Group Project: e-CRM Implementation for AIA Australia (ISY3004)

This project focuses on the implementation of an e-CRM (Customer Relationship Management) system for AIA Australia, an insurance provider. The student utilized e-CRM software to manage various business functions, including sales, marketing, and customer support. The project covers the use of e-CRM for managing contacts, opportunities, leads, and sales processes. It also explores marketing automation, campaign launches, and reviews. The student references several academic sources to support the chosen approach. The project uses SuiteCRM to manage the features of the enterprise and provides an overview of how CRM can be used to improve business processes and customer relationships. The project includes the management of accounts, contacts, opportunities, meetings, leads, sales, procurements, workflow, and marketing activities. The student also highlights the importance of CRM in providing tools for reporting and result analysis. This project demonstrates how e-CRM can be applied to improve business operations and customer satisfaction, using AIA Australia as a case study.

An approach for business
CUSTOMER
RELATIONSHIP
MANAGEMENT (CRM)

e-CRM
• An organization has used e-
CRM for managing their
customers in a proper way.
• E-CRM (Customer
Relationship Management)
system has used for
managing different functions
• There are some parts of
CRM, which areas:
• Sales
• Marketing
• Support
• Feedback

E-CRM use
• E-CRM provides these
facilities, which areas:
• Relationship management
• E-Mail integration
• E-Mail marketing
• Customers phone support
• Process Documents
• Hardware and software
• Follow-up and projects

Services of E-CRM
• E-CRM software has provided
these services, which areas:
• Business analysis
• Financial Solutions
• Sales
• Customer service
• Marketing strategy

Manage Accounts
• Admin can use authentication for the improvement
of processes and they can manage all the users and
operators accounts I choose AIA Australia as a
company., which provides insurance to other
companies.

Manage Contacts
• Contact can be managed easily. There are some
important factor of the e-CRM, which can manage all
operations (Joseph, 2016)

Manage Opportunities
• It provides various opportunities to the company

Manage meetings
• Company can manage meetings in a easy way
(Nyadzayo, and Khajehzadeh, 2016).

Manage Leads
• Lead can be managed in a easy way

Manage Sales
• Sales can be managed in easy way

Manage Procurements
• CRM is the best way to manage procurement of the
company.

Manage workflow
• Manager can manage workflow in easy way(Ruivo,
Oliveira, and Mestre, 2017).