Study: Contact Management System
Industry: NGO / NPO / Service Industry
Products and Technologies used: Borland Delphi and Interbase
(with integration to MS Outlook)
Company: Agni Software Private Limited.
In today’s business environment having good relationship
with contacts is the most challenging aspect. Contacts can
be customers, vendors, prospective clients, leads, etc. Each
contact type requires different treatment - - for customers
it can be support issues, for leads/prospective clients it
can be information and follow up details of executives, for
vendors it can be vendor management etc., and the response
time should be least.
Not only the contacts, which are kept up by the employees
of a company, are numerous – so are the information
belonging to them, which are often kept in different places
and have different formats. No wonder that companies may lose
track increasingly and that contact information is often obsolete
or - due to island like attachments with databases and applications
– redundant. This is a difficult task especially in
any service industry, since every contact is important. An
organisation that manages all their contacts will definitely
have an edge over others in the industry.
One of the largest NGOs / NPOs in India wanted a solution
to manage all contacts of the organisation. They had different
types of contacts like Donors, Vendors, Prospects, etc. This
Organisation wanted to handle the donor servicing like information,
support issues and also manage activities for prospective
donors. The organisation wanted to have a simple, effective
system, which can take care of all their contacts so that
the response time is minimal.
This organisation has wide spread network and to maintain
the track of all the interactions that takes place between
the contacts and the organisation was challenging. The fulfillment
of requests of contacts with respect to the organisation had
to be fool proof. If a donor requested for some information
or had some support issues, the system had to take care of
people involved in the process. If an executive had not attended
or delayed the process, then the system had to automatically
shoot mails to the higher executive in the hierarchy. For
this a scheduler had to be designed which managed tasks and
also trace the activities of the executives with respect to
contacts. Activities and task management of the executives
with respect to contacts had to be designed so that the system
would improve the efficiency of the work force. Different
products/ services that would be marketed to the contacts
had to be managed. The feedback of the donors which can be
individuals and corporate has to be tracked in this system.
The system also had to track the cost involved in following
up of contacts especially donors. Overall the system had to
take care of all interactions between the organisation and
the contacts. An effective solution for the management and
the end user keeping in mind the individual roles and responsibilities
had to be built.
The application of a methodically planned and transparently
converted Contact Management System guarantees that contact
information is centrally available and valuable information
is not lost. The basic idea of CMS is that any information
about a customer, a supplier or a partner can be essential
for every employee of a company. Herewith, every contact is
an essential link between every single element of a company’s
chain of value added. We wanted to help this organisation
by treating the topic of contact management culturally, organization
wise and technologically most efficiently.
A complete integrated solution was designed to handle the
challenges, which can help the organisation to improve the
efficiency of the work force with strong Management Information
System (MIS) with reports and analysis. The system was designed
to integrate with MS Outlook so that the follow-up activities
could be captured with respect to the tasks and schedules.
Some of the features mentioned below depicts that a complete
and integrated Contact Management System was developed for
Other features include linking and storing the documents exchanged
between contacts and the organisation. The software is also
integrated to various places since the organisation has wide
spread network. We were able to address all the issues with
respect to contact management for this organisation.
Overall the system was implemented in a record time. The
solution delivered is user friendly and users are comfortable.
They have appreciated the functionalities provided. The system
is also integrated with other modules, processes and systems
of the organisation through out their network. The tasks and
responsibilities of employees are managed in a better way
today in the organisation. The organisation is already seeing
the changes in the efficiency in the work force and is sure
that this system would play an important role in improving
the overall performance of the organisation.