How do I start subscribing?
Subscribing to zCRM services is very simple. Call our U.S. based team at
1-877-218-5595. A zCRM consultant will assist you and
confirm whether or not we have the solutions you need. Once this is confirmed,
we will provide a demonstration tailored to your requirements, a proposal to
outline the services to be provided along with a document called a Service Level Agreement (SLA). This document
will detail the type of services zCRM will provide and our guarantees for
availability, performance and support response times.
How competitive is zCRM's pricing?
zCRM is probably the most cost-effective application service provider in
Asia. Many of our application services are priced at below USD40 per user per
month. In most cases, giving 20 or so people access to our services can cost
less than your photocopier costs you each month! Compared to the traditional
approach of owning your own e-business applications, zCRM's total cost of
ownership is probably 90% less expensive.
How fast can your application services be implemented?
All our application services can be implemented within hours. Our applications are ready for use the moment we complete your
registration and SLA execution. Each subscriber will be e-mailed user ID's, passwords and an
Internet address to click on to start work. It really is that simple.
Training is designed to meet the specific needs of your organization, and is
delivered utilizing our real-time Web Conferencing, Net Meeting and
How do I know if the application service I have chosen has all the functionality
After an overview demonstration, you can try all our application services before you
consultants will also help you evaluate the applications before you subscribe.
How experienced is zCRM at providing such application services?
delivering high quality services to some of Asia's largest companies and
government bodies for the past three years. We have more than 3,000 licensed
users across Asia who depend on us every day for reliable software and excellent
support. Our team of experts is not new to the Internet and we have the
necessary systems and skills to support your business now and in the future. Our
clients currently include Merrill Lynch, the Government of Malaysia, and American
How do I customize my chosen application service?
zCRM's application services are simple to use and each one is specifically
designed to solve a particular business problem. Consequently we expect limited
customization. However, if any is required, it will probably be a simple change
in configuration to allow internal business rules, such as authorization limits.
For 'power' users we provide all the tools you need to customize your
application including changing business rules, the look & feel of the
services and even the database fields you use to describe information. All in
all a comprehensive ability for you to customize the service as you need it.
How do I add new application services to those I already use?
This is also a straightforward process. You can call our customer service
hotline or e-mail us. Once your request has been implemented, we'll let you know
and you'll be ready to 'go-live' with the NEW application services.
How do I add more users?
You can call our customer service hotline or e-mail us. We'll update our systems
based on your service level subscription upgrade, and let you know when your request has been fulfilled. Requests to add new users
will again be implemented within hours.
What happens if for some reason I can't access my application services? Will you
charge me for non-performance days?
Our service commitment is typically 98.9% availability - no more than 20 minutes
downtime per week. However, if for some unforeseen reason we are unable to
deliver on this commitment we won't charge you for the days you can't access our
What industry areas do you specialize in?
zCRM's application services are purposely designed to fit into broad areas
that are applicable to all industries. Our focus at the moment is delivering
relevant and affordable solutions for automating key sales, marketing, and
customer service processes. We are currently adding eProject Management,
eExpense, and eShop to our services.
What makes zCRM the market leader in providing application services?
There are many reasons. To select two, firstly would be our commitment to
quality of service and secondly our range of application services. We're the
only ASP in Asia committed to "customer friendly" Service Level
Agreements (SLA), and we already have one of the most sophisticated technical
support systems available in Asia. Our broad range of application services
(which we will add to every 90 days), means we can provide a complete business
solution ranging from better information access and collaboration, to building
an online sales and marketing system.
Is there an actual contract to sign?
Yes, we call it a Service Level Agreement, or SLA. This is customized in
collaboration with you to ensure that both sides understand exactly what
services are required, and the corresponding obligations on each side. The SLA
is a clear and positive documented statement of our commitment and will help you
understand our business processes better. Contractual obligations and penalty
clauses back up the SLA where appropriate.
How fast is your response time for troubleshooting a problem?
We expect to receive support requests via phone and e-mail. With phone calls, a
solution will be provided immediately whenever possible. If not, we will
endeavor to resolve the issue within four working hours. E-mail requests will
be dealt with in the same way, although they may require further clarification
on the phone.
Will you come to our office if we have a problem that can't be fixed over the
A key benefit of being an zCRM subscriber is that you don't need to install
any software at your office. So it is highly unlikely that we'll need to visit
you to fix a problem. However, if this proves necessary, we'll respond as soon
What sort of technical expertise do you have?
The zCRM team has more than 100 man-years of experience in providing IT
solutions. We're also one of very few Asian businesses with a dedicated research
and development team.
Are you willing to transfer your knowledge & skills?
Yes. In fact, we intend to provide an Internet Forum for our customers to share
ideas with one another, or to "pick the brains" of our experts. We
also intend to be the first ASP to let our customers gain access to the software
codes that make our applications work so as to encourage an open application
What sort of security do you provide?
Security is of paramount importance to zCRM and is achieved at multiple
levels. We limit the number of people who have access to information, we control
the kind of access they have and the type of information available to them, and
we ensure that they ask for permission to do certain things when they are
on-line. In addition to protection from unauthorized access, we also encrypt
information traveling over the Internet using the latest encryption technology
currently being used by large corporations and government departments. There's a
good chance that your data is safer with us than it would be otherwise.
Does zCRM have a global presence?
This is in process. We are launching in the USA and North America markets
in January 2003. We are committed to growing our presence within the next 18 months
worldwide. However, our support
systems and application services can be accessed from just about anywhere in the
world because they are all Internet-based. If you have a global need, we'd be
happy to discuss this with you as we have a number of international partners who
may be able to help.
Do you have a local presence in my country?
At the moment zCRM operates very successfully out of Malaysia and Thailand.
In January 2003, we will also have headquarters and data centers in Seattle,
Washington in the U.S. From Malaysia, we already support more than 50 customers in 6 different countries in
Asia. We plan to open other offices across Asia within the next 18 months to provide a
local capability in Asia's largest cities. All of our support systems and people
can be accessed from outside Malaysia, and we operate a sophisticated web-based
tracking system that can provide comprehensive traffic statistics.
Is zCRM tied to any particular technology vendor?
By delivering application services via the Internet it becomes less important
what technology is being used to make it happen, and that is one of the greatest
benefits of the Internet.