An intelligent system for building and maintaining customer relationships – DMSales
Project title
An intelligent system for building and maintaining customer relationships – DMSales
Name of Beneficiary/Beneficiaries
DBMS
Name of programme
Smart Growth Operational Program
Competition
Fast Track
Project value
5 411132,50 PLN
Funding value
3 921 901,50 PLN
Project delivery period
from October 1, 2019 to December 31, 2021
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What problem does our project solve?
The main goal of the project is to carry out research and development work, which will result in the development of an intelligent CRM system (customer relationship management) for building and maintaining relationships with customers based on advanced artificial intelligence (AI) algorithms and machine learning mechanisms. The result of the project will be a significantly improved product called DMSALES with an implemented proprietary artificial intelligence system allowing for building relationships based on data from many sources available via the Internet, including: from social media (e.g. social networking sites such as Facebook, Instagram, LinkedIn). The project result will constitute a product innovation. The developed innovation will be international in nature.
The project results will be used to conduct effective customer relations, which are to lead to better customer identification thanks to the artificial intelligence and machine learning algorithms used, which will effectively determine the interest in a given product or service (so-called leadscore) by a potential customer and enable the implementation of products based on subscription model and supported by a sales assistant running in Messenger.
Who will benefit from the project results?
As a result of the project, a product innovation will be developed in the form of an intelligent system for building and maintaining relationships with customers. There are currently no solutions or tools available on the market dedicated to marketing and sales departments of enterprises that would enable such a broad identification of the customer and his purchasing intentions thanks to the use of artificial intelligence and machine learning algorithms. Therefore, it should be assumed that the innovation obtained will be international in nature.
The resulting product innovation based on artificial intelligence and machine learning will help change existing sales and marketing processes in companies using CRM (customer relationship management) software. Currently, CRM systems are actually notebooks that collect declarative information about the brand's relationship with its customer. Employees of sales departments of companies have the opportunity to enter any data into this type of systems, which often differs from the actual situation and does not reflect whether a given customer is actually interested in purchasing the offered product or services or on the contrary.
Due to the geometric growth of data, brands are finding it increasingly difficult to analyze customer relationships and purchase reasons. The idea of the innovative DMSALES system planned to be developed based on artificial intelligence and machine learning algorithms is to create a CRM system that will take over and fully automate the function of recording sales and marketing events in various channels and, using intelligent functions, will support sellers and marketers in better customer service.
What was the biggest challenge for us in implementing the project?
The biggest challenge was to define good assumptions and requirements for UX and to prepare good data for the implementation of the project.
Our advice to other Applicants
We encourage you to very precisely define the requirements for research work and analyze the experience of the final recipients.