• Complete customer view: View and manage customer account activity and history, including: contact information, communications, open quotes, credit limits and complaints.
• Lead routing and management: Track information on prospective customers, then qualify and assign inquiries. Leads can be routed to the salespeople or teams.
• Opportunity management: Convert qualified leads easily to opportunities without data re-entry and then track opportunities throughout the sales cycle.
• Sales process management: Initiate, track, and close sales consistently and efficiently with workflow rules that automate stages in the selling process.
• Order management: Using the Kelros' order logging module, kelros.sales order, create and convert quotes to orders, then modify and save orders until they are ready to be submitted.
• Reports: View, sort, and filter a wide range of reports to identify trends, measure and forecast sales activity, track sales processes, and evaluate business performance.
• Competitor tracking: Maintain detailed information on competitors and associate that information with opportunities and sales literature.
• Contract Register/Repository - store for all contracts for customers and can include outlines of the contract or can hold a full scanned image of the final legal contract.
• Marketing Lead Source Analysis - the ability to track where new customer companies are generated from as well as the ability to track every individual sales lead's source to ensure that marketing spend is being correctly and effectively positioned.
• Correspondence and mail merge: Use customisable contents to create and send correspondence to targeted prospects and customers.
• Instant Messaging (Sametime) Integration: plug ins allow the use of Lotus Instant Messaging to communicate on-line with colleagues and customers.
• ERP Integration: Kelros CRM integrates easily with back-end systems such as SAP, JD Edwards using a variety of IBM middleware tools.

kelros.sales order is a sales order item administration and target tracking application able to generate invoices and credits automatically. The key features of the application are:

• Fully integrated with kelros.sales - sales order lines can be logged from kelros.sales against the Contact Profile or Sales Leads can be automatically converted to a Sales Order Item
• Log Sales Order Items - alternatively kelros.sales order can be used in a stand alone environment and Sales Order Items entered directly into the system
• Sales Order Items - this is the main repository for sales order lines and includes information about the customer company and contact, the item(s) ordered, the sell and buy price (calculating gross margin), the supplier if it is a resale item, Authorisation and Invoicing details.
• User Definable Fields - there are also 6 user definable fields that can be set using the Customiser Database on the Sales item.
• Categorise and Report Sales - it is possible to categorise all sales items at two levels and then analyse sales orders in terms of periods and categories and look at the percentage these categories represent of turnover.
• Record and Monitor order line level gross margin - gross margin can be analysed at the line item level and therefore through the category analysis gross margin contribution can be assessed against the categories.
• Raise Invoices automatically - by selecting any line item for a complete order (via a sales reference number that is automatically generated in the system) the system will automatically generate a complete invoice. An agent can be used to record the invoicing status.
• Set Sales and Revenue Earner Targets - targets can be set against sales people and service providers, if appropriate, by period and then progress against target can be monitored and tracked.
• Track sales by salesman, by period and by customer - the system has a number of pre-defined views that allow for the quick and easy retrieval of sales information as well as providing management information and analysis.

• Fault log repository - record all the information about the support call with look-ups to users, resources and service level agreement time frames.
• End Users can create and track their requests through a web browser.
• Completion date/time tracking - based on your companies holiday and working hours profile, the completion date is calculated in working hours from the time the call is logged based on the severity level chosen for the request.
• All activity relating to the request can be logged and stored and is tracked against the completion due date and time.
• Ability to escalate problems - requests can be escalated and eMail notification sent to the person the request has been escalated to.
• User register - record information about all the users able to call the support desk for easy and quick retrieval against the request. This information can be retrieved directly from kelros.sales if the support desk supports external customers.
• Resource register - this is an asset register of equipment that is supported by the Helpdesk and can be used to record equipment that is linked together physically as well as being allocated to users.
• Knowledge Base repository - this is a store for technical notes and tips to assist the support desk operators to resolve common problems quicker. It is possible to create direct Doclinks to calls to save time in compiling these technical documents. Several different views allow easy retrieval of this information which combined with Full Text Searching provides a powerful way to locate technical information.
• Repository of statistical and historical information: kelros.support provides historical and statistical information for analysis and pre-empting errors. Based on the information, advanced reports can be generated and defects at any level can be identified and corrected. The report also allows managers to monitor the performance of Helpdesk operations and offers an insight into the user's needs and expectations.
• Integrated with SMS servers to deliver time critical messages.

• Log Complaints, Returns, Recalls, Praises.
• Using a workflow profile document for each type of form allows the workflow approval route to be fully automated, defined at the form creation time or a mixture of both.
• Alert staff via eMail even if they are not part of the approval workflow.
• Contact Management - a record of all communications and activities with each contact to track sales progress.
• Track Progress of Corrective Action - all information regarding contact with the person raising the feedback is recorded for monitoring plus all financial implications (credits) can be recorded.
• Overall close out - after approval and all corrective action has been taken close the feedback ready for statistical analysis.

• Customer/Contact Repository - record standard name and address information along with phone numbers, eMail addresses and alike.
• Lead Details - the system also allows for recording the source of the lead, especially useful when analysing leads in kelros.sales that have been generated in kelros.prospect.
• Call Assignment/Priority and Activity Tracking - Record all contacts with the prospect and produce a history of contact reports. Every call can be allocated a priority to ensure the hottest leads are given the most attention.
• Activity Views - view all activities in calendar formats, priority sequence, by telemarketer, by date with eMail notification of overdue activities in Newsletter format.
• Correspondence - generate letters and faxes, pre-formatted with Name and Address. Use the Standard Paragraph facility to insert paragraphs or whole letters to ensure the correct marketing message gets through to the prospect.
• Statistics - this application includes kelros.prospect stats that records every contact update and allows analysis and telemarketer activity monitoring.
• Mailshots - the system includes the ability to select contacts by a variety of methods and then merge these with a pre-defined mailshot letter to create rich format marketing messages to send to a focused group of prospects.
• Computer Telephony Software (CTI) integration.