A significant change in the CRM market has been the move toward providing vertical industry functionality. A
vertical CRM product is designed with the requirements of a specific set of business users and a specific
industry in mind. It provides users with data, functionality, and business process workflows specific to their
industry. A CRM product should reflect the unique requirements of that industry as close to “out of the box” as
possible.
Vertical CRM Applications – CRM for the “Real World” (The Aberdeen Group)
Service Dispatch
Manufacturers and third-party administrators (TPA's) maintain networks of authorized service centers (ASC's). The Service Dispatch
Application will allow a Manufacturer or TPA the ability to schedule, dispatch (and track) an ASC to a consumer to repair their
product.
There is a call center interface, as well as a Manufacturer and consumer interface so consumers can call or go online to request
service through the Application, and the Manufacturer or TPA can manage the process.
Standard Features Include:
Service Center Locator - Online search functionality by address, product category, model
and zip code
Driving Directions with integrated MapQuest
Service Center Prioritization displays service centers by specific group ("Premier Service
Center" ranks over standard service center, etc.) or rank or exclusive for certain zip codes
Dispatch - consumer, Product, Warranty and repair information dispatched to service center by email or fax
