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Manage all aspects of Customer or Prospect Interaction

Customer Relationship Management (CRM) is a widely discussed but little understood subject. CRM is sometimes referred to as a product, as though a single product could possibly provide everything required for good customer relations. It is often referred to as a philosophy, where all business processes are aligned to enhance the customer experience. The truth is that CRM is a combination of products, practices and consulting that make up a total solution for a business wanting to win more business, increase revenue and reduce costs.


Definitions vary but the following list would be widely accepted as the basis for the software elements of a CRM solution: an e-Commerce Sell Side Platform; Product & Pricing Configuration; Customer Profile, Account and Opportunity Management; Lead Capture and Management; Data Analysis; Marketing Automation; Messaging; Workflow; Multi-lingual Support; Multi Currency Support; Service Functionality. For a user of and glovia.e products, many of these elements already exist in the product. With the addition of eCRM, the solution is complete


With so much of CRM dependent on a single data source, it is difficult to imagine how any product could be integrated closely enough to Glovia products to supply a solution that worked as well. With Glovia eCRM, a Glovia customer can now put together a complete and comprehensive CRM solution, fully integrated with all other and glovia.e activities


Organizations can be defined manually or created from web hits. They can be prospects or customers or even third party contacts. Prospects can be converted to customers. Multiple user defined analysis codes are provided and an account manager can be assigned. Organizations can have multiple contacts attached and have ‘Interest’ lists attached to them. Contacts have analysis and further personal ‘Interests’. Once an Organization-Customer link is established, the Organizations screens provide a central ‘dashboard’ to monitor all customer activity.


Opportunities are normally attached to an Organization, but for maximum flexibility they can be stand-alone too. There can be many Organizations attached to a single opportunity, where contractors, architects, and others may all be involved in a single potential deal. Opportunities have a financial value, with probability, have extensive analysis and status codes. Account managers can be assigned, and sales teams can be created and attached to opportunities.


The interaction with Organizations and Opportunities are Activities. Activities are date driven, can be assigned to users and can either be a record of what has happened in the past or become a diary for the future. Activities can be Organization specific or, through the linkage between Organizations and Opportunities, can be seen by all those involved in an Opportunity. Individuals’ future Activities become their personal ‘To Do’ Lists.


Without a comprehensive messaging service, the three elements above would stand-alone. Backed up by the comprehensive messaging capabilities in ePublish, the three elements combine to become an information center, with information sent to the right people at the right time. Whether this is notification of a web hit or a status change on an organization, or a customer placing a large order, everyone who needs to know in your organization, will know.


Comprehensive CRM User tables allow an administrator to make sure that only those who need to access information can. Users can have read access or read/write access to the files, ensuring confidentiality where appropriate.