.3.3 - Enhanced consumer-supplier relationships Call for proposal Data not available Funding Scheme CSC - Cost-sharing contracts Coordinator MAGIC SOFTWARE ENTERPRISES LTD. EU contribution No data Address HAPLADA STREET 5 60218 OR-YEHUDA Israel See on map Total cost No data Participants (5) Sort alphabetically Sort by EU Contribution Expand all Collapse all INSTITUT FUER MEDIEN- UND KOMMUNIKATIONSMANAGEMENT AN DER UNIVERSITAET ST. GALLEN Switzerland EU contribution No data Address BLUMENBERGPLATZ 9 9000 ST. GALLEN See on map Total cost No data ISOFT France EU contribution No data Address CHEMIN DE MOULON 91190 GIF SUR YVETTE See on map Total cost No data LEADER LINE S.A. Spain EU contribution No data Address CALLE ALMANSA 66 28039 MADRID See on map Total cost No data MEADOWHOUSE ESPANA SL Spain EU contribution No data Address CALLE DE LAS CRUCES 6 28491 NAVACERRADA - MADRID See on map Total cost No data POULIADIS ASSOCIATES CORP Greece EU contribution No data Address SIGROU AVENUE 142 17671 ATHENS See on map Total cost No data
